Return and refund

Return and Refund Policy

As of May 1, 2021, all purchases made online or in-store are subject to a 3% handling, credit and restocking fee.

Applicable for a return or refund requested by the customer and for which Pagaie Quebec or its suppliers are not responsible.

The refund amount corresponds to the purchase price of the product(s) with taxes, less 3%.

To avoid the 3% fee, the customer can request a full refund by Pagaie Quebec gift certificate.

Returned products must have been purchased no more than 15 days prior to the return or exchange.

Contact us at to obtain a return or exchange authorization beforehand, or go to customer service in store.

Products must be in new, unused condition and with intact packaging or original labels still attached. Proof of purchase is required. The products will be inspected upon arrival and return or reimbursement might be not accepted if the items are not as new.

A partial reimbursement could be offered, at the sole decision of Pagaie Quebec. The decision must come from a store director.

Products with sealed packaging are final sales.

Products for intimate use, single use, gift certificates or ropes, ropes and other items sold by the meter are final sales. Mustang Survival CO2 cartridge products are also final sales.

Transportation costs are not refundable.

Customers are responsable for the shipping fees of a return. They must package the items properly, once the authorization is received. We suggest Canada Post as a carrier.

Special orders are not exchangeable or refundable.

Items over 40% off (direct or combined discounts) are non-refundable.

Exchanges can be done free of charge within 15 days of purchase. In the event that a balance is owed to the customer after the exchange, a handling and restocking fee of 3% will be charged on this amount. No balance due can be kept in the customer's file for later use, except in the form of a gift certificate issued in the name of the customer and this, then free of charge of 3%.

For pre-orders, exchanges or refunds are possible.

Goods purchased by pre-order are fully refundable by gift certificate.

In the case of a cash refund, it will be subject to management, credit and restocking fees of 3% on the amount of the payment made.

Please note that the rental (sometimes called demo) is refundable up to one month before the start date, but a management and credit fee of 15% of the total amount of the planned rental (taxes included) will be charged. Within a month, no refund is applicable.

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