Return and refund policy

Return and refund policy

At Univers RcLoisirs, customer satisfaction is our top priority. We are committed to offering quality products, along with transparent service that respects your rights.

1. Special orders and non-refundable deposits

Any item specially ordered at your request requires a non-refundable deposit required at the time of ordering.
Once the item is received in store, you have 14 working days to come and collect your purchase.
After this period, the item may be returned to the supplier or put back on sale, without refund of the deposit.

2. Out-of-stock products – reservation

If you make a deposit to reserve a product that is temporarily out of stock, it will be automatically set aside upon receipt.
The balance must be paid upon in-store pickup within 14 business days of notification of availability.

3. No exchanges or refunds on:

• Special orders

• Products reserved on consignment

• Opened, damaged or used items

4. Defective Products

If a product is delivered damaged or non-compliant, please contact us within 7 days of receipt.
Depending on the case, we will proceed with an exchange, a refund or a repair, in accordance with the Consumer Protection Act.

5. Responsibility during transport (initial shipment)

Univers RcLoisirs is responsible for packaging and handing the parcel over to the carrier with a valid tracking number.
Once the package is handed over to the carrier, Univers RcLoisirs no longer has any control over its delivery.
Any delay, damage, loss or blockage occurring during transport is the responsibility of the carrier and, for international orders, of the customs authorities.
It is the customer's responsibility to check the condition of the package upon receipt and to report any anomalies within 7 days in order to allow a claim to be opened.

6. Return costs

Return shipping costs are the responsibility of the customer, except in the case of an error on our part or a defective product.
Returns due to a change of mind, personal preference, or incompatibility are entirely at the customer's expense.

7. Return Procedure

All return requests must be made within 7 days of receipt.
info@urcloisirs.com or call 1-873-208-1050 to obtain a return authorization.
No returns will be accepted without prior authorization.

8. Condition of the product upon return

To be eligible for a refund or exchange, the product must be returned in its original condition, unused, complete and in its original undamaged packaging.
Any incomplete, damaged or used product may be refused or subject to a deduction.

9. Refund period

Once the product has been received and inspected, the refund will be issued within 7 to 14 business days, depending on the original payment method.

10. Non-returnable products

Some products cannot be returned, including:

• Hygiene products

• Custom products

• Digital or downloadable content

• Products opened or used

11. Responsibility during return transport

The responsibility for the returned product lies with the customer until it is received by Univers RcLoisirs.
We strongly recommend using a carrier with tracking and insurance.
No refund will be given for a package lost or damaged during return shipping.

12. International Orders

Taxes, customs duties, VAT and import fees are non-refundable.
Any package refused or returned due to non-payment of these fees will not result in any refund of the product or shipping costs.