Returns & exchanges
At Jardin de VIlle, we are committed to complete customer satisfaction. If your purchase does not meet your expectations, or if the product is defective or damaged, we will be pleased to resolve the situation.
Please contact our customer service team within seven (7) working days of delivery of your products so that we may assist you.
Returns and exchanges must meet the following conditions:
- The product is in its original state, unused, not modified and not washed;
- The product is in its original packaging with all its labels still attached.
Products purchased online may be returned free of charge at our distribution centres, or returned by mail or through our delivery service, for a fee that’s equivalent to shipping rates. No exchanges or refunds are permitted for special order items (customized or customer-specified items), mattresses, duvets, pillows, cushions, bedding or textiles. For all other items, the customer has the option to request an exchange or a credit note within seven (7) days of delivery. In this case, the delivery and return costs will be the customer's responsibility.
All refunds will be issued within five (5) to ten (10) business days working days following our receipt of the returned product. Your refund will be issued to the same credit card or other payment method used to make the purchase, less the delivery fees (where applicable). Delivery charges are non-refundable.
You will be notified by email when the refund has been processed. Please note your financial institution may require additional processing time to credit your account.
You have the option to cancel your order partially or fully within three (3) days for special orders (customized or customer-specified items) and within seven (7) days for regular orders following your purchase. To initiate a cancellation, contact your in-store advisor or our customer service team. If the cancellation is made within the specified timeframes, the amount paid will be refunded. Beyond these time limits, Jardin de Ville will apply cancellation fees as follows:
- A minimum of 40% of the value of the cancelled items for any special order.
- 15% of the value of the cancelled items or a credit note equivalent to the amount paid of the cancelled items for any regular order.
For all orders related to the Winsol collection (pergolas and awnings), you have the option to cancel your order up to 24 hours before the order is placed with the supplier. All costs associated with the order (travel, design, and site pre-visit) must be paid to G2MC Inc. After these deadlines, G2MC Inc. will impose cancellation fees equal to 50% of the value of the cancelled items.
Jardin de Ville works with suppliers and manufacturers who offer various warranties on all their products. These warranties are limited to the replacement (identical product or equivalent value) or repair of defective items. A replacement will be made following verification and approval by the manufacturer. The warranty is non-transferable if you resell the product.
The installation of outdoor furniture in an area exposed to gusty winds and severe weather conditions is not covered by our suppliers' limited warranty, and Jardin de Ville cannot be held responsible for damage caused by such weather conditions. It is the customer's responsibility to declare if they plan to expose their furniture to such conditions. In such cases, the sale may be refused or marked with the "High Winds" designation, which requires the installation of additional ground fixtures at the customer's expense.