Refund policy

Given the nature of the items in our catalog, our food products are final sale only. However, we guarantee the accuracy of the products shipped. If you notice a problem, please contact us directly.

For kitchen equipment and other accessories, the return, exchange, and refund window is 15 days. Products must be in new, unused condition with their original packaging intact or with all original tags still attached. Proof of purchase is required, and the products will be inspected.

We reserve the right to refuse a return, exchange, or refund if the above conditions are not met, or for a transaction made without an associated customer account (including name, phone number, and/or email address) or from a third-party customer account.

All purchases are subject to a 3% handling, credit, and restocking fee upon refund. The refund amount is the purchase price of the product(s) plus taxes, less 3%.

Credit and debit card refunds are issued via the same payment method used for the purchase.

These fees apply and will be charged for any return or refund requested by the customer for which Granola Extra or its suppliers are not responsible.

Contact us at service@granolaextra.com before returning a product. Prior written authorization is required.

Conditions

Shipping fees are non-refundable. If an exchange involves shipping an alternative product, the standard shipping rate (excluding promotional offers) will apply.

Unless there is a manufacturing defect validated by the manufacturer, special orders are not eligible for exchange or refund.

Eligible exchanges can be made free of charge within 15 days of purchase. If a balance is owed after an exchange, a 3% restocking and handling fee will be charged on the refunded amount.

At the customer's discretion, the outstanding balance can be kept in their online account for future use or issued as a gift certificate. In these cases, no credit fees will be charged.

Customers wishing to save on shipping costs have 15 days to pick up their purchases in-store (3180 Chemin Sainte-Foy, Quebec City, QC G1X 1R4), unless prior arrangements have been made with a store manager. After this period, our team will attempt to contact the customer by phone and/or email to notify them. This notification is considered final. If we do not hear from the customer or if they still delay picking up their purchase, the sale will be considered cancelled 30 days after the purchase date. The refund policy will then apply, and the refund will be issued as a credit note to the customer's account.

Refunds can take up to 10 business days, depending on the payment method used, the issuer, or the bank.

Warranty

Please note that our suppliers' warranties take precedence and apply at all times, unless otherwise stated. If you have a problem with a product purchased from us, please contact us first to find out the procedure. We can guide you through the steps to have your warranty honored.

Do not ship defective items to us without prior written authorization. Items returned for warranty service must be properly cleaned beforehand. We will refuse to process dirty items.

We reserve the right to refuse warranty service for items purchased from another retailer. Additional fees may apply.

Always contact us BEFORE initiating any process if you wish to request our assistance with warranty service.

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To make a return, you must provide us with a receipt or proof of purchase.

Please do not return your purchase to the manufacturer or directly to Granola Extra. Contact us to obtain your return authorization.

Refund (if applicable)

Once we receive and inspect the returned item, we will send you an email to confirm receipt. We will also notify you of our decision regarding the approval or rejection of your refund request.

If your request is approved, your refund will be processed, and a credit (less any applicable fees) will automatically be applied to your credit card, original method of payment, or gift certificate within a few business days.

There are certain situations where only a partial refund may be considered, at Granola Extra's sole discretion.

Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

Any item returned more than 15 days after delivery.

Exchange (if applicable)

We only replace items if they are defective or damaged and after inspection by us. Granola Extra's decision is based, in particular, on the terms and conditions of the supplier involved, regarding their repair, replacement, or warranty policy.

If you would like an exchange for the same item, please email us at service@granolaextra.com to obtain your return authorization number. We will then contact you, and you can send us your item.

Gift Return

If the returned item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or if the gift giver preferred to receive the item first to give it to you later, we’ll issue a refund to the gift giver, and they’ll be notified that you returned the item.

Shipping

To return a product, you must mail it after receiving authorization from the store manager, who will provide you with a return authorization number. Ship to:

Granola Extra
Authorization #_ _ _ _ _
3180, chemin Sainte-Foy
Quebec City, QC
G1X 1R4

All authorized returns must be sent with due care and in suitable packaging, clearly including the order number.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from it.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item worth over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.