Maison Auclair

Delivery, Return and Warranty Conditions

Thank you for the trust you place in Maison Auclair. Our trees, shrubs and perennials are selected, inspected and carefully prepared before they head out to your home.

The conditions below explain how your delivery works, as well as your rights and the conditions that apply in case of damage, return or claim.

These conditions are governed by the laws applicable in Quebec and are in addition to the rights and warranties provided by those laws, including the Consumer Protection Act.

1. Delivery zones and fees

Delivery fees are calculated according to the delivery zone, the order amount or the size of the plants, where applicable. The applicable amount is shown at checkout, before the order is confirmed.

Some orders that include large plants, particularly bulky items or items requiring special handling may involve additional fees. The customer will be informed before delivery when an adjustment is needed.

2. Delivery scheduling

Orders are prepared and delivered according to our area-by-area delivery schedule. A confirmation is sent to the customer by text message before delivery.

The date or time window communicated may be adjusted due to circumstances beyond our control, including:

• Weather conditions;
• Traffic or road constraints;
• An exceptional volume of orders;
• Any situation that could compromise the safety of our team or the quality of the plants.

When necessary, the customer is informed of the change.

3. Drop-off of the order and proof of delivery

The customer does not need to be present at the time of delivery. In their absence, the order is left in an accessible place that our team considers safe.

At drop-off, a photo of the order is taken to confirm its condition and its delivery to the destination. When possible, the photo also includes an element identifying the address or the delivery location.

Once the delivery is made, the customer receives a confirmation text message with the photo and a link to quickly report any problem.

4. Accessibility of the delivery location

The customer is responsible for providing an exact address and for making sure the delivery location is safely accessible for our vehicle and our team.

Standard delivery includes unloading the order in an accessible place near the delivery vehicle. Unless agreed in advance, it does not include carrying items by hand over a long distance, moving them through a yard or a hard-to-reach place, or any special handling requiring additional staff or equipment.

If access is impossible or deemed unsafe, the delivery may be postponed. Additional fees may apply when a new delivery is required.

5. When you receive your plants

Plants are living products and need care as soon as they arrive. We recommend that you collect your order and water the plants as soon as possible, especially on hot, dry or sunny days.

After they are received, their survival depends in particular on:

• Proper watering;
• Suitable exposure;
• Proper planting;
• Weather conditions;
• The care and maintenance given.

A plant photographed in good condition at delivery that later shows signs of drought attributable to a lack of water or inadequate care is not considered to have been damaged during transport.

6. Transport damage warranty — 48-hour period

Our warranty for damage caused during transport applies for the 48 hours following delivery. The customer therefore has 48 hours to report to us any anomaly or transport-related damage that was not clearly identifiable at the time of drop-off.

This 48-hour period concerns our business policy on transport damage and does not limit the rights and warranties provided by applicable law.

6.1 How to submit a claim

To make a claim, simply use the link included in the delivery confirmation text message. You can also write to us directly at bonjour@maisonauclair.ca, including your order number.

6.2 Required photos

For each plant concerned, the following must be provided:

• A clear photo of the whole plant;
• A photo clearly showing the damage or problem;
• A photo showing the Maison Auclair label and the name of the plant;
• Where applicable, a general photo of the place where the plant was planted.

We recommend keeping the labels on the plants until the whole order has been checked.

Claims are assessed based on the photos taken at delivery, the photos provided by the customer and the nature of the damage.

6.3 Compensation scale

7. What is not covered

In addition to the situations described in section 5, the following are not covered by our warranty:

• Damage caused by frost, drought, extreme heat or exceptional weather conditions occurring after delivery;
• Damage caused by animals (deer, rodents, insects, pets);
• A location, soil type or exposure unsuited to the plant's needs, including a poor choice in relation to its hardiness zone;
• Planting late in the season or the absence of basic care (regular watering, mulching, staking);
• The use of inappropriate chemicals (herbicides, pesticides, overdosed fertilizers);
• Any severe pruning, transplanting or modification made by the customer;
• Plants sold on clearance, at the end of the season, or identified as "final sale";
• Christmas trees and seasonal plants, sold without an establishment guarantee: they are not taken back, exchanged or refunded after delivery. The transport damage warranty described in section 6 still applies, however.

8. Theft or disappearance after delivery

The photo taken at drop-off confirms that the order was delivered to the address provided by the customer. Once the order has been delivered and the drop-off documented, Maison Auclair cannot be held responsible for the theft or disappearance of products after delivery, subject to the rights provided by law.

We therefore recommend collecting your order as soon as possible after receiving the confirmation message.

9. Change of address or new delivery

Any change to the address or delivery instructions must be sent to us before the order is prepared.

Additional fees may be charged when a new delivery is required, in particular because of:

• An incorrect or incomplete address;
• Impossible or unsafe access;
• Incorrect delivery information provided when ordering.

10. Returning a plant because you changed your mind

Live plants cannot be returned once delivered, for reasons of freshness, plant health and biosecurity. A plant can only be replaced or refunded under the transport damage warranty described in section 6.

11. Tools, soils, mulches and fertilizers

These items travel in the same truck as your plants, according to our area-by-area delivery schedule. Going back on the road for a single bag or a single tool often costs more than the item itself: we therefore do not make a special trip to pick up a return. It is one of the ways we keep our grower prices. The rules below take this into account: most of the time, you have nothing to send back to us.

11.1 Our mistake, or an item damaged or defective at delivery

A torn or punctured bag, the wrong product, a missing quantity or a tool that is defective when unpacked: report it to us within 48 hours of delivery, through the link in the confirmation text message or at bonjour@maisonauclair.ca, with a photo of the item and its label or packaging.

• Soils, potting mixes, compost, mulches, fertilizers, seeds and amendments: you have nothing to send back. Use the product or dispose of it; we replace it on our next trip to your area, or we give you a credit or a refund, as you prefer.
• Tools: we deliver the replacement on our next trip to your area and take back the faulty item at the same time. If a replacement is not available, the item is refunded.

11.2 Soils, potting mixes, compost, mulches, fertilizers, seeds and amendments

These products are sold as "final sale": they are not taken back or exchanged because you changed your mind or ordered too much. Once a bag has been delivered, we can no longer guarantee that it has not been exposed to moisture, frost or contamination, and returning it would cost more than it is worth. Planting kits, which bundle these products, follow the same rule.

Unsure about the quantity or the right product? Write to us before ordering, or before your order is prepared: we can then change it at no charge.

11.3 Tools and accessories: change of mind

A new tool can be returned within 30 days of delivery if it has never been used and is complete, in its original packaging. Let us know first at bonjour@maisonauclair.ca, including your order number. The return is made without a special trip, in one of these ways:

• At a future delivery to your home, or during a trip already planned in your area on a date we confirm with you: hand the tool to our team or leave it at the agreed place;
• By mail, at your expense, to the address we give you, with a tracking number.

The price of the tool is refunded to your original payment method as soon as it has been received and checked. Delivery and return costs are not refunded. For hygiene reasons, gloves are not taken back or exchanged once unpacked or worn.

11.4 A tool that fails in use

A tool that breaks or stops working under normal conditions of use is covered by its manufacturer's warranty and by the legal warranty provided by the Consumer Protection Act. Write to us with a photo and your order number: we will help you claim the manufacturer's warranty or, where appropriate, replace the tool on our next trip to your area. Normal wear of parts (blades, springs, bumpers) and damage caused by improper use are not covered.

12. Refunds and replacements

Depending on the nature of the accepted claim (see the scale in section 6.3), we offer one of the following solutions:

• Replacement of the plant with an identical product, subject to availability;
• Replacement with a product of equivalent value, chosen by mutual agreement;
• Store credit valid for a future purchase;
• Partial or full refund to the original payment method, according to the established percentage.

Refunds and credits are processed within seven (7) to fourteen (14) business days after the request is accepted. Original delivery fees are only refunded in the case of defective or non-compliant products or a mistake on our part.

For tools, soils, mulches and fertilizers, the specific terms of section 11 apply.

13. Customer responsibilities

The customer agrees to:

• Provide an exact address and make sure the delivery location is accessible and safe;
• Collect their order and water the plants as soon as possible after delivery, especially in hot or dry weather;
• Inspect their order as soon as possible and report any transport-related damage within 48 hours of delivery;
• Follow the planting, watering and care instructions provided with the product or available on our website;
• Choose a location suited to the hardiness zone, exposure and soil type required by the plant;
• Send us any change of address or delivery instructions before the order is prepared;
• Keep the labels, the invoice and any documentation received until the order has been fully checked;
• Keep a tool's original packaging until they are sure they will keep it.

14. Acceptance of the conditions

By completing an order that requires delivery, the customer acknowledges having read these conditions and accepts them. These terms are in addition to the rights and warranties provided by the laws applicable in Quebec.

Our goal is to give you a simple, pleasant experience, from choosing your plants to their arrival at your home.

15. Contact us

For any question about these conditions, a return or a claim, our team is here to help:

Email: bonjour@maisonauclair.ca
Business hours: Monday to Friday, 8 a.m. to 4 p.m.

This policy may be changed at any time without notice. The applicable version is the one in effect at the time of your purchase and posted on our website.
Last updated: October 2026