Return Policy

Our Commitment

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

If you change your mind, return the product unopened within 7 days and no restocking fee applies.

If the packaging has been opened, a restocking fee applies.

1. Purpose

This policy sets out the conditions and procedures for returns of products supplied by VanStro Global Supply Inc. ("VanStro"). It applies only to VanStro-supplied products and does not govern a dealer's independently provided services, other product lines or unrelated business operations.

2. Scope and Application

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.

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 for VanStro-supplied products.

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 whether the VanStro product-return requirements were correctly applied and, where appropriate, address the product-supply issue within VanStro's responsibility. VanStro's direct involvement is limited to such escalations.

6. Return Eligibility and Conditions

7. Non-Returnable Items

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 has not been installed or used and remains in resalable condition, 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.

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

11. Exclusions

12. Policy Updates

The version of this policy in effect on the date of Delivery applies to your purchase. VanStro may update this policy from time to time; updates do not affect purchases already delivered.