Refund policy

Last updated: August 2026

At Signé Local, we want you to be completely satisfied with your purchase. If you are not, the following are the conditions under which we accept returns and refunds.

1. Return window

You have 14 calendar days from the date you receive your order to notify us of your intention to return one or more items. After this period, no return request can be accepted.

2. Eligibility conditions

To be eligible for a return, the item must:

  • Be in its original condition, unused, unwashed and unaltered
  • Be in its original packaging, intact and complete (including tags, seals and accessories)
  • Not be one of the excluded items listed in section 3

Signé Local reserves the right to refuse any return that does not meet these conditions, or to deduct an amount if the returned item shows signs of use.

3. Items not eligible for return

The following items cannot be returned or refunded, except in the case of a manufacturing defect or an error on our part:

  • Food products (for hygiene and food safety reasons)
  • Personal care products whose seal has been broken or that have been opened (creams, soaps, oils, bubble baths, etc.)
  • Gift cards (physical and digital)
  • Sale or clearance items (unless otherwise indicated)
  • Gift sets in which one or more items have been opened or used
  • Personalized or made-to-order items

4. Return procedure

To initiate a return:

  1. Contact us at bonjour@signelocal.com within 14 days of receiving your order, providing:
    • Your order number
    • The item or items you wish to return
    • The reason for the return
  2. Our team will reply within 1 to 2 business days with return instructions and the shipping address.
  3. Ship the item or items according to the instructions received. Be sure to use a shipping method with a tracking number — Signé Local cannot be held responsible for return parcels lost in transit.
  4. Once the parcel is received and inspected at our warehouse, we will process your refund.

Important: No return will be accepted without prior authorization by email. Items returned without authorization will be refused.

5. Return costs

  • Voluntary return (change of mind, wrong size, etc.): return shipping costs are the customer's responsibility.
  • Signé Local error (wrong item, defective item, missing item): return shipping costs are covered by Signé Local. We will provide you with a prepaid return label.
  • $15 restocking fee: A flat $15 fee is deducted from your refund only if you choose to use our Canada Post account (return label provided by Signé Local) for a voluntary return, meaning a change of mind. This fee is fixed and does not vary with the order amount. It never applies when the return results from an error on our part, or from a defective, damaged, incorrect or missing item: in those cases the return remains entirely free of charge. If you return the item at your own expense with the carrier of your choice, no $15 fee applies.

Original shipping costs (those paid at the time of the order) are not refundable, unless the return is due to an error on our part.

6. Refunds

Once the return is received and inspected, we will send you a confirmation email. If the return is approved:

  • The refund will be issued to your original payment method within 5 to 10 business days.
  • Depending on your financial institution, additional time may pass before the amount appears on your statement.
  • Original shipping costs are refunded only if the return results from an error on our part.

Partial refunds: Signé Local reserves the right to issue a partial refund if the returned item shows signs of use, if the packaging is damaged, or if components are missing.

7. Exchanges

We do not process direct exchanges. If you would like a different item, please complete a return following the procedure described above, then place a new order.

8. Items damaged in transit

If you receive an item damaged in transit:

  1. Notify us within 48 hours of receipt at bonjour@signelocal.com
  2. Provide your order number, a description of the damage and clear photos of the damaged product as well as the outer packaging
  3. We will review your claim and, if the damage is confirmed, we will offer you, at our discretion:
    • A replacement of the damaged item, or
    • A refund to your original payment method

Do not discard the packaging or the damaged product — we may need them to complete the claim with the carrier.

9. Wrong or missing items

If you receive the wrong item, or if an item is missing:

  1. Notify us within 48 hours of receipt at bonjour@signelocal.com
  2. Provide your order number and photos of the item received (if incorrect)
  3. We will reship the correct item or issue a refund, subject to availability

If we ask you to return the incorrect item, we will provide you with a prepaid return label.

10. Lost, stolen or unclaimed parcels

Parcel lost in transit: If your parcel is confirmed lost by the carrier, we will reship or refund at our discretion.

Parcel stolen after delivery: Signé Local is not responsible for parcels stolen once the carrier confirms delivery to the address provided. We recommend choosing a secure delivery address.

Unclaimed, refused or returned-to-sender parcels (incorrect address): The refund will be issued less the round-trip shipping costs charged by the carrier as well as any applicable administrative fee. You may also choose to pay new shipping costs to have the parcel sent again.

11. In-store pickup orders

Returns of items purchased online and picked up in store follow the same conditions. You may return your items directly to the store where you picked them up, or by mail following the procedure described in section 4.

12. Orders received in multiple shipments

Signé Local works with a network of partner artisan-merchants. Your order may be shipped in several separate parcels, sent directly by our partners. This is normal and does not constitute an error. Each shipment has its own tracking number.

If a parcel does not arrive within the expected time frame, please contact us so that we can follow up with the partner concerned.

13. Delivery guarantee (paid option)

If you added the Delivery Guarantee at checkout, additional coverage applies in the event of loss, theft or damage in transit:

  • Signé Local will cover the free reshipment of a new parcel or a refund of your order.
  • The guarantee expires once the carrier confirms delivery.
  • Address errors are not covered by this guarantee.

For any claim related to the Delivery Guarantee, contact bonjour@signelocal.com within 48 hours of noticing the problem, mentioning that you selected this option.

14. Contact us

For any question regarding a return or a refund:

This policy is subject to change without notice. The version in effect is the one displayed on our website at the time of your purchase.