Refund Policy

Return & Refund Policy

Last updated: August 11, 2026

Order Confirmation and Acceptance of This Policy

By placing an order through the Élane Montréal website, you confirm that you have had the opportunity to review this Return & Refund Policy before completing your purchase.

By submitting your order, you acknowledge that:

  • you have reviewed our return conditions and applicable time limits;

  • you agree to follow the return procedure described below; and

  • order information, tracking records, photographs, and relevant communications may be used to help resolve a payment dispute or chargeback.

Nothing in this policy limits any rights or remedies available to you under applicable consumer protection law.

30-Day Returns

We hope you love your purchase. If an item is not right for you, you may request a return within 30 days after the order is delivered.

To qualify for a return, the item must:

  • be unused, unworn, and unwashed;

  • be in its original condition, with all original tags attached;

  • be returned in its original packaging, where reasonably possible; and

  • show no signs of wear, damage, alteration, stains, odours, or misuse.

You may inspect an item as you normally would in a retail store, but items that have been worn beyond what is reasonably necessary to check their fit, appearance, or condition may not be accepted.

For returns that are not caused by a defect, damage, or an error by Élane Montréal, the customer is responsible for all return shipping and handling costs. Returns must be sent to our designated central return warehouse in Asia. The exact return address and instructions will be provided after your return request has been approved.

How to Request a Return

To request a return:

  1. Email info@elanemontreal.com within 30 days after delivery.

  2. Include your order number, full name, delivery address, and reason for the return.

  3. If the item is damaged, defective, or incorrect, include clear photographs or a short video showing the issue.

  4. Wait for our return approval and shipping instructions before sending the item.

Do not return an item to the sender's address shown on the parcel or to any other address without our written approval. Returns sent without authorization, or to an incorrect address, may be delayed, refused, or returned to the sender.

We strongly recommend using a tracked shipping service. Please keep your shipping receipt and tracking information until your return has been completed. Élane Montréal is not responsible for an authorized return that is lost or damaged while being shipped back by the customer, except where responsibility cannot legally be excluded.

Return Inspection and Refunds

Once your return arrives, we will inspect it and notify you whether the refund has been approved. Approved refunds will be issued to the original payment method within 7 business days after we receive and inspect the returned item.

Your bank, credit card provider, or payment service may require additional time to post the refund to your account. Original shipping charges are not refundable unless the return is due to a defective or incorrect item, or a refund of those charges is required by applicable law.

We reserve the right to reject a voluntary return if the item does not meet the conditions in this policy. If a return is rejected, we will contact you to explain the reason.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If an item is damaged, defective, or different from what you ordered, contact info@elanemontreal.com preferably within 48 hours after delivery so we can investigate promptly.

Please provide:

  • your order number;

  • a brief description of the issue; and

  • clear photographs or a short video showing the item, packaging, and problem.

Once the issue has been verified, we will provide an appropriate solution, which may include a replacement or refund. Depending on the circumstances, you may not be required to return the item. If an approved defective or incorrect item must be returned, Élane Montréal will provide instructions and cover the reasonable return shipping cost where required.

Replacements are generally processed within 7 to 14 business days, subject to availability. The 48-hour reporting request does not limit any mandatory legal warranty or consumer right that applies to your purchase.

Lost Packages

If your package appears to be lost in transit, email info@elanemontreal.com with your order number and tracking information. We will review the shipment and work with the carrier to investigate.

If the carrier confirms that the package was lost before delivery, we will offer an appropriate replacement or refund.

Refused, Unclaimed, or Undeliverable Packages

Customers are responsible for providing a complete and accurate delivery address and for accepting or collecting their package when required.

If a package is refused, remains unclaimed, or is returned because the address supplied at checkout was incomplete or incorrect, the actual reasonable shipping and administrative costs incurred by Élane Montréal, up to $35 CAD, may be deducted from any refund where permitted by law. Original shipping charges will not be refunded in these circumstances.

Order Cancellations

To request a cancellation, email info@elanemontreal.com as soon as possible after placing your order. Because orders may enter processing automatically, we cannot guarantee that a cancellation request will be completed before the order is packed or shipped.

Once an order has shipped, it cannot be stopped or cancelled through our fulfilment process. After delivery, you may request a return under the 30-day return procedure above.

Any cancellation or refund rights that apply under provincial, territorial, or other applicable consumer protection law remain unaffected.

Chargebacks and Dispute Resolution

If you experience a problem with an order, please contact info@elanemontreal.com first. We will make a reasonable effort to investigate and resolve the matter promptly and fairly.

If a chargeback or payment dispute is opened, Élane Montréal may provide the payment provider or financial institution with relevant supporting records, including:

  • the order confirmation and checkout information;

  • tracking and delivery records;

  • this policy as presented at the time of purchase; and

  • relevant customer service communications, photographs, or videos.

Nothing in this section limits your right to contact your payment provider or exercise any remedy available under applicable law.

Important Information

  • Approved change-of-mind returns must be sent to our designated central return warehouse in Asia at the customer's expense.

  • Return shipping fees are not prepaid or reimbursed for change-of-mind returns.

  • Items that are used, worn, washed, altered, damaged, or returned in an unsanitary condition will not be accepted.

  • Élane Montréal is not responsible for carrier delays or customs processing outside our reasonable control.

  • Please obtain return approval before shipping any item.

Contact Us

If you have any questions about this policy or wish to request a return, contact our Customer Support Team at info@elanemontreal.com.