This Return Policy explains how CHAL handles cancellations, returns, exchanges, damaged items, and warranty claims. Our goal is to provide a fair and transparent experience while protecting the quality and sustainability of our curated collections.

Return Eligibility (Canada Orders)

You may request a return within 30 days of delivery for eligible items purchased in Canada.

To be eligible for return:

- Items must be unused, unassembled, and returned in original packaging
- All parts, accessories, and documentation must be included
- Proof of purchase is required
- Return must be initiated by emailing contact@chal.ca within 30 days
of delivery

The following items are not eligible for return:

- Items individually marked "final sale" at the time of purchase. Sitewide or seasonal promotions do not make an item final sale.
- Items that have been installed, assembled, modified, or damaged after delivery
- Items returned in non-original condition (used, soiled, missing
parts, or assembled), which may receive a partial refund or no
refund at CHAL's discretion

Cancellations Within 3 Days — Free of Charge

If you change your mind within 3 days of placing your order, and the order has not yet been dispatched, you may cancel at no cost whatsoever.

- Email contact@chal.ca with your order number and the word "cancel"
- You will receive a full refund, including any shipping you paid
- No fees of any kind are deducted
- This applies to all orders: Montréal stock, local pickup, and items fulfilled by our manufacturing partners

We hold every order for this window before it enters preparation, so a cancellation made inside it costs you nothing and costs us nothing. If your order has already been dispatched within those 3 days, the change-of-mind terms below apply instead, and we will tell you so when you write to us.

Change-of-Mind Returns After 3 Days

After the 3-day cancellation window has passed, you may still return an eligible item within 30 days of delivery if it does not suit your space. CHAL does not charge any restocking fee on change-of-mind returns. The following conditions apply:

- You are responsible for arranging and paying the cost of returning the item to our Montréal store
- The item must arrive in the condition described under Return Eligibility above
- On arrival, we inspect the item, and once it passes inspection we refund the full purchase price of the item
- The original outbound shipping cost is non-refundable

Returns may be shipped to the address below, or dropped off in person at our Montréal store during opening hours. In both cases, please email contact@chal.ca first so we can log your return and watch for its arrival — items that arrive without a return being initiated can take significantly longer to process.

For local pickup orders (Montréal), cancellations remain possible after the "Ready for Pickup" notification but before the item is collected, and are refunded in full. Cancellation requests must be submitted in writing to contact@chal.ca within the 30-day pickup window outlined in our Shipping Policy. Orders left unclaimed beyond 30 days are considered abandoned and are not eligible for refund, exchange, or store credit.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery with:

- Your order number
- Clear photos of the outer packaging
- Clear photos of the damaged area
- A short description of the issue

After review, CHAL will determine the appropriate resolution based on the case. Resolutions may include:

- Replacement parts (when the issue is partial or component-related)
- A partial refund (when the issue is cosmetic and the customer wishes to keep the item)
- A full replacement unit (subject to availability)
- A full refund (in cases where no other resolution is appropriate)

The appropriate resolution is determined by CHAL based on the nature of the issue, product availability, and case evaluation. Damage claims submitted after 7 days from delivery cannot be processed. Defects that appear later in the life of the product are covered by our One-Year Limited Warranty below.

One-Year Limited Warranty

CHAL warrants that its products are free from defects in materials and workmanship under normal residential use for a period of one (1) year from the date of delivery. This warranty applies to orders placed in Canada and the United States.

What is covered

- Defects in materials or workmanship that appear under normal indoor residential use
- Structural failure of the body, base, frame, or joinery of a piece
- Failure of integrated LED components, wiring, switches, and cords supplied with the product
- Finish defects that are present from manufacture, such as flaking, blistering, or peeling not caused by use

What is not covered

- Normal wear and tear, including gradual fading, patina, minor scuffing, and loosening that maintenance would correct
- Damage caused by misuse, abuse, accident, neglect, mishandling, or dropping
- Damage caused by improper assembly, installation, storage, cleaning, or maintenance, including the use of abrasive materials or strong cleaning agents on finishes
- Any modification or alteration of the product, or use of non-CHAL replacement parts
- Commercial, rental, or outdoor use of products intended for indoor residential use
- Replaceable light bulbs and other consumables
- Natural variation in colour, grain, texture, and finish, which is inherent to our materials and is not a defect
- Damage occurring in transit, which is covered by the damaged-on-arrival terms above rather than by this warranty
- Products not purchased directly from CHAL or an authorised CHAL retailer
- Products for which proof of purchase cannot be provided

How to make a claim

Email contact@chal.ca within the warranty period with:

- Your order number and approximate delivery date
- Clear photos of the product as a whole
- Clear close-up photos of the affected area
- A description of the issue and when it first appeared

CHAL may ask you to return the affected part, or in some cases the complete product, for inspection before a claim is resolved. Where a claim is approved, CHAL covers the cost of shipping replacement parts or a replacement product to you, and the cost of returning any part we have asked you to send back. Where an inspection shows the issue falls outside this warranty, we will tell you why, and any return shipping remains your responsibility.

How a claim is resolved

Where a defect is confirmed within the warranty period, CHAL will, at its discretion and in this order of preference:

- Supply replacement parts or components
- Repair the product
- Replace the product with the same model, subject to availability
- Replace the product with a comparable model of equal value where the original has been discontinued
- Issue a refund of the purchase price where no other resolution is appropriate

Replacement parts and products are covered for the remainder of the original one-year period, not for a new one-year period.

Your legal rights

This warranty is a commercial warranty offered by CHAL in addition to the legal warranties you already hold, and it does not replace, reduce, or limit them in any way.

Under the Civil Code of Québec and the Québec Consumer Protection Act, goods must be fit for the use for which they are intended and must be durable in normal use for a reasonable length of time, having regard to their price, the terms of the contract, and the conditions of use. These legal warranties apply automatically, cannot be waived, and may in some cases extend beyond the one-year period described here. Customers in other Canadian provinces and in the United States hold equivalent statutory rights under their own applicable legislation. Nothing in this policy limits those rights.

This warranty is offered to the original purchaser and requires proof of purchase.

Reservations and Out-of-Stock Items

Some CHAL products are available through reservation when inventory is temporarily unavailable.

- Reservations may be cancelled at any time before shipment for a full refund
- Once the item has shipped, the standard return conditions above apply

Incorrect or Incomplete Address

If a package is returned to us due to a customer-provided incorrect or incomplete address, the customer is responsible for the cost of re-shipping the order. If the customer requests a cancellation instead of re-shipping, the original shipping cost will be deducted from the refund.

Refund Process

Once your return is received and inspected, we will notify you by email of the approval status. Approved refunds are processed to the original payment method within a few business days.

Original shipping costs are non-refundable unless the item is defective or incorrect, or unless the order was cancelled within the 3-day window described above.

Exchanges

We only replace items if they are defective or damaged. If you need assistance, please contact our support team before sending any item back.

Return Address (Canada)

CHAL Decoration
4083 Saint Laurent
Montréal, QC H2W 1Y7
Canada

Returns may also be dropped off in person at our Montréal store during opening hours, after initiating your return by email.

Need Help?

If you have questions about a return or a warranty claim, please contact us at:
Email: contact@chal.ca

CHAL may update this policy from time to time to reflect operational changes. The version shown on this page is the current policy.