Returns + Exchanges

We kindly request that you review the provided guidelines when processing returns.

Eligible products may be returned within 30 days of receipt.
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 original shipping fees, will be issued. If, upon inspection, returned items exhibit signs of installation or damage, we will regrettably be unable to provide a refund. Ensure that any items received with damage are reported within 7 days and returns are packed well to avoid damage during the return transit.
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.

RETURN REQUEST PROCEDURE

Login to your account here or use the account profile icon in the top right hand corner of the website. Log in using the email address that you used to make your purchase. Select the specific order from which you would like to make a return.
Select the "Request Return" icon located in the top right section of the order details page.
Follow the instructions provided within this field to complete the return process.

INELIGIBLE ITEMS

Items below may be accepted at the discretion of Casson with a restocking fee of 20%.

Lighting & Electrical Items for return must be in pristine, saleable condition, with wire ends intact and original packaging. If the parts for a return were purchased as a part of a kit, the complete kit must be returned. We will not be able to refund/ credit separate parts of a kit/ system.

Items below are not eligible for returns and are final sale.

Commercial Bathware Collection, Bulk Orders of a Specific Item (15+), Made-to-Order, Customized Orders, Sale items, Gift Cards.

RETURN LABELS AND PROCESS

Regarding return labels and the associated processes, please take note of the following policies and responsibilities:

Return Postage Costs: Casson does not assume responsibility for covering any return postage expenses. This includes any costs incurred during the return process, as well as the cost of shipping items back to us. The customer is responsible for arranging and covering all aspects of return shipping, including obtaining the necessary documentation and labels.
Shipping Recommendations: To ensure the safe return of your items, we strongly advise that returns are packaged with great care. It is advisable to use a shipping method that includes tracking, insurance, and requires a signature upon delivery. Please be aware that any loss or damage that occurs during the return transit is not the liability of Casson.
Condition of Returned Items: If, upon inspection, returned items exhibit signs of installation or damage, we will regrettably be unable to provide a refund. It is essential to promptly inform us of any damage within the initial 7 days from the date of delivery. This allows us to assess and address the situation effectively. If we are not informed of any damage within this timeframe, our assessment will be based solely on the condition of the items when they are returned to us.

EXCHANGES

Due to the nature of our system we are unable to offer an exchange, but can happily process a return for applicable items and help you order the item you prefer.
Replacement orders can also be made directly online. Please email contact@cassonhardware.com for further assistance.

DEFECTIVE/ DAMAGED/ MISSING ITEMS

If items arrive incorrect, damaged or faulty please contact us directly at contact@cassonhardware.com , within 7 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.

CANCELLATION

Customers have up to 5 business days to cancel an order from time it is received by Casson Hardware Inc. without any penalty and providing it has not shipped.
Once an item has been shipped, we regret to inform you that cancellation is no longer possible.
For orders over $10,000.00 CAD the order is considered final sale after the 5 day period has passed. Once the product has shipped, orders cannot be cancelled.

ORDER UPDATES

We will make every effort to accommodate changes or updates to your order within 5 business days of your purchase. However, after this period, it will not be possible to modify your order due to our processing timelines. This may not be applicable if your order was in stock and already shipped out prior to this timeframe.
To ensure a seamless experience, we kindly ask that you carefully review all details before completing your order, including shipping address, quantities, finishes, and any customizations.
If you need to request an update, please reach out to our team as soon as possible, and we will do our best to assist within the 5-day window.
Please email contact@cassonhardware.com for further assistance and please make sure you have your Order Number available for reference [SH_].

Additional Information