Refund and Return Policy

Our site takes quote requests. Nothing is paid online. Orders are confirmed and paid with our team, by phone, by email or in person.

1. Flowers

Flowers are prepared by our partner florist. They are perishable. Cancellation or changes are free until the florist begins preparing them, normally within 2 hours of confirmation. Once flowers are prepared or delivered, no refund is possible.

If an arrangement arrives damaged or does not match the order, contact us within 24 hours with a photo for a replacement or partial credit.

2. Standard memorial products

Standard products (urns, plaques, keepsakes, not personalized) are returnable within 14 days of delivery, provided they are unused and in their original packaging. Return shipping is paid by the customer, unless the item arrived damaged or defective. Refunds are issued to the original payment method within 14 days of receiving the item.

3. Personalized, engraved or made-to-order items

These items are not returnable, except in the case of a manufacturing defect or an engraving error on our part, which we fix or replace at no cost.

4. Funeral services and prearrangement contracts

These services are governed by your written contract and by Quebec law, including the Act respecting prearranged funeral services and sepultures. Cancellation rights for prearrangement contracts are set out in your contract.

5. Your legal rights

Nothing in this policy limits your rights under Quebec's Consumer Protection Act. Where the law gives you more, the law prevails.

6. How to ask

For any questions about refunds and returns, write to info@letoiledunord.ca or call us at 514-482-7474 with your order or quote number. We answer within one business day.