Bought it. Didn't love it. We'll make it right.

Product-specific return windows

Most of our catalog follows the standard 14-day return window from the date you receive the order. There are a handful of category-specific rules we want you to know about upfront so there are no surprises later.

Bathroom vanities, faucets, fixtures, bathtubs, and showers all follow the 14-day window. Items need to be unused, uninstalled, and back in their original packaging with all original parts, hardware, and instruction inserts. As long as the product matches how it left our warehouse, we process the refund straight away after it arrives back. For freight items like vanities and bathtubs, a quick pallet check at delivery keeps everyone aligned — our drivers walk you through it.

Interior doors follow a shorter seven-day window from the date of purchase, and apply specifically to standard-height doors measuring 80 inches by 1-3/8 inches. Doors in this range can be returned in original wrapping and packaging, with the customer responsible for return shipping and a processing fee equivalent to 25% of the product value to cover inspection and relisting. Pre-hung interior doors, once assembled to your specific jamb dimensions and swing direction, become unique to your home and are non-returnable. Doors measuring 84, 90, or 96 inches in height are considered special orders from the mill and are not eligible for return once the order is placed. Doors at 1-3/4-inch thickness are also special order and non-refundable. Any door that has been cut, planed, drilled, or altered in any way is not eligible for return under any circumstance, because once it's been modified it fits only your specific opening.

Flooring is inspected at delivery, and unopened standard flooring boxes in original condition may be returnable — email us first so we can confirm based on the batch and current stock. Countertops in quartz, granite, and natural stone are cut to your exact measurements as part of the fabrication process and are not returnable, because the finished piece fits only your specific cabinet layout.

Condition and documentation

Every return needs the item to come back unused, uninstalled, in its original packaging, and with all original tags, hardware, and instruction booklets included. This lets us resell the product and keeps the cost of returns reasonable for everyone. If a product arrives back at the warehouse showing signs of use, installation, or missing key components, we may issue a partial refund that reflects the condition, or refuse the return outright and ship it back — we always document the reason in writing if this happens, and you'll see clear photos of anything that doesn't match how the product left us.

A small processing fee, typically 25% of the product value, applies in a few specific scenarios: when the outer packaging comes back damaged even though the product inside is fine (for example, a mirror in perfect condition but a crushed box); when the order is cancelled after it has been prepared and staged for pickup or shipping; when mounting hardware, brackets, or installation instructions are missing from the returned package; when the item was delivered more than 14 business days before the return request; and when a delivery is refused without a valid damage claim noted on the Proof of Delivery. In each of these cases, the fee covers the genuine cost of inspecting, repackaging, and relisting the returned item — and it's always waived when the issue is our mistake.

Damage, shipping, and our insurance

Every shipment from Home Care Supply is covered by shipping insurance. If a product arrives damaged, we need to hear about it within 48 hours of receipt so we can file the carrier claim on time. Email us with your order number and clear photos of the damage — if the pallet looked rough on arrival, note it on the Proof of Delivery receipt before the driver leaves (or write "pending further inspection" if you can't check everything in the moment, which preserves the claim for an additional 24 hours). Damage noted on the POD is covered 100% under our insurance; damage discovered much later can be harder to process, though we'll always review each case individually — call us if you're uncertain.

Return shipping on standard change-of-mind returns is the customer's responsibility. You're welcome to use any carrier you like, or we can arrange a return pickup through our freight partner at a rate we share in writing before we book it — that cost is then deducted from your refund so there are no separate invoices or surprises. Original delivery fees paid at checkout are not refunded on standard returns, since those costs have already been paid to the carrier.

Cancellations, refused deliveries, and partial refunds

Order cancellations before we pick, pack, and stage the order for shipping are typically processed immediately at no cost — email us as soon as you've made the decision. Once an order is ready for pickup or has been loaded for delivery, a 25% cancellation fee applies because the warehouse has already done the work of preparing the shipment. Cancellations made after the order has shipped follow the standard return process described above.

If a customer refuses delivery at the door without a valid damage claim documented on the Proof of Delivery, the original shipping cost becomes non-refundable and a 25% restocking fee applies. This is because the order has been fully picked, packed, loaded, transported, and returned — all real costs that have to be absorbed somewhere. To avoid this, please only refuse delivery when there is clear, visible damage, and always note the reason on the POD receipt.

In rare cases, a returned item may arrive back damaged, used, or incomplete. When that happens, we reserve the right to issue a partial refund that reflects the condition, or in extreme cases refuse the return and ship it back at the customer's cost. We always document the reason with photos and share them with you before making any final decision — and in practice, this is extraordinarily rare. Most returns pass inspection without incident.

Clearance, final-sale, and special-order items

Items explicitly marked as clearance, final-sale, or floor-model at the time of purchase are excluded from the standard return window. Gift cards are non-refundable. Special-order items — the 84, 90, and 96-inch doors, 1-3/4-inch door thicknesses, custom-cut countertops, and anything labeled "special order" at checkout — are not eligible for return since they're produced specifically for your order. If you're unsure whether something falls into one of these categories before ordering, call us at (416) 318-5684 — a 30-second phone call saves a lot of downstream friction.