Refund policy
Refund, Return and Withdrawal Policy
Important information for international orders
For orders shipped outside Canada, customs duties, import taxes, VAT, administrative fees or processing fees may be charged by the destination country, customs authorities, postal services or the carrier.
These fees are entirely the responsibility of the customer and are not collected by Oasis de Cristal Inc. We are therefore not responsible for any fees imposed by customs, local authorities, postal services or carriers.
The amount of these fees may vary depending on the destination country, the value of the order and local customs regulations. We recommend that you contact the appropriate authorities in your country before placing an order.
For France:
https://www.laposte.fr/comment-payer-frais-de-douane-colis-international
We sincerely apologize for any inconvenience caused by these possible fees, but they are beyond our control.
Refused customs fees, unclaimed parcels or parcels returned to sender
If the customer refuses to pay customs duties, import taxes, VAT, administrative fees or processing fees required by their country, postal services or carrier, or if the customer fails to claim their parcel, the order will not be considered a free cancellation.
If the parcel is returned to us, any possible refund will only be issued after the returned items have been received and inspected.
The items must be received in good condition, complete, undamaged and in their original packaging or equivalent packaging.
In this case, the following amounts will be deducted from the refund:
- the initial shipping fees, even if the order qualified for free shipping;
- any return shipping fees charged by the postal service, carrier or any other intermediary;
- any administrative or processing fees related to the return of the parcel, where applicable;
- any loss in value if the items are returned damaged, incomplete or in a condition different from their original condition at the time of shipment.
If the parcel is lost, destroyed, abandoned by customs or not returned to Oasis de Cristal Inc., no refund will be issued until the items have been returned to us and received in good condition.
If the customer wishes to have the order shipped again, new shipping fees must be paid before any reshipment.
General refund policy
Our refund policy applies for a period of 15 days following receipt of your order, unless different legal rules apply, particularly for consumers located in the European Union.
All sales are final, except in the case of a confirmed broken or defective item, or when the legal right of withdrawal applies.
To be eligible for a refund in the case of a broken or defective item, the item must have been received damaged and we must be notified upon receipt of the parcel.
The customer must send us clear photos taken in daylight, including close-up images of the item, the packaging and the parcel received. These photos must be sent by email to contact@oasisdecristal.ca or by private message on our Facebook page.
Once the photos are received, the file will be forwarded to our assessment department to evaluate the situation and determine the possible options for a refund, replacement or exchange. The review period may vary from 1 to 7 business days.
Any file opened for breakage or damage without clear and complete photos may be permanently closed. A closed file cannot be reopened.
The size, dimensions and characteristics of each product are indicated on every product page. No claim will be accepted regarding the size of an item when it was clearly indicated before purchase.
Non-refundable items
Unless otherwise required by law or when a legal right of withdrawal applies, the following items are non-refundable:
- promotional, discounted or sale items;
- gift cards;
- items modified, adjusted or personalized at the customer’s request;
- items modified, damaged or altered by the buyer;
- Club Privilège membership;
- shipping fees;
- customs duties, import taxes, VAT or administrative fees required by the destination country, postal services or carrier.
Promotional, discounted or sale items are neither exchangeable nor refundable, except in the case of a confirmed defective item or when the legal right of withdrawal applies.
Customers in the European Union – Right of withdrawal
For consumer customers located in the European Union, a legal right of withdrawal of 14 days may apply to online purchases, in accordance with applicable European regulations.
This 14-day period begins from the date the customer receives the order.
Where this functionality is available on our online store, customers located in the European Union may also exercise their right of withdrawal by using the form, link, or electronic mechanism made available to them in accordance with applicable regulations.
To exercise this right, the customer must send us a clear withdrawal request, including their name, email address, order number and the items concerned.
If the order has not yet been processed or shipped, a cancellation request may be reviewed. However, once an order has already been shipped, it can no longer be cancelled. The customer may then exercise their right of withdrawal, where applicable, and return the eligible items after receipt.
The items must be returned in their original condition, unworn, unused, undamaged, complete, and with their original packaging or equivalent packaging that provides sufficient protection during transport.
Return shipping fees in the case of withdrawal are the responsibility of the customer, except in the case of an error on our part or a confirmed defective item.
The return must be made using a postal service or carrier that provides a tracking number. We cannot be held responsible for returns that are lost, damaged or not received.
The refund will be issued after the returned items have been received and inspected.
We reserve the right to deduct any loss in value if an item is returned damaged, incomplete or handled beyond what is necessary to verify its nature, characteristics and condition.
Initial shipping fees are refunded only within the limits provided by applicable law. Additional fees chosen by the customer for a more expensive delivery method are not refundable.
Customs duties, import taxes, VAT, administrative fees or processing fees required by the destination country, postal services or carrier are not refunded by Oasis de Cristal Inc., as these fees are not collected by our store.
Items that are personalized, modified, adjusted or specially prepared at the customer’s request are not eligible for withdrawal, except in the case of a confirmed defect or an error on our part.
Returns
Before making any return, the customer must contact us at:
No return should be made without contacting us first.
The return address is:
OASIS DE CRISTAL INC.
315-950 rue Notre-Dame Ouest
Montréal, QC H3C 0K3
Canada
The customer is responsible for paying their own return shipping fees, except in the case of an error on our part or a confirmed defective item.
Shipping fees are non-refundable, unless otherwise required by law.
If you are shipping an item valued at more than $50, we strongly recommend using a tracked shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Refunds
Once your return has been received and inspected by our assessment department, we will send you an email confirming receipt of the returned item.
We will also inform you whether your refund request has been approved or rejected.
If your request is approved, the refund will be processed to the original payment method used for the order, usually within 3 to 7 business days, depending on the processing times of your financial institution.
The refund will apply only to amounts eligible for reimbursement under this policy and applicable laws.
Where permitted by applicable law, certain costs related to shipping, return shipping, refused deliveries, refused customs charges, administrative fees charged by the carrier, or any loss in value resulting from handling or a condition different from that at the time of shipment may be deducted from the refund.
No deduction will be made where applicable law requires a full refund.
Late or missing refund
If you have not yet received your refund, please first check your bank account.
Then contact your credit card company, as it may take some time before the refund is officially posted.
You may also contact your bank, as there is often some processing time before a refund is posted.
If you have completed all of these steps and still have not received your refund, please contact us at:
Exchanges
We only replace items that are confirmed defective or damaged by our assessment department.
If you wish to request an exchange for the same item, please contact us at:
Depending on where you live, the time required to receive your exchanged product may vary.
Free shipping and refunds
When an order qualified for free shipping, the actual shipping costs incurred by Oasis de Cristal Inc. may be deducted from the refund where permitted by applicable law, including in cases of voluntary returns, refused deliveries, unclaimed parcels, or parcels returned to the sender.
However, where applicable law grants the consumer a right of withdrawal or any other right to a refund subject to different requirements, the applicable legal provisions shall prevail.
Disputes
In the event of a dispute, and where permitted by applicable law, only the courts of Québec, Canada, shall have jurisdiction.
Policy changes
Oasis de Cristal Inc. reserves the right to modify its refund, return and withdrawal policy at any time, without prior notice.
The applicable version is the one published on our website at the time of purchase, subject to any mandatory applicable laws.