Refund policy
What is Plumbing Market’s General Return Policy?
We accept returns for most items within 30 days of purchase. The item(s) must be in its original, undamaged, and resalable condition.
Shopping for your home should be fun, so don’t be afraid to mix things up! If an item isn’t the perfect match, return it for a refund within 30 days of purchase in the original, undamaged, and resalable condition.
Any outbound shipping charges collected on the order will not be refunded. This includes:
- Shipping charges for orders under $50
- Upgraded shipping charges (expedited, express, room of choice, etc.)
A few items can’t be returned/canceled, including:
- Gift Cards
- Personalized items
- Items marked “Non-Returnable” on the sale page
- Items you have already assembled or installed
- Open Box Items/Clearance Items
- Glass/Doors/Tile and Flooring/ Any Intimate Product
-
Any Special Order products
Special Orders
Products marked as Special Order on the product page (typically indicated under the delivery time estimate) are final sale. Special Order items cannot be cancelled or returned once the order has been placed.
Please note that lead times provided for Special Orders are estimates only and may vary due to supply chain disruptions or shipping delays beyond our control. We appreciate your understanding and patience when ordering these items
Order Cancellations
Orders that are canceled after payment has been processed will incur a 5% credit card surcharge fee.
This fee helps cover the non-refundable transaction costs charged by our payment processor. We appreciate your understanding, as this allows us to continue offering competitive prices and free or discounted shipping on many of our products.
For special orders please refer to the special order policy for non stocked items
How do I return an item if I change my mind?
Complete the online form. After setting up the return, you will receive return instructions via email within 24 to 48 hours.
Will I have to pay for return shipping fees?
Yes, applicable return shipping costs will be deducted from your refund. The return shipping costs can vary depending on the location of the return, size, and weight of the item, and selected return method.
Delivery shipping fees or service charges collected on the order will not be refunded. If an order is returned because you refused delivery, the appropriate return costs will be charged and deducted from your refund.
What if my item arrives damaged or is missing parts?
Please see Damaged Items or Missing Parts.
What if I receive the wrong item?
Please see Received the Wrong Item.
What if I change my mind about returning the item?
Already filled out the return form but changed your mind? Don’t worry! As long as you still have the item in your possession, you can easily cancel the return. Visit the Return Form, write your Order number, and put “Cancel My Return” in the subject line.
Modified Return Policies
Our return policy is slightly different for some products and special-occasion purchases:
Large Item Or Flooring Return Policy
You can return a large item(s) within 48 hours of delivery as long as it hasn't been installed and is returned in the original packaging. In some cases, you might have to pay the manufacturer’s restocking fee: (any item larger than L10"xW10"xH10")
When your large item arrives, please take the following steps:
- Check the box for damage.
- Make sure the product name and model number match your order confirmation.
- Remove the packaging and inspect the product.
If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once your item is installed, it can’t be returned.
How do exchanges work?
We initiate a refund once the item has been received and checked at our warehouse. For store credit, this takes 24 hours from initiation, and 3-5 business days for refunds to the original payment method. You can either order your new item before returning the old one or wait until your refund has been received to place the new order.
Where applicable, your return shipping fee will be automatically deducted from the refund amount.
Installation & Renovation Policy
Installation appointments are scheduled exclusively for your project, and dedicated installer time is reserved in advance. For this reason, customer presence at the confirmed date and time is required to ensure the appointment can proceed as planned.
If our installation team arrives and access cannot be provided, or the customer is otherwise unavailable, the appointment may be classified as unable to proceed. In such cases, the originally paid installation fee is considered fully allocated to the reserved time, and a new installation fee will be required to schedule a subsequent appointment.
To allow us to manage installer routes and labour commitments effectively, any changes to an installation appointment must be requested at least 48 hours prior to the scheduled time. Requests made within 48 hours fall outside our rescheduling window, and the installation fee will be fully applied to the reserved appointment. A new installation fee will be required to book a replacement date.
Warranty?
All warranty claims are handled directly by the manufacturer of the product. As a retailer, we do not process or approve warranty requests ourselves. If you experience an issue with your item, we recommend contacting the manufacturer’s customer service department, as they have the tools and authority to assess the issue, determine coverage, and provide a resolution such as repair, replacement, or parts. Each manufacturer has its own warranty policy, and coverage may vary based on the product and specific terms. We’re happy to assist you in getting in touch with them if needed.
Product Compatibility & Installation Disclaimer
Plumbing Market provides products based on the specifications, model numbers, and information available at the time of purchase. While we make reasonable efforts to assist customers in selecting compatible components, the final responsibility for product selection, system compatibility, and installation rests with the purchaser and/or their licensed contractor.
All plumbing fixtures and rough-in components must be verified for compatibility prior to installation. Due to variations between manufacturers, product lines, and installation requirements, Plumbing Market does not guarantee compatibility unless explicitly confirmed in writing.
Plumbing Market shall not be held responsible for any installation costs, labor charges, removal expenses, delays, or damages resulting from the use of incompatible, incorrectly installed, or modified products.
In the event that an incorrect or incompatible product is supplied, Plumbing Market’s liability is strictly limited to the replacement or refund of the product itself, in accordance with our return policy. Under no circumstances shall Plumbing Market be liable for incidental, consequential, or labor-related costs.