Refund policy
Return window:
You have 30 days from the date you receive your order to request a return.
Eligibility:
To be eligible, the item must be unused, uninstalled, in the same condition you received it, and in the original packaging with all parts, manuals, and accessories. A receipt or proof of purchase is required.
How to start a return:
Email karley@incinoletcanada.com to request a Return Authorization. We will confirm next steps and where to send the package. Returns sent without prior authorization will not be accepted.
Return address:
4855 Union Road, Beamsville, Ontario L3J 0T8
Damages and issues
Please inspect your order upon delivery and contact us right away if an item is defective, damaged, or incorrect. We will evaluate the issue and make it right.
Exceptions and non-returnable items
For health and safety reasons, the following cannot be returned:
• Toilets or parts that have been installed, used, or show signs of wear
• Opened consumables, including bowl liners and ash pan liners
• Cut or used venting or duct components
• Hazardous materials, flammable liquids, or gases
• Custom or special-order items
• Sale items and gift cards
Restocking and fees
Non-defective returns may be subject to a restocking fee. Original shipping charges are non-refundable. If we provide a prepaid return label, the cost of return shipping may be deducted from your refund.
Exchanges
If you need a different item, return the original for a refund and place a new order once your return is approved.
Refunds
We will notify you after we receive and inspect your return. If approved, a refund will be issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the credit. If more than 15 business days have passed since your refund was approved, contact us at karley@incinoletcanada.com.
Questions
Email karley@incinoletcanada.com with any return question.