We do everything we can to ensure that you receive the product you ordered in perfect condition. We are committed to your satisfaction first and foremost, and we want to help you have the best possible shopping experience. Please review the following guidelines on how we can help you in the event that something went wrong.
Through many years of experience, we have learned to package our products to withstand damage during shipping, avoid selling items easily damaged during shipping, and discontinue suppliers whose damage rate is too high. In the unlikely case that still something arrives from us that looks damaged, or if parts are missing, please notify us right away. We will work to help you get needed replacements as quickly as possible at no extra charge.
If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- you receive a wrong item
- you receive a broken item due to a manufacturing defect or transportation damage
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
- the product you ordered does not meet your required specs or local building code. Please do your due diligence in advance.
How to request a refund?
You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on the Contact Us page. A member of our team will follow up with you within one business day. Subject to guidelines listed below.
Unless there is a manufacturing defect or transportation damage, all products sold are non-refundable or exchangeable due to high shipping cost, import taxes & customs formalities. If something arrives from us that looks damaged, or if parts are missing, please notify us within 48 hours of delivery. Most carriers only let us file freight claims within this period, so do not delay. We will work to help you get needed replacements as quickly as possible at no extra charge. In the case of a manufacturer’s defect, we can replace the defective part, or if needed, the entire unit. We stand 100% behind our products and the manufacturers who produce them, and we will make every effort to resolve any problems.
Please note that under any circumstances, we are not responsible to compensate for assembly, installation and plumbing expenditures, or any other costs or losses beyond the cost of the product and shipping. Similarly, we cannot be held responsible if the product you ordered does not meet your required specs or local building code. Please do your due diligence in advance.