Refund & Return Policy

Effective Date: February 2026

At Renova Maison, your satisfaction is our priority. We want you to be completely happy with your premium renovation materials. This policy outlines our refund and return procedures in accordance with Quebec consumer protection laws.

About Renova Maison

Renova Maison is your one-stop shop for premium renovation materials with top-quality products in Montreal and beyond. We are committed to providing exceptional service and quality products for all your renovation needs.

Store Location:
1063 Rue Bégin
Saint-Laurent, QC H4R 1V8

Contact Us:
Phone: 514-338-2022
Email: [email protected]
Hours: Monday-Saturday, 10:00 AM – 5:00 PM

Your Rights Under Quebec Law

As a Quebec consumer, you are protected by the Consumer Protection Act (Loi sur la protection du consommateur) and the Civil Code of Quebec. These laws guarantee:

  • The right to return defective products
  • Protection against hidden defects
  • The right to receive products that match their description
  • The right to fair and transparent business practices

This return policy complements your legal rights and does not limit them in any way.

30-Day Return Policy

Standard Returns

We accept returns within 30 days of purchase for most products that meet our return criteria.

To qualify for a return:

  • Products must be unused and in original condition
  • Original packaging must be intact and undamaged
  • All labels, tags, and accessories must be included
  • Original receipt or proof of purchase must be provided
  • Products must not show signs of installation or use

Return Window

  • In-Store Purchases: 30 days from date of purchase
  • Online/Phone Orders: 30 days from delivery date
  • Special Orders: May have different terms (see Special Conditions below)

What Can Be Returned

Eligible Items

✅ Bathroom Fixtures (unopened and unused)

  • Faucets and taps
  • Showerheads and shower systems
  • Bathroom accessories
  • Towel bars and hooks

✅ Lighting Fixtures (unopened)

  • Ceiling lights
  • Vanity lights
  • Decorative lighting

✅ Hardware & Accessories (unopened)

  • Cabinet handles and knobs
  • Door hardware
  • Drawer slides

✅ Tiles (unopened boxes only)

  • Ceramic tiles
  • Porcelain tiles
  • Mosaic tiles
  • Wall tiles

✅ Flooring Materials (unopened packages)

  • Laminate flooring
  • Vinyl flooring
  • Underlayment

✅ Paint & Finishes (unopened cans)

  • Unopened paint containers
  • Sealed finishing products

✅ Tools & Supplies (unused with original packaging)

What Cannot Be Returned

Non-Returnable Items

❌ Custom & Special Orders

  • Custom-sized products
  • Special-order items
  • Personalized or engraved products
  • Made-to-order cabinetry

❌ Hygiene & Sanitation Products

  • Toilets and bidets (once opened)
  • Toilet seats (once opened)
  • Bath/shower units (once opened)

❌ Cut or Modified Materials

  • Cut tiles or stone
  • Custom-cut lumber or materials
  • Altered products of any kind

❌ Clearance & Final Sale Items

  • Items marked “Final Sale”
  • Clearance merchandise
  • Discontinued products (unless defective)

❌ Installed Products

  • Any product that has been installed
  • Items showing signs of installation
  • Used or mounted fixtures

❌ Opened Electrical Items

  • Installed light fixtures
  • Connected electrical components

❌ Cut Flooring or Panels

  • Opened flooring packages (partial boxes)
  • Cut-to-size materials

❌ Hazardous Materials

  • Opened adhesives
  • Opened sealants or caulking
  • Chemical products (once opened)

Return Process

Step 1: Contact Us

Before returning any product, please contact us:

Phone: 514-338-2022
Email: [email protected]

Provide the following information:

  • Order number or receipt number
  • Product name and SKU
  • Reason for return
  • Photos of the product (if damaged or defective)

Step 2: Return Authorization

  • Our team will review your request
  • You will receive a Return Authorization (RA) number if approved
  • Instructions for return will be provided
  • Returns without an RA number may not be accepted

Step 3: Prepare Your Return

For In-Store Returns:

  • Bring the product in original packaging
  • Bring original receipt
  • Bring Return Authorization number
  • Visit our store during business hours

For Large or Bulky Items:

  • Contact us to arrange pickup or delivery
  • Additional fees may apply
  • Keep all original packaging

Step 4: Inspection

  • All returned items will be inspected upon receipt
  • Products must meet return eligibility criteria
  • Damaged, used, or incomplete items may be refused

Step 5: Refund Processing

  • Approved returns will be processed within 3-5 business days
  • Refunds will be issued to original payment method
  • Please allow 7-10 business days for refund to appear

Refund Methods

Original Payment Method

Refunds will be issued to the original form of payment:

  • Credit/Debit Card: 7-10 business days
  • Cash: Immediate refund (in-store returns)
  • Interac: 5-7 business days
  • Check: 10-14 business days

Store Credit Option

You may choose to receive:

  • Store credit (full amount, no restocking fee)
  • Gift card for future purchases
  • Exchange for different product

Restocking Fees

To cover handling and processing costs, restocking fees may apply:

Standard Restocking Fees

  • Small Items (under $100): No fee
  • Medium Items ($100-$500): 15% restocking fee
  • Large Items (over $500): 20% restocking fee
  • Bulky Items (bathtubs, large vanities): 25% restocking fee

No Restocking Fee Situations

Restocking fees are WAIVED for:

  • Defective products
  • Wrong items shipped/received
  • Damaged products (shipping damage)
  • Products not as described
  • Store error

Special Order Restocking

  • Special orders: 25-35% restocking fee (if returnable)
  • Custom products: Generally non-returnable

Exchanges

Product Exchanges

We gladly accept exchanges within 30 days:

Same Product Exchange:

  • No restocking fee
  • Must be equal or greater value
  • Price difference must be paid

Different Product Exchange:

  • Subject to restocking fees (see above)
  • Price difference refunded or charged
  • Must meet return eligibility criteria

Damaged/Defective Exchange:

  • No fees or charges
  • Immediate exchange when available
  • Free return shipping (if applicable)

Defective or Damaged Products

Received Damaged

If you receive a damaged product:

  1. Inspect Upon Delivery: Check products immediately upon receipt
  2. Document Damage: Take photos of damage and packaging
  3. Contact Us Immediately: Within 48 hours of delivery
  4. Do Not Install: Keep product in original condition
  5. Report to Carrier: File claim if shipping damage

We will:

  • Provide immediate replacement
  • Arrange free return shipping
  • Issue full refund including shipping costs
  • No restocking fees apply

Discovered Defect

If you discover a defect after purchase:

  1. Contact Us: Within 30 days of purchase
  2. Describe Issue: Provide detailed description and photos
  3. Warranty Review: We’ll check manufacturer warranty
  4. Resolution: Repair, replace, or refund

Shipping & Return Shipping

Return Shipping Costs

Customer Responsibility:

  • Customer pays return shipping for:
  • Change of mind returns
  • Wrong item ordered (customer error)
  • Non-defective returns

Renova Maison Responsibility:

  • We pay return shipping for:
  • Defective products
  • Wrong items shipped (our error)
  • Damaged products
  • Products not as described

Large Item Returns

For large or bulky items:

  • Contact us to arrange return
  • Pickup service may be available (fees may apply)
  • Original delivery fees are non-refundable

Special Conditions

Custom & Special Orders

Custom Orders:

  • Generally non-returnable
  • Cancellation may be possible before production
  • Cancellation fees may apply
  • Contact us immediately if you need to cancel

Special Orders:

  • May be returnable with 25-35% restocking fee
  • Subject to supplier’s return policy
  • Return eligibility determined case-by-case

Clearance Items

  • All sales are final unless defective
  • Clearly marked as “Final Sale” or “Clearance”
  • No returns or exchanges (except defective items)
  • All legal warranty rights still apply

Opened vs. Unopened Items

Unopened Items:

  • Full refund (minus restocking fee if applicable)
  • Must be in original sealed packaging

Opened Items:

  • Generally non-returnable
  • Exceptions for defective items
  • Must prove defect existed before opening

Late or Missing Refunds

If you haven’t received your refund:

  1. Check Your Account: Allow 7-10 business days
  2. Contact Your Bank: Processing times vary
  3. Contact Us: Call 514-338-2022 if still not received

We will:

  • Verify refund was processed
  • Provide proof of refund transaction
  • Assist in tracking with your bank
  • Reissue refund if necessary

Price Adjustments

Price Match & Adjustments

If an item goes on sale within 7 days of your purchase:

  • Contact us for a price adjustment
  • Provide original receipt
  • Adjustment issued as store credit or refund
  • Item must be identical (same SKU)

Conditions:

  • Must be within 7 days of purchase
  • Product must still be in stock
  • Competitor pricing must be verifiable
  • Excludes clearance and final sale items

Damaged or Lost Returns

Our Responsibility

  • We are not responsible for items lost in return transit
  • Use trackable shipping methods
  • Keep proof of shipment
  • Consider insurance for valuable items

Your Protection

To protect yourself:

  • Always get Return Authorization number
  • Use trackable shipping
  • Keep receipts and tracking numbers
  • Take photos before shipping
  • Consider shipping insurance

Gift Returns

Returns Without Receipt

For gifts or purchases without receipt:

  • Store credit may be issued (at current selling price)
  • Original purchaser may need to verify purchase
  • Photo ID may be required
  • Subject to standard return policy

Gift Receipts

  • We can provide gift receipts upon request
  • Allows recipient to exchange or return
  • Hides price information
  • Subject to same time limits

Refused or Disputed Returns

If we cannot accept your return:

Reasons for Refusal:

  • Outside 30-day return window
  • Product is not in original condition
  • Product shows signs of use or installation
  • Missing components or packaging
  • Non-returnable item category

Your Options:

  1. Contact Manufacturer: For warranty issues
  2. Contact OPC: Office de la protection du consommateur
  3. Mediation: Discuss resolution options with us
  4. Small Claims: For unresolved disputes under $15,000

Consumer Protection Resources

Office de la protection du consommateur (OPC)

For questions about your consumer rights:

Website: www.opc.gouv.qc.ca
Phone: 1-888-672-2556
Email: [email protected]

Division des petites créances (Small Claims Court)

For disputes under $15,000:

Website: www.justice.gouv.qc.ca
Phone: 1-866-536-5140

Contact Us

We’re here to help with any return or refund questions:

Renova Maison
1063 Rue Bégin
Saint-Laurent, QC H4R 1V8

Phone: 514-338-2022
Email: [email protected]

Store Hours:
Monday – Saturday: 10:00 AM – 5:00 PM
Sunday: Closed

Policy Updates

This refund and return policy may be updated to reflect:

  • Changes in Quebec consumer laws
  • Updates to our business practices
  • Seasonal or promotional changes

The most current version is always available at:
www.renovamaison.com/refund-return-policy

Language Rights

In accordance with Quebec’s Charter of the French Language (Bill 101), this policy is available in French upon request. Please contact us to receive documentation in French (Politique de remboursement et de retour).

Your Satisfaction Matters

At Renova Maison, we stand behind our products and our service. If you’re not completely satisfied with your purchase, we’re committed to finding a solution that works for you.

Thank you for choosing Renova Maison!

We appreciate your business and look forward to helping you complete your renovation project with premium materials and exceptional service.

This refund and return policy is subject to Quebec consumer protection laws. In case of any conflict between this policy and applicable law, Quebec law prevails. Nothing in this policy limits your rights under the Consumer Protection Act or Civil Code of Quebec.

Last Updated: February 2, 2026