Frequently Asked Questions
The answers to frequently asked questions are listed below:
By theme:
Products sold by ELECTROLIBRE
These are appliances whose packaging has been damaged or which has been returned unused. It is not old devices or defective devices that have been repaired. They are sold at reduced prices and are fully guaranteed by the manufacturer.
ELECTROLIBRE repairs the household appliances it collects when new appliances are delivered to its customers and resells them at low prices. Recovered appliances are scrutinized by our technicians. They check the general condition, age, brand and functionality, among other things. When a device is selected, it is then repaired, cleaned and inspected carefully. All our used appliances are sold with a 1 year warranty, like a new appliance. This is how we breathe new life into devices that were meant to be recycled.
The store located rue laurier in the dynamic Plateau district could not be complete without offering a bulk filling station offering a full range of ecological and local products for healthy cleaning.
Can I come and fill up cleaning and laundry products in the store?
Yes. It is essential for ELECTROLIBRE to offer a bulk filling service in stores in order to combat the single use of plastic. Even take advantage of a 5% discount on the purchase of your household products by bringing your containers. Together, let’s reduce waste at the source.
Are the brands of cleaning products you sell environmentally friendly?
Yes. ELECTROLIBRE offers the Bionature, The Unscented Company and Excelsior HE brands all certified non-toxic for the environment and manufactured in Canada.
Yes. A wide range of spare parts for household appliances of all brands is available online and in store. Our advisors are there to help you find the part you need. The inventory is not complete on the site.
Make sure you have the make and model number of your device or the part number on hand to order the correct part.
How do I find the model number of my appliance to order the correct part?
- For your range: Open the warming drawer and look to the side of the drawer
- For your refrigerator: Inside the fridge or freezer section, on one of the walls.
- For your front washer / dryer: Open the window on the perimeter of the door
- For your top load washer / dryer: Lift up, in bottom of lid or around
- For your dishwasher: Open the door, around the perimeter of the door.
Read the “MOD” or “MODEL” part.
More details on the GeAppliances website.
Can you install the part I want to replace?
Our technician only repairs appliances that have been diagnosed by him. Book a service call if you want our technician to come to your home for a diagnosis.
The commercial policy proposed by ELECTROLIBRE
ELECTROLIBRE chooses to offer competitive prices all year round so that you are free to save whenever you want. Take a look at our selection of appliances at the best price guaranteed or our monthly sales.
What are the conditions applicable to the best guaranteed prices?
One of our competitors is cheaper on a model presented in the selection of the best guaranteed prices?
If you find a lower price online, in-store or in print at an authorized dealer or distributor prior to purchase or within 30 days of purchase, we will gladly match the price.
This policy only applies to products in the “Always Best Price” category.
Products that qualify for our Best Price Guaranteed policy.
The item being compared must meet each of the following criteria to qualify:
• The item must be included in the “Always Best Price” category
• The item must be the same brand and same model number.
• Item must be priced in Canadian dollars and include all ecofees, shipping and other charges.
• The product must be sold AND shipped by an authorized dealer or distributor located in Quebec AND delivery must be available to the applicant’s address
• The item must be in stock, available for purchase, and must NOT be a limited time offer, a pre-order or only available in limited quantity.
• The item price must NOT be lower due to an advertising mistake or typographical error, or be a special sale price.
• Special sale prices include but are not limited to: Crazy Friday or Early Crazy Friday, Cyber Monday, Boxing Day, Post-Christmas Week Sale, closeout items, liquidations, demonstrators, refurbished items, slightly damaged items, damaged items, discontinued or end of line items, financing offers, and manufacturer’s coupons and discounts. Closing sales, moving sales, liquidations and “the more you buy, the more you save” promotions.
Request a price adjustment
If you have already purchased the product:
- In-store: If you have already made your purchase in-store, you can make your price adjustment request in-store, by phone or by email
Remember to bring or provide acceptable and tangible proof* of the lower price you found, as well as your original receipt. - Online: If you purchased an item online, you can make your price adjustment request by phone or via our online contact form. Be sure to provide acceptable, tangible proof* of the lower price you found, along with your original receipt.
If you have not yet purchased the product:
Since you haven’t purchased the item yet, you can go into the store to request a price match. If you qualify, you will receive a discount for your purchase on the spot. Don’t forget to bring acceptable, tangible proof* of the lower price you found.
What is acceptable and tangible proof?
A printout, photo, or photocopy of the competitor’s entire advertisement. Digital versions of print ads are also accepted.
A quote or estimate with the competitor’s letterhead, logo and contact information.
If you found the prize online, please submit, on your mobile device, the full URL (web address) of the product page or web page of a website or shopping cart of a website. Screenshots are also accepted
The following information must be present:
Product name, brand, model and number, the date or date range during which the price is in effect, the price of the item including any fees charged by the competitor, such as taxes and import, shipping and handling fees.
OTHER TERMS AND CONDITIONS
The value of Electrolibre’s free inclusions will be added to the price of the item being compared (e.g.: Free 3 year warranty).
If a price adjustment is necessary after the date of purchase, proof of original purchase will be required, as well as proof that the lower price of the competition was in effect at the time of your purchase from Electrolibre.
Before agreeing to make a price adjustment under this pricing policy, Electrolibre reserves the right to verify that the competition is actually offering a lower price for the same product on the date of purchase.
The competition must have the product in stock at the time you wish to take advantage of the Best Price Guaranteed policy. The product must also be in stock and available at Electrolibre at the same time.
The Best Price Guaranteed price adjustment policy cannot be combined with any other offer, promotion, pricing policy, coupon or promotional code.
Electrolibre reserves the right to modify or terminate, without further notice, its “Best Price Guaranteed” price adjustment policy.
When you make a purchase online, we accept Visa, MasterCard, and Discover cards.
In store, we also accept cash and Interac.
I would like to pay for my purchases in several installments, is this possible?
Unfortunately, we do not offer financing in installments and do not have a specific agreement with a banking institution.
It is always possible to take advantage of our layaway plan and pay in installments before delivery. Contact our advisors for details.
You can return your appliances, even used ones, and some household products and replacement parts that you are not satisfied with. NO RETURNS / EXCHANGES OR REFUNDS for plumbing items and parts, electrical parts and electronic parts.
How do I return or exchange an appliance if it does not suit me?
ELECTROLIBRE is the only one on the market to offer you to return your new or used device, even if it works well and you have used it.
Conditions :
For return: up to 30 days from date of receipt – $ 50 pickup fee and 20% restocking fee.
For exchange: up to 30 days from date of receipt – $ 50 pickup fee and 15% restocking fee.
Can I return a household product that I don’t like?
Excelsior HE brand laundry detergents can be returned risk-free for up to 30 days with no restocking fees thanks to the “Love it or your money back!”
Can replacement parts be returned?
All spare parts in their original packaging that have not been unpacked can be returned or exchanged within 30 days.
Replacement parts that have been unpacked but not installed may be returned or exchanged within 14 days (except for electrical and electronic parts). Conditions apply and restocking fees may apply.
The customer will have to send an email to [email protected] depending on the type of product purchased, within the prescribed time frame AND obtain a Return Merchandise Authorization (RMA #).
For online purchases NO REQUEST for return in store will be accepted. Return shipping costs are at the customer’s expense.
Guarantees exist for appliances, household products and also spare parts.
How are appliances guaranteed?
Manufacturers such as Ge, Moffat and HAIER offer a warranty period of 12 months from the date of receipt for a device sold new.
ELECTROLIBRE used household appliances are guaranteed for parts and labor for 12 months, just like a new appliance.
Remember to visit the Office de la protection du consommateur website to find out more about your rights.
Are new unpacked appliances guaranteed?
New unpacked appliances all have a manufacturer’s warranty (parts and labor) that covers the 1st year following purchase, and are covered as required by consumer law, just like new unopened appliances.
Can I extend the protection beyond the manufacturer’s legal warranty?
Yes. ELECTROLIBRE relies on Excelsior protection plans which extend the period of coverage by 2 or 4 years after the manufacturer’s warranty expires. In short, your new appliances can be covered for 3 or 5 years from the date of receipt.
These protection plans cannot be applied to used devices.
Upon purchase, the team registers the warranty with the manufacturer. If necessary, contact us and we will take the steps to report any problem under warranty and take care of opening the service case. All you have to do is confirm your appointment with the repair center.
2-year protection plan details
This 2-year Excelsior service plan * gives you the following benefits:
- No deductible
- Parts and labor 100% covered for mechanical and / or electrical breakdowns (non-cosmetic)
- Anti-lemon clause – Replacement of the device after 3 breakages of the same part during the duration of the plan
- Unlimited number of service calls – Device replacement when the cumulative value of repairs equals the device’s original purchase price
- Protection against overvoltage
Bonus blankets
- No fault found – If a technician finds no fault, Excelsior covers the costs of your first service call
- Transferable service plan – In the event of the sale of your device, the warranty continues until the end of the service plan
- Option to renew before service plan expiration date – For 2 year service plans
Refrigerator and freezer:
- Cover up to two (2) broken shelves and / or drawers
- Compensation of up to $ 100 for loss of frozen food from the freezer section of the refrigerator
- Compensation up to $ 250 for lost frozen food from a freezer
Stove and hob:
- Cover of one (1) door and / or broken gate
- Coverage of up to six (6) broken drawer wheels
- Cover up to six (6) broken temperature control buttons
Dishwasher :
- Cover of one (1) broken ustensil basket
* This service plan does not replace the legal warranty applicable to residents of Quebec.
Details of the 4-year protection plan, reimbursable under certain conditions
** If you opt for an Excelsior 4-year Protection Plan and do not take advantage of it, at the end of the coverage period, we will give you the total amount paid before taxes for it as a voucher.
This 4-year Excelsior service plan * gives you the following benefits:
- “Everything to gain, nothing to lose!” – Find the value of your plan at its end if you have not had to take advantage of it **
- No deductible
- Parts and labor 100% covered for mechanical and / or electrical breakdowns (non-cosmetic)
- Anti-lemon clause – Replacement of the device after 3 breakages of the same part during the duration of the plan
- Unlimited number of service calls – Device replacement when the cumulative value of repairs equals the device’s original purchase price
- Protection against overvoltage
Bonus blankets
- No fault found – If a technician finds no fault, Excelsior covers the costs of your first service call
- Transferable service plan – In the event of the sale of your device, the warranty continues until the end of the service plan
- Option to renew before service plan expiration date – For 2 year service plans
Refrigerator and freezer:
- Cover up to two (2) broken shelves and / or drawers
- Compensation of up to $ 250 for loss of frozen food from the freezer section of the refrigerator
- Compensation up to $ 500 for lost frozen food from a freezer
Stove and hob:
- Cover of one (1) door and / or broken gate
- Coverage of up to six (6) broken drawer wheels
- Cover up to six (6) broken temperature control buttons
Dishwasher :
- Cover of one (1) broken utensil basket
* This service plan does not replace the legal warranty applicable to residents of Quebec
** Conditions apply. Non-transferable clause.A gift card will be issued for an amount equal to the price paid (excluding taxes) if no claim has been made. Do not hesitate to get information from one of our advisers.
Download the EXCELSIOR brochure
Is the 3-year warranty on devices of $ 1,000 and over that ELECTROLIBRE offers free?
Yes. It is offered free of charge. The 3-year warranty on appliances over $ 1,000 from ELECTROLIBRE is the combination of the 1st year of the manufacturer’s warranty plus the 2-year EXCELSIOR protection plan included free of charge.
Are used appliances guaranteed?
All our used appliances are reconditioned, inspected and guaranteed.
This is a full 1 year warranty (parts and labor) enhanced by the addition of an “anti-lemon” clause. This clause ensures that if, during the warranty period, the same part has been the subject of three (3) service calls for the same problem, and requires a 4th repair, ELECTROLIBRE will replace the device * with a device similar or comparable.
* Following the evaluation of our technician.
ELECTROLIBRE will replace or repair, free of charge, all functional or mechanical parts which prove to be defective due to a material or manufacturing defect during the first year from the date of purchase or delivery.
How does the warranty on spare parts work?
TBA…
The services offered by ELECTROLIBRE -
Reversing the refrigerator doors
If your refrigerator model is not offered with the required door opening; most models allow you to change the direction of the door opening. You can indicate this when ordering online or ask for it when you visit the store. The only condition is that we ask to be notified one week in advance.
The delivery team sets up your new appliance at the desired location.
We offer to plug in and install some of our appliances with or without additional costs and under certain conditions.
When ordering online, you will be asked to accept or decline the services we offer and to add accessories relating to the desired service depending on the type of device selected.
ELECTROLIBRE distinguishes between connection and installation.
Connection consists of electrically connecting your device to the network. In other words, it is about plugging the power cord into the electrical outlet in the intended location.
Installation requires more work and handling on the part of the team and requires accessories in order to be in compliance with insurance policies.
Some installations are offered free of charge but the necessary accessories remain chargeable.
Be sure to opt for a new connection kit for each appliance purchased (accessories are available when ordering online). The delivery team does not have parts for this and is not allowed to use existing connection parts when installing an appliance.
By purchasing your kit from Electrolibre you are assured that it will meet the carrier’s requirements. If you purchase an installation kit from another dealer and it is not compliant, the delivery personnel will not be able to proceed with the installation. NO REFUND on installation fees, if applicable.
Examples of free and paid services available
Appliance | Setup | Connection | Free installation | Paid installation | Required accessories in extra | |||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
FRIDGE/ FREEZER |  | |||||||||||||||||||||||||||||||||||||||||||||
Electric STOVE | | |||||||||||||||||||||||||||||||||||||||||||||
Gas STOVE | |  Appointment required contact us | ||||||||||||||||||||||||||||||||||||||||||||
DISHWASHER | | |||||||||||||||||||||||||||||||||||||||||||||
HOOD / MICROWAVE HOOD | | |||||||||||||||||||||||||||||||||||||||||||||
WASHER | | |  Extra accessories | Steel hose | ||||||||||||||||||||||||||||||||||||||||||
DRYER | | | Extra accessories | Aluminum hose | ||||||||||||||||||||||||||||||||||||||||||
LAUNDRY SIDE BY SIDE | | | Extra accessories | Steel hose Aluminum hose | ||||||||||||||||||||||||||||||||||||||||||
SUPERIMPOSED LAUNDRY | | | Extra accessories | Stacking kit Steel hose aluminum hose | ||||||||||||||||||||||||||||||||||||||||||
What we do
Our team can assist you with the electrical connection. It reserves the right to refuse in the event that the location (and / or installation) is not secure.
ELECTROLIBRE installs laundry room appliances only: washer, dryer, washer-dryer stacker, and stacked laundry room. These installations require chargeable accessories, such as hoses and collars, new and of the correct size. Remember to add them when prompted to do so when ordering online.
What we don’t do
ELECTROLIBRE does not install kitchen appliances. Dishwashers will never be installed by our team in accordance with applicable laws.
We do not uninstall the pedestals. If you choose to keep them, make sure they are uninstalled BEFORE delivery. Our delivery people cannot install new devices on your old pedestals.
We do not upgrade devices.
All services not used and / or canceled less than 24 hours before delivery are non-refundable and will not be credited.
To be checked at home before requesting an installation
Make sure the location that will receive your new device is in good condition and compliant.
All outlets, water and gas shut-off valves and cabinets must be accessible and compliant at the time of delivery in order to make the connections. Delivery people are not certified technicians (carpenter, plumber or electrician). They reserve the right to refuse to plug in the new device.
Requirements for installing a washer: Compliance of water shut-off valves
If, when ordering, you have opted for a return, the delivery team will take care of removing any household appliance free of charge that has been replaced by a new appliance. All devices recovered during delivery and which cannot be recycled will be sent to a recycling yard so that plastics and metals can be recycled.
Please ensure all of the following are completed BEFORE your at home delivery:
- The appliances must be disconnected from all water, electricity and gas connections and emptied.
- Stacked front laundry appliances must be de-stacked.
- Exceptionally due to COVID-19: The devices must be disinfected on the outer walls of the device.
Warning: We only deliver appliances to the Montreal area. This inconvenience is caused by the COVID-19 pandemic, we will inform you as soon as our deliveries of household appliances can resume to the rest of Quebec and Canada.
Maintenance products and replacement parts and accessories are shipped across Canada.
What are your terms for the delivery of appliances?
ELECTROLIBRE delivers home appliances in the Montreal area.
Warning: Outside of the context of COVID-19, we offer delivery in most regions across Quebec.
Home delivery is free for all orders of $ 349 or more before taxes.
Our home delivery charge is $ 40.00 for appliance orders under $ 349.
For Montreal, deliveries are made on Tuesday, Thursday and Saturday.
When can I expect to receive my appliances?
The delivery time for household appliances in stock varies between 5-7 working days.
When ordering online, it is possible to include delivery instructions and a required date in the “Ordering Information” section. Please note that we will do our best to respond to your request, but this information is indicative.
Apart from the COVID-19 situation, for devices in stock with our suppliers (drop shipping), delivery times generally vary between 5 to 7 working days. All direct shipping is suspended until further notice.
Prepare for the delivery of appliances
To ensure flawless delivery, please complete the following actions:
MEASURE TWICE
Consult the “Specifications” section on the page of the appliance chosen to ensure that its dimensions are suitable for the future location.
Measure the entrances, corridors and stairs to be crossed upon delivery to ensure that their width will be sufficient to transport the chosen appliance.
CHECK THE ACCESS PATH TO THE DESIGNATED LOCATION
Make sure that the access path to the designated location is clear and free of obstacles (eg snow, ice, furniture, debris).
Make sure to remove any potential obstacles, including rugs, furniture, and personal items.
DO NOT FORGET
Remember to unplug and empty any existing appliances that we will need to remove if you have opted out of your old appliances.
An adult (18 years and over) must be present at the time of delivery to sign the confirmation of receipt of the appliances.
Book your lift if necessary.
Make sure you get a new hook-up kit for each appliance you buy. The delivery team does not have parts for this and is not allowed to use existing connection parts when installing an appliance.
IMPORTANT INFORMATION / DAMAGES
When an appliance is found to be defective or damaged during delivery, the delivery team must take it back.
If you notice that the appliance is damaged after delivery, please notify us within 48 hours of delivery. Call the number that appears at the top of your order document.
How do I track the delivery of my household appliances?
Nothing could be easier thanks to the Cigo application.
You can follow the progress of your order in real time. Tracking information is communicated to you by email or SMS. First check if you have received an email or text from us. Then just follow the link received to track the delivery in real time.
Are the delivered goods unpacked?
The household appliances we sell are all new unpacked appliances or used appliances without packaging. Our deliverers will remove the transport packaging from the goods, except for items that need to be assembled. To find out about and benefit from an impeccable delivery service, see the section “Prepare for the delivery of household appliances”.
What are your terms for shipping my package?
For replacement parts and maintenance products we offer shipping anywhere in Canada with Canada Post.
FREE SHIPPING for orders of $ 99 and + before taxes.
$ 12 for orders under $ 99 before taxes to Quebec (province).
$ 15 for orders under $ 99 before taxes to other provinces.
I need my order on short notice, can I opt for expedited shipping?
At this time we do not offer expedited delivery.
Can I follow the delivery progress of my package?
When your package is delivered to Canada Post, you will receive by email the tracking number AND the direct link to follow its progress directly on directement sur Canada Post.
Please note that in case of absence during delivery, the package will be sent to the nearest post office.
You are responsible for contacting Canada Post if you wish to have a second delivery attempt made before the 5 day deadline. In the event that the package is returned to us, a new delivery can be made at your expense.
What are your terms and conditions for in-store pickup?
You can choose to pick up your order directly in store. You will receive an email telling you that your order is ready to pick up.
Repair and troubleshooting by ELECTROLIBRE
Consider repairing your appliance before paying for a new appliance. Our technician will guide you to make the right decision between repair and purchase of a new device.
- First appraisal appointment from $ 95
(or $125 for Gas Appliances) :
At the end of the appointment, the technician gives you the cause of the failure and the estimated cost of repairs. If you have more than one device at the same address to be estimated at the same time, service calls for the other devices will be billed at 50%. - You then decide whether to make the repairs or not.
The service call fee remains due and is not deductible in the event that you make the repairs.
Payment is made on site, by card, to our technician.
We offer 4 hour time slots. The technician will call you some time before arriving home.
———–
Our technicians works in the Montreal area.
To be able to make an appointment with our technician, we must have all this information in our possession:
- Last name First Name
- Address of the fault
- Telephone
- Appliance type, appliance brand and model # *
- Small summary of the failure observed
*Can’t find your model number?
- For your range: Open the warming drawer and look on the side of the drawer
- For your refrigerator: Inside the fridge or freezer section, on one of the walls.
- For your front washer/dryer: Open the window, on the edge of the door
- For your top-load washer/dryer: Lift up on the bottom of the lid or around the edge
- For your dishwasher: Open the door, around the edge of the door.
- Read the “MOD” or “MODEL” section.
More details on the GeAppliances website
Need to have your broken down appliance repaired? Fill out the form and we will come to your home quickly to help you out.
Please note that our Home repair Service is currently operating with reduced availability until at least August 1st, 2022. Additional delays are to be expected to obtain an appointment. However, the response time for service calls for appliances covered by a warranty remains unchanged.
We respond to forms on a “first sent, first answered” basis.
Thank you for your continued cooperation.
ELECTROLIBRE puts its experience at your service to help you extend the life of your appliance. Practical and useful information is available on our product sheets. Subscribe to our newsletter to receive real information. We recommend that you complete your profile to receive only the information you want. We will also regularly post articles, tips and tricks on our social media accounts. Let’s visit our blog, and follow us on our social media (Facebook page, Pinterest profile or our Instagram account) to learn all about the maintenance of your appliances.
Despite the pandemic and its restrictions, we want to continue to offer you the best possible service in store.
However, we must limit the number of clients to a maximum of 2 at a time.
We recommend that you visit and purchase on our website in order to limit contacts as much as possible.
Also, we ask for your indulgence if there are any wait times as we have a small staff.
Sanitary measures in force :
- IN STORE
– A more rigorous cleaning and disinfection procedure. Our facilities are subject to a disinfection procedure several times a day with special attention to high contact areas.
-Mandatory hand washing with antiseptic gel for all customers and mandatory wearing of masks.
-Protective screen at the cash counter.
-Disinfection of the cash counter and payment terminal after each customer. - DURING HOME DELIVERY OF HOUSEHOLD APPLIANCES
– We ask all our customers to respect a distance of 2 meters at all times with our delivery men.
– Before each delivery, our drivers disinfect their hands with an antiseptic gel and wear a mask at all times.
Appareils RV Dupuis has evolved since 1976 and now chooses not to limit itself to the old ways of doing things in the world of household appliances. Like a free electron, we will think outside the box and go further…
So we change our name to make it clear:
ELECTRO (appliance) to confirm our speciality;
LIBRE (free) to affirm our freedom and our intention to change the rules.
Our mission is to re-invent our ways of being and doing, to simplify our clients’ lives beyond their expectations.
