Returns, Refunds, & Exchanges
Returns, Refunds & Exchanges Policy
Effective Date: May 24, 2022 (Updated 2025)
Thank you for shopping with Dupont Kitchen & Bath Fixtures. We value your business and aim to provide both quality products and clear policies. This document outlines your rights and responsibilities regarding returns, refunds, and exchanges.
1. General Return Window
You may request a return within 30 days of receiving your order.
All returns are subject to inspection and must be in resalable condition (original packaging, unused, no damage).
A minimum 20% handling/restocking fee applies to all returned goods.
2. Non-Returnable Items
Certain items are final sale and cannot be returned or refunded:
Gift cards and digital items
Cartridges and parts (non-returnable)
Clearance items (final sale)
Custom orders (non-returnable, non-refundable)
Special orders (non-cancellable and non-returnable unless pre-approved; minimum 20% restocking fee if approved)
3. In-Stock Items
In-stock items returned within 30 days are subject to a 20% handling fee.
Customers are responsible for return shipping costs, including packaging, tracking, and insurance.
4. Claims & Damages
All claims must be reported within 24 hours of delivery.
Products that arrive damaged or defective will be replaced at no charge.
Dupont is not responsible for labour, installation, or incidental costs, nor for damage occurring after installation.
Responsibility for proper inspection upon delivery lies with the customer.
5. Exchanges
Exchanges may be offered for eligible items if stock is available.
Exchanges follow the same inspection and restocking fee rules as returns.
6. Refunds
Approved refunds will be processed to the original payment method.
Processing times vary depending on the payment provider (e.g., credit card, e-transfer, PayPal).
Refunds are not issued for consultation fees unless credited toward a purchase.
7. Special Conditions
Special Orders & Deposits: As per our deposit policy, special orders require 100% upfront payment and are non-refundable once placed.
Consultations: $200 (60 min) and $375 (120 min) consultation fees are credited toward purchases but are otherwise non-refundable.
Loyalty Program: Points earned on returned purchases will be deducted from the customer’s account. Points redeemed toward a purchase are not refundable.
8. Return Shipping Responsibility
Customers must use a trackable, insured method when shipping returns.
Dupont is not responsible for lost or damaged return shipments.
Proof of delivery is required to process a refund or exchange.
9. Contact Us
For return requests, claims, or questions, please contact us:
Email:[email protected]
Phone: 416.656.6054
Contact Page:dupontplumbing.com/contact
Address: Dupont Kitchen & Bath Fixtures, 2397 Eglinton Ave West, Toronto, ON M6M 1S7
Returns & Refunds – Frequently Asked Questions
Can I return clearance items?
No. All clearance items are final sale and cannot be returned, refunded, or exchanged.
Are cartridges and parts returnable?
No. Due to manufacturer guidelines and hygiene/usage concerns, cartridges and parts are non-returnable and non-refundable.
What is the return window for regular items?
You have 30 days from the date of delivery to request a return, provided the product is unused, in original packaging, and in resalable condition.
Is there a restocking fee?
Yes. All returns are subject to a minimum 20% handling/restocking fee. This applies to both in-stock and approved special-order returns.
Do I have to pay for return shipping?
Yes. Customers are responsible for return shipping costs, including packaging, tracking, and insurance. If the product is defective, the manufacturer will cover replacement under warranty, but shipping/installation costs remain the customer’s responsibility.
What if my product arrives damaged?
All damages must be reported within 24 hours of delivery. If approved, we will replace the defective product at no cost. Labour, installation, or incidental costs are not covered.
Can I cancel a special order?
No. Special orders require 100% upfront payment and are non-refundable once placed. If Dupont approves an exception, a minimum 20% restocking fee will apply.
How do I start a return?
You can request a return by:
Email:[email protected]
Phone: 416.656.6054
Contact Page:dupontplumbing.com/contact
Please provide your order number, product details, and reason for return.
When will I receive my refund?
Approved refunds will be processed back to your original payment method. Processing time depends on your bank or payment provider.
Do consultation fees qualify for refunds?
No. Consultation fees ($200 or $375) are credited toward your purchase but are otherwise non-refundable.