Returns & Exchanges Policy

NeoNova Decor Cancellation, Return & Exchange Policy

At NeoNova Decor, we are dedicated to the exceptional quality of our products and the satisfaction of our clients. We understand that occasionally, a piece may not perfectly align with your vision or space. To ensure a seamless experience, please review our comprehensive cancellation, return, and exchange guidelines below.

1. Order Cancellations, Extended Storage & Unclaimed Pickups
We understand that project plans can change. Please review our cancellation guidelines based on your order's fulfillment status:

• Pre-Fulfillment Cancellations: Orders can be cancelled for a full refund provided the cancellation request is received before the merchandise has been processed, picked, packed, or staged in our warehouse.

• Post-Fulfillment & Dispatched Cancellations: Once an order has been processed, prepared for pickup, or loaded onto a courier/freight truck, it cannot be cancelled without penalty. Any attempt to cancel, refuse, or redirect a fulfilled order will be processed as a Standard Elective Return, subject to applicable restocking fees and return shipping costs.

• Complimentary Storage & Extended Storage Fees: We proudly offer up to 3 months (90 days) of complimentary storage for your order from the date it is "Ready for Pickup." Please note that once an order is processed and moved to our holding area, the inventory is actively reserved for you.

  • Cancellations during storage: If you choose to cancel your order at any time during this complimentary storage period, it will be processed as an Elective Return, and a standard 15% restocking fee will apply.

  • Extended Storage Fees: Orders not retrieved after the 90-day complimentary period will automatically incur a storage fee of [$15.00] per day per pallet/oversized item. These accrued fees must be paid in full prior to the release of the merchandise.

  • Abandoned Orders: If an order remains unclaimed for 120 days (30 days past the complimentary period), it will be officially classified as Abandoned. The order will be automatically cancelled, and a refund will be issued minus the 15% restocking fee AND all accrued storage fees.

2. General Return Policy
We gladly accept returns or exchanges on eligible items within 14 days of the physical delivery date or showroom pickup date. To ensure your return is processed smoothly, please adhere to the following conditions:

• Buyer’s Remorse & Site Compatibility: Returns initiated due to personal preference, color discrepancies, or spatial constraints (e.g., the item does not fit your plumbing or doorways) are classified as Elective Returns. It is the buyer’s sole responsibility to accurately measure their space and review specification sheets prior to purchasing.

• Product Condition: Items must be returned in brand-new, uninstalled, and unused condition.

• Original Packaging: Merchandise must be returned in its original, unopened packaging, inclusive of all internal foam and exterior structural wooden pallets for freight items.

• Restocking & Repacking Fees:

  • A standard 15% restocking fee applies to all eligible, unopened returns (including cancelled pickup orders that have already been processed).

  • For items returned with opened, compromised, or damaged packaging, a 30% repacking and inspection fee will be deducted from your refund.

• Shipping, Handling & Palletizing Charges: Original delivery fees and non-refundable palletizing/crating fees are not eligible for a refund. For orders that qualified for complimentary or subsidized flat-rate delivery, the actual outbound freight costs absorbed by NeoNova Decor will be deducted from the final refund. The client is responsible for all actual return shipping costs billed by the carrier and ensuring the secure transport of the merchandise.

• Showroom Returns: Online purchases are subject to the same policies and may be returned directly to our Markham showroom with a valid proof of purchase to avoid return courier fees.

3. Freight Returns & Oversized Deliveries
Due to the logistical complexities of transporting heavy vanities and oversized fixtures, specific guidelines apply to freight returns:

• Pallet Retention: LTL freight carriers legally require oversized items to be secured to a wooden pallet for safe transport. If you discard the original shipping pallet and wish to initiate an elective return, you must independently source a replacement pallet and strapping at your own expense, or arrange to personally drop the item off at our Markham facility.

• Delivery Refusals: If a freight delivery is refused at the destination for reasons other than documented severe transit damage on the Bill of Lading, it will be processed as an elective standard return. Actual outbound freight (including any amounts subsidized by NeoNova Decor), actual return freight, non-refundable palletizing fees, and applicable restocking fees will be deducted from the refund.

• Precision Parts vs. Full Replacements: In the event of a minor cosmetic blemish or hardware imperfection, our standard procedure is to expedite the shipment of precision replacement components (e.g., a replacement door, hardware, or touch-up kit). Requests to return an entire oversized unit over easily correctable minutiae will be processed under our standard return policy.

4. Receiving Your Order & Transit Exceptions
We meticulously inspect every item before dispatch. To protect your purchase, we ask that you inspect your delivery immediately upon receipt.

• 24-Hour Notification Window: If an item arrives damaged, you must notify our Concierge Team at support@neonovadecor.ca within 24 hours of delivery. Carrier liability policies strictly prohibit us from processing damage claims submitted outside of this timeframe.

• Required Documentation: To facilitate a swift resolution, your email must include clear photographs of: (1) The specific damage to the item, (2) The exterior packaging (boxes and pallet), and (3) The interior protective materials.

• Retention of Materials: Please retain all damaged packaging and items until the claim is fully resolved, as carriers may require an on-site inspection.

5. Final Sale & Exclusions
To maintain our quality and safety standards, the following items are considered Final Sale and are not eligible for return, exchange, or refund:

• Installed Merchandise: Any item that has been installed, altered, or damaged during the installation process by the homeowner or a tradesperson.

• Custom & Special Orders: Any items explicitly marked as special order, custom-made, or made-to-order are non-cancellable and strictly non-returnable.

• Health & Safety Exclusions: For strict hygienic and sanitary reasons, bidets, hand bidets, bidet modules, and smart bidet toilet seats cannot be returned once the factory packaging has been opened.

• Clearance & Floor Models: All clearance items, end-of-collection pieces, and demonstrator (floor) models are sold "as is." We encourage clients to review product specifications carefully prior to purchasing.

• Miscellaneous: Gift cards, replacement parts, maintenance products, and professional services.

6. Processing Your Refund
Once your return is received and meticulously inspected at our facility, approved refunds will be credited back to the original method of payment used for the purchase. Please allow standard banking processing times for the credit to appear on your statement.

NeoNova Decor reserves the right to decline any return or exchange that does not meet the criteria outlined above. Policy terms are subject to change without prior notice.

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