Refund policy

Last Updated: June 9, 2026

At Réno-Go Matériaux (“Réno-Go”), we strive to provide a simple and transparent return process. Please review the following terms before submitting a return or exchange request.

1. Return Period

Returns and exchanges are accepted within 14 days from the date of purchase or the date you receive your order (delivery or warehouse pickup).

2. Eligibility Requirements

To qualify for a return or exchange, the product must:

· Be new, unused, and uninstalled;

· Be returned in its original packaging, unopened, undamaged, and in resalable condition;

· Be accompanied by the original proof of purchase.

Any product that does not meet these requirements may be refused.

3. Return Process

Warehouse Returns

Products may be returned to our warehouse during regular business hours.

Returns by Carrier

Before returning a product, you must contact our Customer Service department at info@reno-go.ca to obtain return instructions and a return authorization number.

For returns shipped by carrier:

· Return shipping costs are the responsibility of the customer;

· Original shipping charges are non-refundable;

· The customer remains responsible for the product until it has been received by Réno-Go;

· We strongly recommend using a shipping service that provides tracking and insurance.

4. Damaged Products or Order Errors

Any claim regarding a damaged, missing, or incorrect product must be submitted within 48 hours of receiving your order.

Your request must include:

· Your order number;

· A detailed description of the issue;

· Clear photographs of the product and its packaging;

· Any other relevant documentation.

Claims must be submitted to info@reno-go.ca.

Claims received after this deadline will not be accepted.

5. Special Order Products

Products specially ordered at the customer's request are considered final sale.

· No refunds or exchanges are available.

· Any deposits paid are non-refundable.

6. Applicable Fees

Depending on the nature of the return:

· A restocking fee of up to 30% may apply;

· Shipping and transportation charges are non-refundable;

· Refunds will be issued using the original method of payment or, where applicable, as warehouse credit;

· Refunds are processed within ten (10) business days after the returned product has been received and inspected.

7. Non-Returnable Products

The following items are considered final sale and cannot be returned or exchanged:

· Clearance items;

· Display or demonstration models;

· Discontinued products;

· Parts and components;

· Maintenance and cleaning products;

· Hygiene-related products, including toilets, bidets, and their accessories;

· Services.

8. Inspection Before Installation

The customer is responsible for inspecting the product before installation, including verifying:

· The model;

· Dimensions;

· Colour;

· Finish;

· Overall condition of the product.

No claim will be accepted once a product has been installed, except where otherwise required by applicable law.

Any installed product shall be deemed accepted by the customer.

9. Application of This Policy

Réno-Go reserves the right to refuse any return or exchange request that does not comply with this Return Policy or any other applicable Réno-Go policies.

This Return Policy may be amended at any time. The version posted on our website at the time a return request is submitted shall govern.