Return policy

Return of Goods

Damaged product:

If, upon reception of your order, a product is damaged or does not correspond to what was ordered, Brault & Bouthillier is committed to exchange or refund it, including shipping costs, provided that the product is returned in its original packaging, within the prescribed time*, accompanied by a copy of the invoice and the Authorized Merchandise Return (RMA) voucher.

If the product is not damaged, but you want to return a product, you have three options: exchange the product for another, get a credit note or request a refund. Products that do not present any defects, must be returned in their original packaging, accompanied by the Authorized Merchandise Return (RMA) voucher, as well as a copy of the invoice.

Purchases made online or by the order desk:

If you wish to return a product you have purchased from any of our online stores, you must first obtain an Authorized Merchandise Return (RMA) voucher from a customer service agent. In order for the return to be accepted, the product must be returned in good condition, in its original packaging and accompanied by the invoice and the Authorized Merchandise Return voucher (RMA). A restocking fee of 20% of the refunded goods will automatically be applied and could go up to 50% of the refunded goods depending on the condition of the products.

In-store purchases invoiced to an institutional account:

If you would like to return a product that you purchased in-store and that has been invoiced to an institutional account, you must first obtain an Authorized Merchandise Return (RMA) voucher from a Customer Service Agent before presenting yourself in-store. In order for the return to be accepted, the product must be returned in good condition, in its original packaging and accompanied by the invoice and the Authorized Merchandise Return (RMA) voucher. A restocking fee of 20% of the refunded goods will automatically be applied and could go up to 50% of the refunded goods depending on the condition of the products.

How to obtain an Authorized Merchandise Return voucher (RMA):

All merchandise returns must be communicated to Brault & Bouthillier’s Customer Service by calling 514-273-9186 or 1-800-361-037 or by filling out the form https://bb.ca/en/contact-us/. If the return conditions are met, the customer service agent will provide you with an Authorized Merchandise Return (RMA) voucher.

Important: You will need this RMA voucher to make a return by mail or in-store. No return will be accepted without the Authorized Merchandise Return (RMA) voucher.

For any other exchange or return needs that are beyond the scope of this policy, please contact Brault & Bouthillier’s Customer Service at 514-273-9186 or 1-800-361-0378 or by filling out the form https://bb.ca/en/contact-us/

* Prescribed deadlines vary according to the type of customer:

Institutions & Professionals: 90 days.

Parents & Families: 30 days.