Refund policy

Returns

Eligible products* may be returned within 28 days of receipt. 

CASSON requires returned merchandise to have prior written communication and a valid RMA Form. Returns can be requested by emailing returns@cassonhardware.com. 

Items must be returned in original packaging and received in original condition to be eligible for a refund. Once processed, a full refund for the cost of the item, excluding delivery fees will be issued. 

An email confirmation will be issued once your return has been processed and accepted at our Toronto studio. Refunds will be processed to your original payment method within 10 working days. Returns will reflect original discounts and promotions.

*Items below may be accepted at the discretion of CASSON with a restocking fee of between 10-25% 
Lighting, Electrical, Door Hardware, Architectural Specialties Category, Washbasins, Furniture  

Items below are not eligible for returns and are final sale
Oversized, Sanitary Collection, Bulk Orders (10+), Made-to-order, customized order or sale items.    

Return Labels

CASSON is not able to cover any return postage costs, or any loss or breakages that occur during the return process. The customer is responsible for obtaining return shipping and all required documentation and labels. 

We recommend that returns are packed carefully and shipped with a tracked, insured and signed for service. Lost or damaged packages are not the responsibility of CASSON. 

If items show signs of installation or damage we will not be able to offer a refund.

Exchanges

We do not offer exchanges at this time, but we are happy to process a return for applicable items and can help you order the item you prefer. Please contact returns@cassonhardware.com for further assistance. 

Defective Items

If items arrive incorrect, damaged or faulty please contact us directly at returns@cassonhardware.com or your sales agent, within 5 days of receipt and our team will be happy to help. 

Please include photos or videos of any damage or faults to items and/or packaging for evaluation.

We are not responsible for damage that occurs during installation.