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Returns and exchanges

If you change your mind, if a product does not satisfy you, or if your renovations are full of surprises (as is often the case!), we will be happy to take back the items within 90 days of delivery. You simply need to present proof of purchase and comply with the conditions outlined below.

The customer and installer are responsible for having the product in hand and checking all specifications and installation manuals before starting work. These documents should be used as a guide, and as a precaution, take your measurements directly from the product before carrying out any work. Please note that we disclaim any liability for damages resulting from incorrect installation or improper measurements.

Before proceeding with the installation, please carefully check the materials, as errors can occur at the factory or during delivery. No claims or warranty requests will be accepted after installation.


Conditions for Returning Goods

  • All products must be returned in new condition and must not have been installed or used.
  • The product must be in its original packaging, without perforations, tears, or writings.
  • A 30% fee will be retained for products specially ordered for you.


Non-returnable Items

  • Custom-made products
  • Toilets and toilet seats
  • Shower doors
  • Gift cards

Deposits on special orders are non-refundable.

Defective Products

Damaged goods must be reported with photos within 48 hours of delivery*.

If the product is damaged, a request can be made via our Return Request form.

*Variations in tone, veining, and calibration are normal phenomena.

Our liability is limited to the reimbursement of the value of the material if it proves to be defective. It is the responsibility of the customer and the installer to check the material before installation.

At all times, Plomberie Mascouche reserves the right, at its sole discretion, to refuse a return or exchange.

This return policy may be modified without notice. These policies are currently in effect. If other policies are communicated through other platforms, those policies will take precedence.

Frequently asked questions

How do I request a return?

Simply fill in our returns request form, which will be promptly processed by our customer service department. You will then be contacted within 48 working hours.

How do I know if my item is a special order?

You can make a request at any time to your advisor in-store or online, and we'll be happy to check for you.

Why do you charge a return fee for certain products?

We charge a return fee for certain products because they were specially ordered for you and are not usually kept in stock. As a result, we must return these items to our supplier, incurring shipping and handling charges.

Who will honor the warranty on the product purchased from Plomberie Mascouche?

Warranties are honored by the manufacturer according to established terms. Plomberie Mascouche can assist you in this process.

Why should I wait until I have my product in my hand before starting installation?

There are several reasons why we strongly recommend that you wait until you have your product in hand before beginning installation. First of all, although rare, there can always be unforeseen circumstances when the product is received or produced, which could disrupt your plans. In addition, it's essential to take measurements directly on the product to be installed, as there may be deviations from the specifications provided. By doing so, you avoid potential errors and ensure accurate, trouble-free installation.

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