Politique de remboursement

Refunds

At Renoz, we want to make sure that you are completely satisfied. If for some reason you aren't happy with an item on your order and want to return it, we make returns and refunds easy.    

You may return most new, unopened items within 30 days of purchase for a full refund minus shipping fees. We'll also pay the return shipping costs if the return is a result of an error on our end (see the "Return Shipping" section for additional details).

For returns within 30 days of purchase, If the item is opened or the item used, or the original packaging is damaged, a 25% restocking fee will be charged. Flooring will incur a 25% restocking fee on all accepted returns, this includes tiles, laminate, hardwood, vinyl etc. Please note some additional items or brands may require a restocking fee, for more details contact us.

Claims for missing items or items damaged in transit must be received within 5 business days of receipt of merchandise.

You have the option of exchanging the item(s) or receiving a refund for the full amount of the item purchased if the item is missing or damaged in transit prior to you receiving the item. Refunds on returned items will be issued in the same payment form as tendered at the time of purchase.

Please note all clearance and display items are sold as is and are final sale. Magic slab products are final sale. All custom items, special orders, and special finishes to order are final sale.

If payment was made by credit card, once we receive the product we will credit your account. Please allow 7-10 days for a credit to appear on your credit card statement. 

Deposits and Partial Payments

All deposits and partial order payments made as deposits are final and non-refundable. This policy is in place to ensure that we can maintain our high standards of service and product availability for all customers.

How to start a return - Online

Returns are simple. If for any reason you aren't fully satisfied with your order, we're here to help. You can return any complete, like-new item within 30-days of purchase.

How to Return or Exchange an Item:

Step 1:  

• Contact Renoz customer service via email at info@renoz.ca or call Customer Service at 226-227-3669 to first obtain an RMA (Return Merchandise Authorization) number.

Step 2:

• Place the original package into a shipping carton/box.
• Please do not place stickers or shipping labels on the original manufacturer’s package.
• Mark the shipping packaging with the RMA number, the number must be clearly written on the outer box. If you received a label via email, print the label and tape it to the carton.

Step 3: 

Return to the mailing address:

Renoz

6325 dixie rd Unit #10

Mississuga, Ontario, L5T 2E5

 

How to start a return - At Showroom

Step 1:  

• Contact Renoz customer service via email at info@renoz.ca or call Customer Service at 226-227-3669 to book a return date and time for a return appointment. 

Step 2:

• Place the original package into a shipping carton/box.
• Please do not place stickers or shipping labels on the original manufacturer’s package.

Step 3: 

Visit our showroom with the return at the scheduled time and date with your order number.

A Few Things to Remember:

Items must be like new, Renoz may charge a restocking fee or refuse a return for any item not in 'like new' condition. Some examples of when a deduction or refusal of item would apply:

1. Different or defaced serial number
2. Missing original product packaging or included parts
3. Items returned damaged due to improper packaging
4. Merchandise that was returned to sender
5. Item returned because no longer needed
6. Item not to personal preference
7. Better Price Found
8. Used Electronic Devices
9. Item is being returned because Customs/Duties fee is not paid

Once you submit your return, leave the rest to us. We will notify you within three business days after your package is delivered to our warehouse and your refund or exchange is processed.

Some expenses are non-refundable: Keep in mind that some return services are not refundable. Shipping services, customs and duties (international) and installation services are not eligible for refund or compensation.

Please note that returns are processed during our warehouse business hours on weekdays.

Return shipping

 Renoz will gladly cover the cost of return shipping if the return is a result of an error on our end. This may include:

• Wrong item sent
• Missing parts or accessories
• Shipping box and item are both damaged

Renoz will not be responsible for return shipping if:

• An order has been placed accidentally
• There is a better price available
• No longer needed or wanted
• Performance or quality is not adequate
• Parts not compatible with existing system
• Excessive installation or did not install
• Incompatible or not useful for intended purpose
• Failure to pay duties or customs
• Refusal of delivery or parcel is being returned to sender without notice

Damaged or Defective Items

Refunds are strictly applied back onto the original form of payment and will take 5 to 6 business days to appear available back onto your account via card and digital payment methods. 

Samples

By placing an order with us, you acknowledge and agree to our policy of limiting samples of each SKU to one per order. This policy applies to all orders placed on our website.

Please note that this policy does not apply to regular orders of our products. It only applies to sample orders.

We reserve the right to cancel any order that exceeds our sample limit policy. If your order is canceled for this reason, we will notify you via email and issue a full refund.

Duties & Customs

Renoz is not responsible for any customs or duties on orders shipped. The buyer is responsible for paying any associated duties or customs fee on purchases they have placed on Renoz.ca when the parcel arrives at their home country.