Last updated: September 2026
At LA FERME MONGRAIN, we want our customers to receive their orders in good condition and as described on our website. This Refund and Returns Policy explains how returns, refunds and order issues are handled.
1. Contact Us Before Returning an Order
If you have an issue with your order, please contact us as soon as possible before returning any product.
Please provide:
- Your name;
- Order number;
- Description of the issue;
- Photographs of the product or packaging, where applicable.
Email: contact@lafermemongrain.com
Phone: +1 514 555-1235
We will review your request and provide you with the appropriate instructions.
2. Damaged Products
If your firewood arrives damaged, please contact us promptly after delivery.
Where appropriate, please provide photographs showing the condition of the product and packaging.
After reviewing the situation, we may offer an appropriate solution, which may include a replacement, partial or full refund, or another remedy depending on the circumstances and applicable law.
3. Incorrect or Missing Products
If you receive a product that is different from what you ordered, or if part of your order is missing, please contact us as soon as possible.
We will review the order and, where the issue is confirmed, take appropriate steps to correct it.
4. Natural Characteristics of Firewood
Firewood is a natural product. Individual pieces may vary in:
- Colour;
- Shape;
- Texture;
- Size;
- Bark;
- Appearance.
These natural variations do not necessarily constitute a defect or justify a return or refund.
Any specific product characteristics or specifications will be indicated on the applicable product page when relevant.
5. Change of Mind and Unwanted Orders
Customers who change their mind after placing an order should contact us as soon as possible.
Whether an order can be cancelled, returned or refunded may depend on the status of the order, whether the product has already been prepared or delivered, the nature of the product, and applicable consumer protection legislation.
Nothing in this policy limits any mandatory consumer rights provided under applicable Québec or Canadian law.
6. Refunds
Where a refund is approved, the amount and method of the refund will depend on the circumstances of the order and the applicable legal requirements.
For orders paid by Interac e-Transfer, we may contact the customer to obtain the information necessary to process an applicable refund securely.
Refund processing times may vary depending on the circumstances and the financial institution involved.
7. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
Cancellation requests are subject to the status of the order and applicable law.
If an order has already been processed or delivered, additional conditions may apply.
8. Return Conditions
Where a return is authorized, LA FERME MONGRAIN will provide the customer with the applicable return instructions.
Customers should not return products without first contacting us and receiving instructions.
Where a return is required, the applicable return costs and conditions will depend on the reason for the return and applicable law.
9. Products That Cannot Be Returned
Certain products or situations may not be eligible for return where permitted by applicable law, including products that have been used, altered, damaged after delivery, or otherwise rendered unsuitable for resale.
This does not affect any mandatory legal rights or remedies available to consumers.
10. Consumer Rights
This policy is not intended to exclude or restrict any rights, warranties or remedies that consumers may have under applicable Québec or Canadian legislation.
Where mandatory consumer protection legislation provides a customer with a right to cancellation, return, repair, replacement or refund, those legal rights will apply.
11. Contact Information
For any question concerning returns or refunds, please contact:
LA FERME MONGRAIN
J.P. MONGRAIN INC.
2935 Bd Perrot
Notre-Dame-de-l’Île-Perrot, QC J7W 2R9
Québec, Canada
Phone: +1 514 555-1235
Email: contact@lafermemongrain.com
We will review each request and provide the appropriate information based on the circumstances of the order and applicable law.