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Return and Refund Policy

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RETURN OF GOODS

Products sold by Jouets LOL Toys are new and are without defect. However, we cannot guarantee that product descriptions, images or any other content found in this website are accurate, complete or error free.

Our policy lasts 30 days since the purchase date. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund, exchange or credit note. There are some exceptions to the return policy. To know about the exceptions view the Exception section.
 
RETURN OF DAMAGE OR DEFECTIVE PRODUCTS 

If at reception, a product is found to be damaged or does not correspond to what was ordered, Jouets LOL Toys undertakes to exchange it, refund it or give you a credit note, provided the product is returned within 30 days of the purchase date, in the original packaging along with the delivery notice and a copy of the invoice, receipt or proof of purchase. There are some exceptions. To know about the exception please contact our Jouets LOL Toys Customer support team art 514-278-8697 or email us at info@loltoys.ca.

In order to process your request of exchange, refund or credit note, please send us a photo of the defective product by email at info@loltoys.ca. The Jouets LOL Toys team will process your request. If your request has been approved send the item to 653 Ogilvy Ave Montreal Quebec Canada H3N 1N3, via Canada Post. For more information on the process of exchange, refund or credit note please consult our Refund process section.
 
RETURN OF NON-DAMAGED OR NON-DEFECTIVE PRODUCTS 

A customer who wishes to return a product for another reason may choose between an exchange, refund or credit note. The exchange must take place within 30 days of the purchase date. To be eligible, products must be unused and in the same condition that you received them. They must therefore be returned in the original unopened packaging along with the delivery notice and a copy of the invoice, receipt or proof of purchase, in order for your return to be completed. Returns may be subject to a restocking fees depending on the stock conditions.
 
HOLIDAYS RETURNS 

Items shipped between November 1st and December 31st may be returned until January 31st for an exchange, refund or credit note, subject to our other return guidelines.
 
GIFTS

If the item was marked as a gift when purchased and shipped directly to you (the receiver of the gift), you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be mailed to you. There are no refunds for items purchased as gifts.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

If the item you wish to return doesn't have an exchange, refund or credit note option or if the item was received as a gift, you'll need to return the original item and place a new order.
 
REFUNDS PROCESS 

After packing your return, please send it back to us via Canada Post. Once your return is received and inspected, Jouets LOL Toys Customer Service team will send you an email to notify you that we have received your returned item and will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, within a certain amount of days. Jouets LOL Toys Customer Service team will then notify you via e-mail when we’ve processed your exchange, refund or credit note.
 
PARTIAL REFUNDS 

There are certain situations where only partial refunds are granted (if applicable), such as:

  • Book with obvious signs of use
  • CD or DVD that has been opened
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error or manufacturing error

 
LATE OR MISSING REFUNDS  

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact the Jouets LOL Toys Customer Service team at info@loltoys.ca.
 
SALE ITEMS  

Only regular priced items may be refunded, unfortunately sale items or discounted items cannot be refunded, exchanged, returned or given a credit note.
 
EXCEPTIONS 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Items that cannot be exchanged, returned, refunded or given a credit note, are, but are not limited to:

  • Plush/stuffed animals
  • Clothing (linen, cloth…)
  • Baby items - Baby teethers, Baby rattles…
  • Items that have been opened (unless manufacture defect)
  • Downloadable software products
  • Some health and personal care items
  • Perishable products
  • Gifts or gift cards
  • Items that are on sale or discounted price


Customers must contact the Jouets LOL Toys Customer Service team at 514-278-8697 or by email at info@loltoys.ca before returning any merchandise. If product is eligible for refund, the Customer Service team will issue a Return Merchandise Authorization number. To be accepted, all returns must have an authorization number.

Please do not send your purchase back to the manufacturer unless otherwise specified by Jouets LOL Toys.
 
SHIPPING  

To return your product, you should mail your product to 653 Ogilvy ave Montreal Quebec Canada H3N 1N3, via Canada Post.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. However, once your return is received and inspected, Jouets LOL Toys Customer Service team will send you an email to notify you that we have received your returned item.
 
DELIVERY AND FREIGHT 

Orders placed from December 23rd to January 3rd inclusive, will be delivered after January 4th.
 
TERMS OF DELIVERY 

A delay of up to 10 working days must be allowed for delivery in Quebec and Ontario (10 to 14 in the rest of Canada) when products are in stock at our warehouse. In no event shall Jouets LOL Toys be liable for late delivery caused by an inventory shortage or a carrier.

For delivery outside of Canada, please contact our Jouets LOL Toys Customer Service by phone (514-278-8697) or email (info@loltoys.ca).

Unless otherwise specified, the ordering cut-off time is 3:00 p.m., local time, in order for us to process you item the same day. If you purchase an item after the cut-off time, your order will be processed the following business day.