Returns, Exchanges & Cancellations

We want you to be happy with what you bought. If a piece is not right for your space, most items can be returned within 14 days. If something arrived damaged or turns out to be defective, we cover it and you pay nothing — see section 4.

This page covers cancellations, storage, returns, exchanges, and fees. Delivery methods, receiving procedures, and transit damage reporting deadlines are set out in our Shipping & Pickup Policy. Defects in materials and workmanship are covered by our Warranty Policy. All amounts are in Canadian dollars (CAD).

1. Cancellations, Storage & Uncollected Orders

Before we process your order — free. Cancel for a full refund any time before the merchandise has been picked, packed, palletized, or staged for pickup or dispatch. Email support@neonovadecor.ca with your order number.

After we process your order. Once an order has been staged for pickup, palletized, or loaded onto a courier or freight vehicle, cancelling is treated as an Elective Return and the fees in section 3 apply.

Backordered and pre-order items. Backordered and pre-order items can be cancelled for a full refund at any time before dispatch. The one exception is custom, made-to-order, and special-order items, which cannot be cancelled once the order is confirmed and are not returnable — these are built or ordered from the manufacturer specifically for you. We identify any such item in writing before you pay.

Complimentary 90-day storage. We hold your order free of charge for 90 days from the Ready-for-Pickup Date, as defined in section 1 of the Shipping & Pickup Policy. Your merchandise is reserved to your order and removed from available stock for that whole period.

Cancelling during the storage period. Because the order is already staged and reserved, cancelling at any point during the complimentary storage period is processed as an Elective Return and the 15% restocking fee applies. Original shipping charges already incurred are not refunded.

Storage beyond 90 days. Orders not collected or scheduled for delivery within 90 days of the Ready-for-Pickup Date accrue a storage fee of CAD $75.00 per pallet or oversized item per month, or CAD $25.00 per month for parcel-sized orders, charged in full monthly increments beginning on day 91. Total storage fees on any single order are capped at 25% of the order value. Accrued fees must be paid in full before merchandise is released. We will email you before any fee begins to accrue.

Uncollected orders — the 120-day limit. We will not hold an order indefinitely, and we will not let one sit in our warehouse for years. The sequence is fixed:

Day 75 — we email and call to remind you that complimentary storage ends on day 90.
Day 90 — complimentary storage ends and storage fees begin to accrue.
Day 105 — we send written notice that the order will be cancelled on day 120, stating the exact amount that will be refunded.
Day 120 — the order is classified as Abandoned. It is cancelled, the merchandise is returned to our available stock, and your refund is issued less the 15% restocking fee and all accrued storage fees.

Because the order is cancelled and refunded at day 120, no order remains in storage beyond that point. If your project has been delayed and you need longer, contact us before day 105 — we can extend in writing, and storage fees continue to accrue during any extension.

If we cannot reach you. Where an order is cancelled under this section and we are unable to complete the refund — for example the original card has expired or the account is closed — we hold the amount as a credit on your account and continue attempting to reach you at the email and phone number on the order. We do not resell, dispose of, or otherwise deal with merchandise you have paid for except in accordance with applicable Ontario law.

2. How to Start a Return — Return Authorization (RMA)

Every return requires a Return Authorization (RMA) number issued by NeoNova Decor before the item is shipped back or brought to our facility. Merchandise sent back without an RMA cannot be received, inspected, or refunded, and will be held at the sender's expense or refused.

Email support@neonovadecor.ca within 14 days of delivery or pickup with your order number, the item, the reason, and photographs of the item and its packaging.
We issue your RMA within 2 business days, with return instructions, the address, and a written statement of the fees and freight costs that will apply to your specific return, so there are no surprises on your refund.
Ship or deliver the item within 14 days of the RMA date, with the RMA number marked on the outside of the packaging. An RMA expires after 14 days.
We inspect on arrival and process your refund under section 9.

You can also return an online purchase to our Markham showroom with valid proof of purchase and an RMA, which avoids return freight entirely. Please book a time so we have staff available to inspect the item with you.

3. Elective Returns — Conditions & Fees

An Elective Return is a return for any reason other than transit damage, a product defect, or an error on our part. This includes change of mind, a colour or finish that reads differently in your space, an item that does not fit your plumbing rough-in or doorway, a cancelled order that has already been processed, and a refused delivery.

It is the purchaser's responsibility to measure the space and review the specification sheet on each product page before ordering. Our team is happy to check dimensions with you before you buy.

Eligibility

Within 14 days. The return must be requested within 14 days of the delivery date or the showroom pickup date. Where an order arrives in more than one shipment, the 14 days run separately from each individual delivery date.
Unused and uninstalled. Items must be in new, unused, uninstalled condition, with all hardware, fittings, and documentation included.
Not on the final sale list. See section 8.

Fees

Condition of the returned item	Fee deducted from refund
New, in original unopened packaging	15% restocking fee
Packaging opened, damaged, or missing components of the packaging	30% repacking and inspection fee
Item shows signs of use, installation, or handling damage	Return declined; item returned to you at your cost

Opened packaging does not disqualify an item from an Elective Return. The 30% fee applies instead. (Packaging retention is required for transit damage and warranty claims — a different situation, covered in section 4.)

Also not refundable on an Elective Return

The original delivery charge you paid
Palletizing and crating fees, which are non-refundable once incurred
Where your order shipped under complimentary or flat-rate delivery, the actual outbound freight cost NeoNova Decor absorbed
White-Glove Delivery charges, once the service has been performed
Return freight — see section 4

4. Who Pays for Return Shipping

This depends entirely on why the item is going back. If the problem is ours, you pay nothing.

Reason for return	Return / replacement freight	Restocking or repacking fee
Transit damage, reported within the deadlines in our Shipping & Pickup Policy	NeoNova Decor pays	None
Manufacturing defect covered by our Warranty Policy	NeoNova Decor pays	None
Wrong item, wrong finish, or missing item shipped by us	NeoNova Decor pays	None
Change of mind, colour or finish preference	Purchaser pays	15% or 30% per section 3
Item does not fit the space, doorway, or plumbing rough-in	Purchaser pays	15% or 30% per section 3
Delivery refused, or order cancelled after processing	Purchaser pays actual outbound and return freight	15% or 30% per section 3
Order returned to sender due to an incorrect address	Purchaser pays	15% or 30% per section 3

On an approved damage, defect, or shipping-error claim we arrange the carrier and the pickup ourselves. Please do not pay for return shipping out of pocket and ask to be reimbursed — contact us first and we will book it.

Where the purchaser pays return freight, you may use your own carrier or ask us to arrange it and bill the actual cost. Either way the item must be packaged to survive transit; damage occurring on the return journey is deducted from the refund.

5. Exchanges

We are glad to exchange an eligible item within the same 14-day window, under the same conditions as section 3. Exchanges follow the RMA process in section 2 — just tell us what you would like instead.

Fees. An even exchange for a different size, finish, or model carries no restocking fee if the original packaging is unopened. Where the packaging has been opened or damaged, the 30% repacking fee applies to the returned item.
Price difference. If the replacement costs more, we invoice the difference. If it costs less, we refund the difference to your original payment method.
Freight. On an Elective exchange, the purchaser pays return freight on the original item and standard outbound freight on the replacement. On an exchange arising from transit damage, a defect, or our error, NeoNova Decor pays both.
One exchange per item. The replacement item is final sale unless it arrives damaged or proves defective.
Availability. Exchanges depend on stock. Where the item you want is on backorder, we will tell you the lead time before processing, and you can choose to wait or take a refund instead.

6. Freight & Oversized Returns

Oversized items — vanities, countertops, toilets, large mirrors — have a few extra requirements because of how freight carriers handle them.

The pallet. Freight regulations require oversized items to be strapped to a wooden pallet. If you have discarded the original pallet and want to make an Elective Return, you will need to either source a replacement pallet and strapping at your own cost, or deliver the item to our Markham facility yourself. We can also quote pallet sourcing and pickup through our carrier if you prefer.

Component replacement comes first. For a minor cosmetic blemish or a hardware imperfection, our standard remedy is to expedite a replacement component — a door, a drawer front, a hinge, a drain, a mirror panel, or a finish touch-up kit. This is faster than a freight retrieval and usually gives a better result. A request to return an entire oversized unit over an issue a component would fix is processed as an Elective Return under section 3.

Refused freight deliveries are processed as Elective Returns. Section 5 of the Shipping & Pickup Policy sets out exactly what is deducted.

7. Damaged or Defective Items

These are not Elective Returns and none of the fees in section 3 apply to them.

Damaged in transit. Report it within the deadlines in section 6 of our Shipping & Pickup Policy — at delivery for visible freight damage, within 48 hours for concealed or parcel damage, at the counter for an inspected showroom pickup, and within 24 hours if you collected a sealed item without inspecting it. Retain all packaging until the claim is closed. We repair, replace, or refund at no cost to you.
Defective. Covered by our Warranty Policy, which applies beyond the 14-day return window for the full warranty term. Email support@neonovadecor.ca with your order number, photographs, and a description of the fault.
Wrong or missing item. Tell us within 48 hours of delivery and we will correct it at our cost.

Nothing in this policy limits your rights under the Ontario Consumer Protection Act, 2002 or other applicable consumer protection legislation.

8. Final Sale — Items That Cannot Be Returned

Installed or altered merchandise. Any item that has been installed, cut, drilled, plumbed in, or modified, or damaged during installation — by you or by a trade professional. Please test-fit before installing.
Custom, made-to-order, and special-order items, including custom pre-orders and custom backorders. Non-cancellable and non-returnable, as set out in section 1.
Opened hygiene products. For sanitary reasons, bidets, hand bidets, bidet modules, and smart bidet toilet seats cannot be returned once the factory packaging has been opened.
Clearance, end-of-collection, and floor models. Sold as-is. Condition is described at the time of sale and these items are not returnable or exchangeable.
Gift cards, replacement parts, maintenance and care products, and services, including White-Glove Delivery once performed.

Final sale status does not affect your rights where an item arrives damaged or proves defective. Sections 4 and 7 still apply, and so does our Warranty Policy.

9. Refunds

Once your return arrives and has been inspected, we issue approved refunds to the original method of payment within 5–7 business days. Your bank or card issuer may take a few additional days to post the credit.

Refunds are issued to the original payment method. Where that method is no longer valid, contact us and we will arrange an alternative. If we are unable to reach you, the amount is held as a credit on your account — it is not forfeited.

Your refund confirmation itemizes every deduction so you can see exactly how the amount was calculated. If anything looks wrong, reply to that email and we will review it.

NeoNova Decor may decline a return or exchange that does not meet the conditions on this page. Where we decline, we tell you why in writing and arrange for the item to be returned to you.

Questions

support@neonovadecor.ca · +1 888-818-3021 · 250 Shields Crt, Unit 7, Markham, ON L3R 9W7

The version of this policy in effect on the date your order is placed is the version that applies to that order. Last updated: September 17, 2026.

Returns, Exchanges & Cancellations

1. Cancellations, Storage & Uncollected Orders