Effective Date: April 24, 2026
Welcome to Canaan Tile and Bathroom Inc. (referred to as “we”, “us”, or “our”), the owner and operator of the website www.canaantileandbathroom.com. This Refund and Returns Policy (“Policy”) outlines the terms and conditions governing returns, exchanges, and refunds for purchases made through our e-commerce platform. By placing an order with us, you acknowledge and agree to this Policy.
Our commitment is to provide premium quality bathroom essentials, from absorbent bath rugs to modern toothbrush holders and luxurious bath accessories. Your satisfaction is a priority. However, we must clearly define our procedures to ensure a fair and consistent process for all our valued customers. A critical policy point is that we do not offer “refund-only” transactions without a physical return of the item. Please read the following carefully.
1. Returns & Exchanges Overview
Key Principle: Refunds are only issued upon the successful receipt and inspection of the returned physical item. We do not process refunds for items that are not returned to us. Our process is designed to be transparent and protect both our customers and our business.
Eligibility for Returns/Exchanges:
- Timeframe: You have 30 days from the date of delivery to initiate a return or exchange request.
- Condition: Items must be unused, uninstalled, undamaged, and in their original packaging with all tags, labels, and accessories included.
- Proof of Purchase: A valid order number or receipt is required.
Non-Returnable Items:
- Custom or Special Order items made to your specifications.
- Any item that has been used, installed, altered, or damaged after delivery.
- Items not in their original condition or packaging.
- Clearance or final sale items (these will be clearly marked at the time of purchase).
2. How to Initiate a Return or Exchange
Step 1: Contact Our Customer Service
Before sending anything back, you must contact us to obtain a Return Merchandise Authorization (RMA) number. Returns received without an RMA number will not be processed.
- Email: Send your request to tarrydre@canaantileandbathroom.com. Include your order number, the item(s) you wish to return, and the reason for the return.
- Phone: Call us at +1 437 9948188 during our business hours to speak with a representative.
- We will not authorize refunds without initiating this return process first.
Step 2: Receive Instructions & RMA Number
Once approved, we will email you the RMA number and detailed instructions for return shipping, including our warehouse address (please note this is a returns processing address, which may differ from our public-facing address: 3447 Kennedy Rd Unit 6, Scarborough, ON M1V 3S1, Canada).
Step 3: Package and Ship the Item
- Securely package the item in its original packaging.
- Clearly write the RMA number on the outside of the box.
- Ship the package using a traceable and insured courier service. We highly recommend you retain the shipping receipt as proof of return. Canaan Tile and Bathroom Inc. is not responsible for return shipments that are lost, damaged, or stolen in transit. The refund process only begins once we have physically received the item.
3. Refund Process (Upon Item Receipt and Inspection)
This is a crucial section of our policy.
- Inspection: Once your return is received and inspected at our warehouse (usually within 5-7 business days of receipt), we will notify you via email regarding the status of your return.
- Approval: If the return is approved (meets all conditions above), we will then and only then proceed to process your refund.
- Method: Refunds will be issued to the original method of payment used for the purchase. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or card issuer’s processing times.
- Important: We do not offer “refunds without return” or partial refunds where you keep the item. This policy is firm to prevent misuse and ensure inventory accuracy.
Refunds will NOT be issued for:
- Items returned without prior authorization (no RMA number).
- Items that do not meet the eligibility criteria listed in Section 1.
- Return shipping costs (unless the return is due to our error, such as shipping the wrong item).
- Any item not physically received by our returns department.
4. Exchanges
We are happy to facilitate exchanges for a different product or size, subject to stock availability. The process follows the same return steps above:
- Initiate a return request for the original item as described.
- Upon receipt and approval of the returned item, we will ship the requested exchange item.
- Any price difference will be charged or refunded accordingly.
5. Damaged, Defective, or Incorrect Items
We take great pride in our product quality and accuracy. If you receive an item that is damaged, defective, or incorrect (we shipped the wrong product), please contact us immediately at tarrydre@canaantileandbathroom.com or +1 437 9948188 within 7 days of delivery. We will arrange a prepaid return label for the item and, upon confirmation of the issue, prioritize a replacement shipment or a full refund.
6. Return Shipping Costs
- Customer-Initiated Returns: The customer is responsible for the cost of return shipping.
- Company Error: If the return is due to our error (wrong or defective item shipped), we will provide a prepaid return shipping label.
7. Contact Us
For any questions regarding this Refund and Returns Policy or to initiate a return, please contact us. Our customer service team is here to help.
Canaan Tile and Bathroom Inc.
Customer Service Email: tarrydre@canaantileandbathroom.com
Customer Service Phone: +1 437 9948188
Business Address: 3447 Kennedy Rd Unit 6, Scarborough, ON M1V 3S1, Canada
Website: www.canaantileandbathroom.com
We aim to respond to all inquiries within 1-2 business days.
8. Policy Updates
We may update this Refund and Returns Policy periodically. The most current version will always be posted on our website with the updated effective date. Material changes will not apply retroactively to returns initiated before the change is posted.
By purchasing from Canaan Tile and Bathroom Inc., you agree to the terms outlined in this policy. This document supersedes any prior verbal or written communications regarding returns and refunds. Thank you for trusting us to help elevate your daily self-care routine.