Return Policy

Our Commitment

If we supplied the wrong product or made a shipping error, you pay nothing — we will make it right.

For Retail Customers, if you change your mind, return the product unopened within 7 days, subject to the eligibility conditions of this policy, and no restocking fee applies.

If the packaging has been opened and the product remains eligible for return, a restocking fee applies.

1. Purpose

This policy sets out the conditions and procedures for product returns within the VanStro Global Supply Inc. (“VanStro”) dealer network. It provides a single, consistent return process across the network.

2. Scope and Application

This policy applies to purchases by two classes of customers:

• Retail Customers
• Professional / Wholesale Clients — builders, contractors, designers, and commercial customers

It does not apply to VanStro’s dealers, whose rights and obligations are set out in the applicable dealer cooperation agreement. Where a separate written agreement exists, that agreement prevails. Nothing in this policy limits any rights a customer may have under the consumer protection laws of the province or territory where the purchase was made.

3. Sales Channel, Delivery and Scope of Responsibility

VanStro sells through its dealer network. Each sale to a customer is completed by a dealer, who holds the inventory and handles delivery and returns. This policy sets the return terms that apply across the network.

In this policy, “Delivery” means the handover of the goods to the customer by the dealer. All time periods run from the date of Delivery.

Ownership and risk pass to the customer on Delivery. The customer should inspect the goods on Delivery; by accepting Delivery, the customer accepts their quantity and external condition.

Transportation, installation, and other on-site or extended services are arranged between the customer and the relevant dealer.

4. Return Authorization

For returns and related enquiries, the customer should contact the customer service of the local dealer from whom the product was purchased.

All returns must be authorized in advance. The dealer reviews the request against this policy and, if eligible, obtains a Return Merchandise Authorization (RMA) number from VanStro; the product is then returned to the dealer.

Please obtain an RMA number before returning any product; returns received without one cannot be processed.

5. Complaints and Escalation to the Platform

Returns are handled by the dealer. If a dealer does not follow this policy, or the customer considers its handling of a return unreasonable, the customer may complain to VanStro at complaints@vanstro.ca.

VanStro will review the matter and intervene where appropriate. VanStro’s direct involvement is limited to such escalations.

6. Return Eligibility and Conditions

Standard stock products may be returned to the dealer within seven (7) days after Delivery if all of the following are met:

• Product has not been partially or fully assembled or installed after Delivery
• No components have been bonded together with glue, silicone, sealant, or any other adhesive after Delivery
• Product has not been used
• Product remains in original packaging
• Product is in resalable condition
• Product is free from damage

For clarity, assembly includes joining cabinet panels or other components together, and attaching or bonding a countertop or sink to another component. These conditions apply whether or not the product has been placed in its final position or secured to a wall. Factory assembly completed before Delivery does not, by itself, make a product ineligible for return.

7. Non-Returnable Items

The following products are non-returnable:

• Products partially or fully assembled or installed after Delivery, or whose components have been bonded together with glue, silicone, sealant, or any other adhesive after Delivery, even if subsequently disassembled or separated
• Custom-made products — special sizes, special colors, custom configurations, and special-order items
• Products without the original sales invoice
• Products that have been modified, cut, or altered

This Section does not limit paragraph 1 of Section 8 where an incorrect product supplied or a shipping error could not reasonably have been identified before assembly or bonding.

8. Return Charges

1. Our error — no charge. Where a return results from an incorrect product supplied, a shipping error, or damage occurring before Delivery, no charge of any kind applies. The dealer arranges replacement or a full refund, including return transportation.

Claims relating to product defects are handled under the VanStro Cabinetry Warranty Policy and are not treated as returns under this policy.

2. Retail Customers — unopened packaging — no restocking fee. Where a Retail Customer returns a standard stock product in its original packaging, unopened and with seals intact, within seven (7) days after Delivery, no restocking fee applies. The customer arranges and bears return transportation.

3. Retail Customers — opened packaging — 20%. Where the packaging has been opened but the product meets all return eligibility conditions in Section 6, a restocking fee of twenty percent (20%) of the product price applies, covering inspection, repackaging, relabeling, and inventory processing.

4. Professional / Wholesale Clients — 20%. Paragraph 2 does not apply to Professional / Wholesale Clients. Approved returns by Professional / Wholesale Clients are subject to a restocking fee of twenty percent (20%) of the product price.

Restocking fees apply only to products eligible for return under this policy. Payment of a restocking fee does not make an otherwise ineligible product returnable.

9. Refunds

Approved refunds are issued to the original payment method, less any applicable restocking fee, within five (5) business days after the dealer has received and inspected the returned product. Depending on your bank or card issuer, funds may take additional time to appear in your account.

10. Inspection Rights

VanStro or its dealer may inspect any product before a return is approved.

• Photographs
• Video evidence
• Third-party inspection
• Physical inspection

11. Exclusions

A return will not be accepted in the following situations:

• Improper assembly or installation, including attaching or bonding components in an incorrect position or orientation
• Improper handling
• Abuse or misuse
• Customer-caused damage
• Normal wear and tear
• Improper storage
• Transportation damage or loss occurring after Delivery

12. Policy Updates

This version of the policy applies to purchases made on or after its Effective Date and replaces all prior versions for those purchases. Purchases made before the Effective Date remain subject to the version in effect on the date of purchase. The date of purchase is the date shown on the dealer's sales invoice. VanStro may update this policy from time to time; updates do not affect purchases already made.