Refund policy
Return & Refund Policy
Effective Date: June 1, 2026
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At Le Pois Inc., we stand behind the quality and craftsmanship of every product we create. We want your experience to be exceptional, from the moment your order is placed to the very last use. If something isn’t right, we’re here to help.
1. Our Commitment to You
We take great pride in delivering premium skincare products that meet the highest standards of quality. We strive to ensure every order meets our quality standards before it is dispatched. If your product arrives damaged, defective, or incorrect, we will make it right.
2. Eligibility for Returns
To be eligible for a return or refund, the following conditions must be met:
· The item may be returned whether opened or unopened, used or unused. We accept returns on all eligible products regardless of seal status.
· The return request must be initiated within 30 days of the delivery date.
· Proof of purchase (order number or receipt) must be provided. If you do not have your order number, please contact us and we will do our best to locate your order.
· Items that are unused or unopened must be returned in the same condition in which they were received, including all original packaging, inserts, and components.
We accept returns on all eligible Le Pois Inc. products (opened or unopened, used or unused), within 30 days of delivery. Certain items are non-returnable, as listed in Section 3. To protect the safety of all customers, any returned item, direct to us or through Shopify, that has been opened or used will be responsibly destroyed upon receipt and will not be restocked or sold.
All returns through our Amazon.com or Amazon.ca storefronts follow Amazon’s return policy.
3. Non-Returnable Items
The following items are not eligible for return or refund:
· Gift cards or store credits
· Products purchased on sale or during promotional events (unless defective or damaged).
· Items marked as “Final Sale” at the time of purchase.
4. Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact our Customer Experience team within 7 days of delivery. To process your claim, we may ask for:
· Clear photographs of the damaged or defective item.
· A photo of the original packaging and shipping label.
· Your order number and a brief description of the issue.
Once your claim is reviewed and approved, we will offer either a replacement product or a full refund to your original payment method, whichever you prefer.
5. Allergic Reactions & Sensitivity
We formulate our products with care and transparency, and every ingredient is listed on our product packaging. We strongly recommend performing a patch test prior to full application, particularly if you have sensitive skin, known allergies, or are trying a new formula for the first time.
If you experience an allergic reaction or skin sensitivity after using a Le Pois Inc. product, please discontinue use immediately and consult a healthcare professional. Please contact us as soon as possible at contact@lepois.com, and we will arrange a return and full refund. Your feedback will be documented by our quality assurance team. Any returned product will be responsibly destroyed and not resold.
6. How to Initiate a Return
To begin the return process, please follow these steps:
1. Email us at contact@lepois.com with your order number, the item(s) you wish to return, and the reason for the return.
2. Our team will respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number, where applicable.
3. Securely package your item and ship it to the address provided in our return instructions. We recommend using a trackable shipping method, as Le Pois Inc. is not responsible for items lost in transit.
4. Retain your proof of postage until your return has been processed.
7. Return Shipping Costs
Customers are responsible for the cost of return shipping unless the return is the result of our error (e.g., wrong item sent, defective product, or damaged in transit) or an allergic reaction. In those cases, we will provide a prepaid return shipping label.
Original shipping charges are non-refundable unless the return is due to our error or an allergic reaction.
8. Refund Processing
Once we receive and inspect your returned item, we will notify you of the status of your refund within 3-5 business days. Approved refunds will be issued to your original payment method. Please allow the following processing times:
· Credit and Debit Card Refunds: 5-10 business days (depending on your financial institution).
· Shopify Store Credit: Issued within 2 business days.
· Amazon Orders: Refunds are processed in accordance with Amazon’s refund policies and timelines.
9. Exchanges
We do not process direct exchanges. This does not apply to replacements offered for damaged or defective items under Section 4. If you would like a different product, please return the original item (if eligible) and place a new order. This ensures faster processing and the best possible service.
10. Amazon Storefront Returns
If your purchase was made through our Amazon storefront, your return is subject to Amazon’s return and refund policies. For Amazon orders, we recommend initiating your return through your Amazon account. Please feel free to contact us directly at contact@lepois.com if you need any assistance.