Return & Delivery Policy
Returning an order:
If you would like to return your order, you must contact us within 30 days of receiving it.
We strictly adhere to this, so please open your order upon delivery to ensure it is correct, even if your installation is planned for a later date.
We will not accept any returns that are initiated beyond the 30-day window.
To contact us for a return, please send an email to firstname.lastname@example.org
You will need to ship the items back to us at your cost, but we will provide you with an RMA number to be placed on the packaging.
If you are in Canada, we may be able to create a return label for you and deduct the cost from the refund.
All refunds will be issued via the method of payment by which the order was initially placed.
Please note that returned items must be un-used and in their original packaging.
Pipes and other stainless steel items must still have their protective film or we will unfortunately not be able to accept them.
If a used item is returned, or if any item arrives damaged, a refurbishing fee will be deducted from the refund along with a $60 CAD restocking fee.
*For any returns coming from outside Canada: please note that there is an import fee applied to every package that crosses the border.
We would unfortunately need to deduct the total amount from any refund that we issue (usually at least $55.00 CAD per box).
Under no circumstances will we issue a refund for a 'blind return' (i.e: an item that is returned to us without any prior communication)
If an item arrives damaged or if something is missing from your order, please send an email to email@example.com within 30 days of receiving it.
Make sure your email includes photos of the damage and the packaging it came in.
We will assess the situation and determine the best course of action.
On that note, we suggest adding ShipTection insurance to your order (especially if it's a big one), which covers damage, theft, and loss.
It gives us a much quicker and more efficient way of fixing the issue than by opening a claim with the carrier.
Either way, we will do our very best to make sure the situation is resolved.
If a shipment is returned to us due to a it being refused, not picked up, an incorrect address, or something else, we unfortunately must charge you for the return and re-ship fees.
As a general rule: shipping costs are non-refundable.
Also please note that once an order leaves our facility, we unfortunately have no control over it.
This means that we cannot change the address, modify the name, reroute/redirect the shipment, or hold it for delivery on a later date.
If you have any questions at all, don't hesitate to contact us.