Customer care
Returns, refunds
and arrival guarantee.
Different conditions apply to living plants and other products.
A plant arrived dead?
The DOA guarantee is included in both plant shipping rates, including when shipping is free. It covers the plant’s condition on arrival, not its subsequent growth or development in your aquarium.
- Receive the parcel on the first delivery attempt and do not leave it outside for more than one hour.
- On opening, take clear photographs of the affected plant, its container and the parcel packaging.
- Promptly email sales@sousleau.ca with your order number, photographs and a description. Keep the packaging and wait for instructions before returning or disposing of the affected items.
After a claim is reviewed and accepted, we refund the amount paid for the eligible plant and the corresponding taxes to the original payment method. Shipping charges are not refunded under this commercial guarantee unless required by law. Restocking fees do not apply to accepted DOA claims.
Natural differences in size or colour alone do not mean a plant is dead on arrival. Contact us if you are concerned about its condition.
Returns of other products
For non-perishable products, request return authorization within 15 days of purchase and provide proof of purchase. Items must be unused, in their original condition and original packaging. Gift cards, perishable goods and sale items are not eligible for change-of-mind returns.
An accepted voluntary return is subject to a 20% restocking fee. Return shipping is your responsibility and original shipping charges are not refunded. These restrictions do not apply to mandatory remedies for defective, non-conforming or incorrectly supplied goods.
Contact us for the return address and instructions before sending anything. Do not send your purchase directly to the manufacturer.
Damaged, defective or incorrect products
Send your order number and photographs to customer care. We will review the issue and explain the appropriate remedy: replacement, repair or refund, depending on the product and your rights. Applicable legal warranties also cover sale items.
Changes and cancellations
Contact us as soon as possible. Changes depend on the preparation and shipping status of the order. A shipped parcel cannot always be intercepted. Statutory cancellation rights remain unaffected.
Refund tracking
We email confirmation when a refund is accepted and processed. Posting times then depend on your financial institution. Check your statement and contact us with your order number if there is a delay.
Your rights remain protected
This commercial policy does not limit legal warranties or mandatory remedies in your province or territory, including remedies for non-conforming goods or issues with distance purchases.
Read our shipping conditions