WHAT IS THE WARRANTY POLICY AT CHLOROPHYLLE?
For over 30 years, Chlorophylle products have been fully guaranteed to the original owner against manufacturing defects, for materials or workmanship for the lifetime use of these products. If a product is defective or does not meet one of its main criteria due to a manufacturing defect, we will repair or replace it free of charge, at our discretion. Manufacturing includes stitching, sewing threads and construction. Materials include zippers and fabrics. Products damaged by an accident (tears, abrasions, or UV degradation), improper maintenance, misuse, with changes altering the product or simply negligence, will not be eligible for warranty.
WHAT DOES “LIFETIME USE” MEAN?
Chlorophylle products are designed and manufactured to last several seasons, but as you know, nothing is forever. Although our products are guaranteed for their lifetime, they are unfortunately not covered for your lifetime. Fabrics will lose their attributes and their colours, and moving parts will suffer wear. We guarantee our products for the time that we consider for the product to be its reasonable lifetime, used or irreparable. It is clear that the wear is based on the use of each user and that is why it is impossible to give a fixed term to a product’s lifetime. It may be time to replace your product and we hope to be able to continue to offer you the best product possible.
Read-to-wear products are covered for a 6-month period following the purchase by the original buyer, due to more regular use.
Always refer to the care label on the inside of the garment.
ZIPPERS AND VELCROS
Before machine washing, you must ensure that all zippers are completely zipped up and that all velcro is attached. Prolonged exposure to sunlight is not advised as it can cause discolouration. If these conditions are not respected, it can result in major damage that is not covered by our warranty.
Do not machine wash and definitely do not machine dry. Natural fur is dry clean only. Synthetic fur can be washed with a damp cloth and gentle soap.
DOES THE WARRANTY COVER SNAGS OR TEARS?
Despite all the care we take in making products strong and durable, and the precautions you take to care for your purchases, your clothes will inevitably be marked by wear and uncontrollable incidents. The Chlorophylle warranty covers defects in materials and workmanship, but it does not cover wear and accidents.
DOES CHLOROPHYLLE REPAIR OR REPLACE PRODUCTS COVERED BY WARRANTY?
With a view to sustainability and environmental protection, we always repair as the first option. However, if it is impossible for us to repair the product or the repair costs are too high, and if the product is covered by the warranty, we may decide to replace the product. Repairs can take between 4 to 6 weeks from the time you leave your product in one of the Chlorophylle boutiques.
HOW DO I PREPARE MY PRODUCT BEFORE SENDING IT TO CHLOROPHYLLE?
Whether a return by mail or in-store, the procedure is the same. Out of respect for our employees, we ask all our customers to wash their product according to the label before returning. Products received without being washed beforehand may incur washing charges before they can be evaluated.
WHO PAYS THE SHIPPING CHARGES FOR RETURN OF A PRODUCT UNDER WARRANTY?
The cost of shipping to Chlorophylle is the responsibility of the customer, for clothing older than 1 year. We will pay shipping charges to return the product to you. You will need to show proof of purchase to take advantage of the warranty.
Returning products purchased online is as simple as can be. Here’s how:
*** EXCHANGE AND RETURN DURING 2018 HOLIDAYS ***
Exchange and return will be accepted until January 2019 for any purchase made from November 23rd until December 23rd 2018. No exchange or return on Dec 26 and 27 online and in-store.
Our goal at Chlorophylle is for customers to feel good in our apparel and be completely satisfied with their purchase. If, for any reason, you are unsatisfied with your purchase, we would be glad to refund eligible merchandise that has not been washed, worn or damaged, or that shows any construction defect, within 15 days following the date of receipt of your order.
We do not offer refunds on gift cards.
Products returned when new
Chlorophylle offers new, quality goods in mint condition. If you return a product, we must be able to resell it. Merchandise must not have been used and must have labels and packaging still in place. To be considered new, a product must be clean and free of odour and pet hair. Just as customers can try on a coat in-store and decide to leave it on the hanger, you can return clothing if it was only tried on. If a product is returned after having been used, Chlorophylle reserves the right to deduct a replacement fee up to a limit of $250 from your refund. It is up to Chlorophylle to determine whether the product is in acceptable condition or not.
No exchange online, refund only
Chlorophylle will refund merchandise once the return is approved. You will then be prompted to place a new order for the product that will meet your needs.
Returns in store or by mail
You can return merchandise to a Chlorophylle store near you, or by mail with the prepaid label included in your original order. To find the store nearest you, go to https://www.chlorophylle.net/en/store-locator.
Products purchased on sale
Products purchased with a discount of 50% and up are not covered by our warranty. Thus, they are non-refundable and non-exchangeable.
Refund processing time
Refunds are processed within five days following receipt of the item. Chlorophylle is not accountable until the item is returned and inspected. Refunds are issued using the initial payment method. Transportation fees may be deducted from the original amount.