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Visit Our Store In Vancouver
Visit Our Store In Vancouver

Refund Policy

Nova Plumbing Fixtures sells the best quality plumbing products in Canada. Nova Plumbing Fixtures receives these first-rate products directly from trustworthy manufacturers. If your shipment is not satisfactory, please contact us and we will have our knowledgeable staff take care of your needs.

Special Conditions for Returns of Washlets/Bidets and Toilet Seats
For sanitary and health reasons, Nova Plumbing Fixtures is unable to accept the return of any washlet/bidet or toilet seat that has been installed and/or used. We are sorry, but there will be no exceptions to this policy. We encourage you to contact us by phone or e-mail prior to making your purchase of a washlet/bidet or toilet seat if you have any questions.

General Returns or Exchanges
Nova Plumbing Fixtures has a 30 day return policy; we accept returns within 30 days of you receiving your order. If you are unhappy with your product and it is unused and still in its original packaging, Nova Plumbing Fixtures will accept the return. You are responsible for both the outbound and return shipping costs unless the product is defective. To begin the return process, we ask you first contact us via email at customersupport@Nova Plumbing Fixtures. Once we have received your request we will issue you a quote for both the outbound and return shipping costsWe will deduct these costs from your refund once the item is returned to us. If you have any further questions regarding the shipping process, please visit our Shipping Info page.

Returning Special Order Items
Some of the items on Nova Plumbing Fixtures are classified as "special order items" in that we do not normally stock these products - they are specially ordered for you from the manufacturer. As with items we normally stock, we will accept returns of all "special order items" sold within 30 days of you receiving your order. However, in addition to you being charged both the outbound and return shipping costs, you may also be charged a re-stocking fee. (Please note that any re-stocking fees charged by Nova Plumbing Fixtures are simply on a "cost recovery basis" - the fees are exactly the amount charged to us by the manufacturer for re-stocking/returning the product.)

Defective Returns
If the product you have received is defective or incorrect upon arrival, we ask you contact Nova Plumbing Fixtures within 30 days. Our customer support team will help you get you replacement products in a timely fashion. After the 30 days has expired, defective products default to the product warranty and you must process a return through the manufacturer. If you require contact information for the manufacturer for a warranty return, please contact us via email at customersupport@Nova Plumbing Fixtures.

Damaged Returns
Please inspect all merchandise immediately upon arrival. In the unfortunate event that an item arrives damaged or missing parts, please contact Nova Plumbing Fixtures within three days of the item's arrival. If any of the products you have received are damaged, please list the damage details on the Bill of Landing. Damage not noted may not be covered for refund. On delivery, you also may refuse products if they are obviously damaged. Nova Plumbing Fixtures recommends you accept the intact portion of the order while refusing the damaged products. Do not discard damaged products. After contacting Nova Plumbing Fixtures to report a damaged item, the damaged item becomes the property of the carrier and they have 30 days to either inspect, pick-up or discard the products.

Once we have received your return and it has been inspected, Nova Plumbing Fixtures will notify you with a follow up email. Furthermore, we will either approve or reject your refund depending on whether the product has remained in its original packaging and is in suitable resale condition. If the product has been used or is in anyway damaged upon receipt, Nova Plumbing Fixtures will contact you directly to discuss a resolution.

Missing Parts
In the unlikely event that you receive an order with missing parts, Nova Plumbing Fixtures suggests you first contact the manufacturer. Manufacturers will often provide the missing part quickly and free of charge. If you are unable to reach the manufacturer, or need some assistance doing so, do not hesitate to contact us for further assistance.