Returns Policy

Return Policy
Last Updated: June 28, 2026

At Kervais Montréal, we do everything we can to keep our customers satisfied. However, there may be occasions when you wish to return a product. Below we clearly explain our return policy. We are happy to help you — if you are unsure about anything, please contact us first at info@kervaismontreal.com.

1. How we operate

Kervais Montréal operates according to a direct-from-supplier model. To reduce waste and minimize our CO₂ emissions, we do not maintain a large inventory: items that are not in stock are shipped directly from our supplier (located in China). This means that returns must also be sent to our supplier’s return address in China.

2. Return period and registration

• You can request a return within 14 days after receiving the item, through Kervais Montréal.
• You can only request a return after you have physically received the item.
• When submitting your request, always include your order number and a valid reason for the return.
• Once your request has been approved, we will provide you with our supplier’s return address.

3. Conditions

• A valid reason for the return is always required.
• Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags still attached.
• Trying on is allowed, wearing is not.
• Discounted (sale) items cannot be returned without a valid reason.
• Intentionally ordering multiple sizes with the purpose of returning part of the order is not permitted.
• Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewelry), unless they are unopened and unused.

4. Return costs and process

• Return shipping costs are entirely the responsibility of the customer, including international shipping and any applicable customs fees.
• The item must be returned to our supplier’s return address in China.
• The customer is responsible for shipping, the associated costs, and tracking the return shipment.
• We always recommend using a shipping method with tracking; without proof of shipment, we cannot process a return.

5. Customer-friendly alternative solution

Because international returns can be expensive and time-consuming, we are happy to work with you to find a suitable alternative solution (for example, a partial refund or discount), which will be agreed upon by email. Please always contact us first at info@kervaismontreal.com before returning anything.

6. Defective, incorrect, or damaged item

If there is an issue with your order — for example, the size, fit, or quality — please email us within 14 days after receiving your order, including clear photos and a description of the problem. Without photos and a description, we cannot process your claim and there will be no right to a return or refund. With this information, we will find an appropriate solution as quickly as possible.

7. Refunds

A refund can only be issued after the item has been received and approved at the return address in China. Once approved, we will refund the purchase amount within 14 days using the original payment method. Original shipping costs are not refundable.

8. Cancellations

It is not permitted to cancel an order after it has been placed and entered into processing. No refund or chargeback may be initiated before the item has actually arrived and been received. If you have a question or problem with your order, please contact us first at info@kervaismontreal.com instead of immediately initiating a chargeback or refund.

9. Liability

• We are not responsible for lost packages if the tracking information shows that the item was delivered to the address provided by the customer.
• An incorrectly provided address is the responsibility of the customer.
• Address errors must be reported within 24 hours after placing the order via info@kervaismontreal.com.