Returns & Cancellations

Cancellations

Once we receive your order we get to work on it right away, therefore it may not be possible to cancel an order that is in process. To request a cancellation please contact Customer Service at (905) 731-3345 and we will attempt to stop or modify the order. Once an item has shipped, cancellation is not possible. In most cases, custom, special order and non-returnable items cannot be cancelled. Cancellation requests may take several days to process and you will be sent an email upon confirmation. If an order ships prior to confirmation, you may have the option of returning the item once it is received. A refund will be issued following the standard return process.

Returns

While we hope you love your purchase, we understand that you may need to return it. Comfort Home accepts returns on a vast majority of our products—in new, uninstalled condition and original packaging—within 21 days of receipt, unless otherwise noted on the item’s product page.

To begin a return request, click here, provide all necessary information (including email, order number, condition of the product, reason for returns, and supplementary files). Once your return request has been authorized, we will provide you with further shipping instructions if that is an option for the return of your product. *Please Note: You must contact customer support to provide us the shipment tracking number, and must insured the returned merchandise since you remain the owner of the merchandise until we receive it.

Please note that any expedited shipping charges from your original order are non-refundable.

RETURNS EXCEPTIONS: We are unable to accept returns for:

• Products that are clearly marked non-returnable on the Product Detail Page
• Products that have been assembled or installed
• Products without original packaging or not in their original condition
• Products with crystals that have been unwrapped
• Custom orders, including those that are made-to-order or customized to your specifications
• Light bulbs
• Large quantities of the same product (6 or more)
• Open-box or clearance items

Your refund credit will be issued after the item has been received and inspected. The cost of the return shipping will be deducted from the credit amount if you used our labels. In other words, you are responsible for the return shipping cost of any item you return.

Damages

Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances, it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.

Defective Products

Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 21 days of receiving your order.

Warranties

Most of our manufacturers guarantee their products with a warranty. Please check product information page for product specific warranties. Please contact us if you have questions regarding specific product warranties.

Comfort Home Building Supply Inc. and its suppliers shall not be liable for any indirect, special, consequential, or incidental damages including, without limitation, lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from Comfort Home Building Supply Inc., damages resulting from use of or reliance on the information present, even if Comfort Home Building Supply Inc. or its suppliers have been advised of the possibility of such damages.