Refund policy

 

Last updated: September 2026

At Bonbon Bar, we want you to be happy with your purchase. This policy applies to purchases made online and in-store, subject to any rights provided by applicable law.

1. Candy and food products

For food safety, hygiene, and quality-control reasons, all candy, food, and beverage products are final sale. They cannot be returned or exchanged because of a change of mind, personal preference, or an ordering error made by the customer.

This restriction does not apply when a product is damaged, defective, incorrect, or unfit for consumption when received.

Normal variations in appearance, colour, texture, or taste do not necessarily mean that a product is defective. Certain products, including chocolate and heat-sensitive candy, may also melt or change during shipping. We assess these situations individually.

2. Non-food merchandise

Non-food merchandise may be returned within 14 days of delivery for an online order or within 14 days of purchase for an in-store purchase.

To qualify for a return, the item must:

  • be unused, unopened, and in its original condition;

  • be in its original, undamaged packaging;

  • be accompanied by a receipt, order number, or other proof of purchase.

Sale items, personalized items, and gift cards are final sale unless otherwise required by law.

3. Damaged, defective, missing, or incorrect products

Please inspect your order as soon as it arrives. If a product is damaged, defective, missing, or different from what you ordered, contact us at bonjour@bonbon-bar.com within 48 hours of delivery.

Please provide:

  • your name and order number;

  • a description of the problem;

  • photographs of the product, its packaging, and the shipping parcel.

Keep the product and packaging until we have completed our assessment. If the claim is approved, we will offer a replacement, exchange, or refund, depending on the circumstances. Bonbon Bar will cover reasonable return costs when the issue is caused by our error or a defective product.

The 48-hour period helps us resolve shipping problems promptly and does not limit any rights provided by applicable law.

4. Returning an online order

Before returning an item, contact us at bonjour@bonbon-bar.com for authorization and return instructions.

Unauthorized returns may be refused. Please do not send returns COD.

Unless the return is caused by our error or a defective product:

  • return shipping costs are the customer’s responsibility;

  • original delivery charges are non-refundable;

  • the customer is responsible for the item until Bonbon Bar receives it.

We recommend using a tracked shipping service. Bonbon Bar is not responsible for returns lost or damaged in transit.

Eligible online purchases may also be returned in-store with proof of purchase.

5. Refunds and exchanges

All returned merchandise is inspected. We will notify you when your return has been accepted or declined.

Approved refunds are issued to the original method of payment. Please allow up to 10 business days for processing. Your bank or card issuer may require additional time before the refund appears in your account.

Exchanges are subject to product availability. If the requested item is unavailable, we may issue a refund or, with your agreement, provide store credit.

6. Gift cards

Gift cards are non-refundable and cannot be exchanged for cash unless required by law. They cannot be replaced if lost, stolen, or used without authorization.

Gift cards do not expire, in accordance with applicable Québec law.

7. Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible at bonjour@bonbon-bar.com.

We will do our best to accommodate your request. However, an order that has already been prepared, shipped, or assigned a tracking number generally cannot be changed or cancelled.

This provision does not limit any cancellation rights provided by applicable law.

8. Refused, unclaimed, or returned packages

If a parcel is refused, unclaimed, or returned because the customer supplied an incomplete or incorrect address, the original delivery charges are non-refundable and additional charges may apply if the order is shipped again.

We will contact the customer to determine whether the order should be reshipped or, when eligible, refunded. Food products that can no longer be safely resold are non-refundable, subject to applicable law.

9. Allergies and product information

Customers are responsible for reviewing ingredient lists and warnings before consuming a product. Products may contain or have come into contact with allergens, including peanuts, tree nuts, milk, soy, wheat, gluten, eggs, or sesame.

Ingredient and allergen information is generally provided by manufacturers and may change without notice. If you have a serious allergy or are uncertain about a product, do not consume it and contact us before purchasing.

Products cannot be returned because of an allergy, intolerance, or dietary preference unless the information provided at the time of purchase was incorrect.

10. Contact us

To request a return or report a problem with an order:

Bonbon Bar Inc.
406 Rue Saint Sulpice
Montréal, Québec H2Y 2V5

Email: bonjour@bonbon-bar.com