Refund policy

Policy for Incorrect Product Orders and Exchanges:

If a customer receives an incorrect product and wishes to exchange it:

The customer will be responsible for covering the return costs of $10.99 plus taxes to send the item back to the CONCEPT C. SHOP shipping center. Upon receiving the item, we will conduct usage checks and refund the product, deducting the shipping fees. This method expedites the process, enabling the customer to place a new order for the desired product, subject to item availability.

Customers can track their parcel's progress directly on the Canada Post website using the tracking number provided in the email confirming the parcel's shipment.

To avoid return fees, customers also have the option to return the product to one of our branches.

If there is any discrepancy in the information provided, your file may be subject to investigation. Due to the rise in fraud cases, our internal policy requires additional verifications before parcels are dispatched. Therefore, CONCEPT C. SHOP reserves the right to suspend the order for these checks, which may result in additional time for order dispatch.

In case of disputes or refusal of payment by officially accredited banking institutions, CONCEPT C. SHOP reserves the right to suspend or cancel the delivery of the order, as well as to refuse or cancel any order from a customer with whom there is an ongoing dispute regarding payment or return of an order. The transfer of ownership of the products sold on the CONCEPT C. SHOP website occurs at the moment of full payment for the order. Until the items have been fully paid for by the customer, they remain the property of CONCEPT C. SHOP. A detailed invoice will be sent by email to the customer after they place their order. Invoices remain printable from "my account" on the customer's personal page of the CONCEPT C. SHOP website from the time of order shipment.

Return Policy (Online Purchase):

To initiate a return, please contact our Concept C customer service by emailing info@conceptcshop.com. Be sure to provide your name, order number, and reason for the return. Exchanges or returns are accepted within 14 days of receiving the parcel, subject to the following conditions:

• The item must not have been used. If it is a product, it must still be sealed.
• It must be kept in its original packaging, which must be intact (no tearing on the box), and no postal sticker should be affixed to the packaging.
• All tool components must be included, from the instruction booklet to the protective plastic on the power outlet.
• Your transaction receipt or details are REQUIRED.
• The reason for exchange or refund must be valid and verifiable.

Please note that Concept C reserves the right to refuse an exchange at any time.

A return label will be provided, and return fees of $10.99 (+ taxes) will be deducted from your refund. You will have 7 business days from receiving your label to return the tool to us.

For the holiday season, any purchase made after November 1, 2024 (meeting the above conditions) can be returned until January 10, 2025.

Return Procedure (Online Purchase):

To return the item or items, please pack them in the original product box. If this is not possible, ensure to adequately protect the return in a box to avoid damage during transit. Attach the return label to the package and drop it off at a Canada Post office. The item must be received within 14 days of the return label being sent.

The refund will be made on the value paid by the customer for the product(s), including taxes, after deducting shipping fees.

The return processing and credit to your account may take up to 3 business days. We will notify you by email once your return has been processed. Please note that your financial institution may take longer to process the transaction (up to 72 hours following the refund confirmation email).

For any questions regarding your return, please contact our customer service at info@conceptcshop.com

Important: We do not accept returns from the United States.

Return Policy (Online Purchase – In-Store Return):

You have the option to return an online purchase in-store. However, it is imperative that you contact our Concept C customer service by emailing info@conceptcshop.com to process the return.

Be sure to provide your name, order number, and reason for the return. Exchanges or returns are accepted within 14 days of receiving the parcel, subject to the following conditions:

• The item must not have been used. If it is a product, it must still be sealed.
• It must be kept in its original packaging, which must be intact (no tearing on the box), and no postal sticker should be affixed to the packaging.
• All tool components must be included, from the instruction booklet to the protective plastic on the power outlet.
• Your transaction receipt or details are REQUIRED.
• The reason for exchange or refund must be valid and verifiable.
• Please note that Concept C reserves the right to refuse an exchange at any time.
• Once you have returned your parcel in-store and after our usual checks, the refund will be made directly to your credit card. Please allow 24 to 48 business hours.