*Returns may be delayed due to COVID-19
We want you to feel happy with any item you purchase from FaucetExpress.ca. We understand you may change your mind, therefore we are ready to help!
FaucetExpress.ca is confident in all the items sold on our website. All items are of the highest quality direct from the manufacturer. Our products have been tested and proven in hundreds of thousands of homes, hotels, motels, apartments, and hospitals across North America. If you are not satisfied with your shipment please contact us, and our expert staff will work with you to find what you are exactly looking for.
General Returns
Our policy lasts 30 days. To be eligible for a return, your item must be unused and in the same condition that you received it. It must be in the original packaging and in resale condition.
Several types of items may be exempt from being returned. Certain sanitary goods, for hygienic reasons, may be excluded for health reasons.
Please contact us if you have any questions about specific items and their return policy.
To complete your return, please contact us via email and our team will be more than happy to assist you. The cost of outbound and return shipping will be deducted from the refunded amount. We are more than happy to provide you the return shipping label, however; if you prefer to use your own carrier please let us know. If you wish to return using a carrier of your choice, we recommend items be returned by expedited insured parcel post for proof of delivery. Specific items may incur a restocking fee.
Please do not send your purchase back to the manufacturer.
Damaged Orders
For all damaged orders, FaucetExpress.ca will look for the best solution such as covering the cost of shipping and sending a replacement.
Please check all items upon arrival. In the unfortunate event that your order appears damaged, please contact us within 48 hours upon delivery. On delivery, you may refuse damaged products from the carrier. Please do not discard your damaged order until receiving instructions.
Defective Orders
In the unlikely event, a product arrives defective, please contact us within 30 days. Please inspect all items before installation, products are excluded from a return after installation. After the 30 days expires, please contact the manufacturer. If you require contact information for the manufacturer we are more than happy to assist you.
Special Order Return
Special order items may include special finishes and/or unique products. These are typically non-stock items that are specifically ordered from the manufacturer for you. Many of these items are excluded from return. However, in the event the supplier is willing to accept the return, a restocking fee may be applied along with the cost of outbound and inbound shipping. These are solely for cost recovery as they are charges from the manufacturer or supplier. Please contact us if you have any questions about specific items and their return policy.
Large Order Return (LTL or FTL)
General return conditions still apply. For best practice we recommend the following:
- Scan the shipment (pallet) for any obvious damages.
- Ensure the product name and numbers match your order confirmation.
- Remove packaging and inspect contents.
If there are any damages, please note any damages on the BOL and feel free to refuse the shipment. Once items are removed from the pallet or original shipping arrangement, you will be responsible to repackage the order as it arrived. Once items are installed, they cannot be returned.
Missing Parts
In the unfortunate case of missing parts please contact us within 30 days and we will be more than happy to assist you. Many parts are easily available directly from the manufacturer and our team can help you retrieve the parts often free of charge.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Your refund will be processed to your method of payment. A credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges (if applicable)
We only replace items if they are defective or damaged if notified; or discussed prior to the return shipment. If you need to exchange it for the same item, send us an email and our team will be ready to assist you.
