Damaged-Defective Products
Your total satisfaction is important to Columns Plus. Our products have been carefully chosen to meet the most excellent quality, craftsmanship, and value standards. Our entire product line is supplied Completely insured.
Upon arrival, any damaged item or products will be replaced at no additional cost to you. Please give every item a thorough inspection when it arrives.
Any damage that you find must be reported right away to the Carrier. Don’t hesitate to contact us at orders@columnplus.ca or 519-653-3331 within one business day of receiving the goods if you discover any products that may be “defective” so that we can review your claim.
· When phoning or emailing Columns Plus, please be prepared with your invoice.
Columns Plus cannot control the final products created using the materials bought or the installation methods employed. No warranty, either stated or implied, is given.
All materials need to have their quality confirmed before installation. Please get in touch with us if you require any additional details.
PLEASE NOTE THAT CUSTOM ORDERS AND ANY PRODUCTS THE CUSTOMER HAS CUT, USED, DAMAGED, INSTALLED, OR ALTERED ARE NOT RETURNABLE.
Our Payment Policy
We accept payments for online orders by E-Transfer, PayPal, Visa, Visa Debit Cards, and MasterCard. All prices on our website are shown in Canadian Currency and are subject to any applicable sales tax.
Shipping Policy Overview
Free In-Store Pickup
Columns Plus offers free in-store order pickups at the showroom in Cambridge, Ontario. Order pickup is a free shipping option that is provided to local customers during the checkout process. Orders for items currently in stock are prepared for pick up within 24 to 48 hours. We will notify you by email once your order is ready to be picked up.
Backordered items & custom orders are generally prepared for in-store pickup within seven business days. In-store pickup refers to scheduling your order for pickup from Columns Plus, located at Address: 125 Vondrau Drive, Unit 1 Cambridge, Ontario N3E 1A8. If wait times are longer than usual, a customer service representative will notify you. Using the phone number or email address that you provided with your order.
Pickups:
· The Client is responsible for ensuring the order is accurate and free of defects upon signing off and loading their order.
· Columns Plus is not responsible for defective or damaged products once the product has been loaded into the vehicle.
· Ensure you, the Client, or the person(s) picking up have counted and ensure accurate product, measurements and quantities are verified before signing off and leaving the premises.
Returns
No Refunds/Exchanges:
We only accept returns or exchanges if your purchased item is defective. If you receive a faulty item, please get in touch with us at orders@columnsplus.ca or 519-653-3331 with details of the product and the defect.
Returns & Exchanges Policy Overview (IF APPLICABLE)
To return your product, you should mail your product to Address:
125 Vondrau Drive,
Unit 1 Cambridge,
Ontario N3E 1A8.
You will be responsible for paying your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. Consider using a trackable shipping service or purchasing shipping insurance if returning more expensive items. We don’t guarantee that we will receive your returned item.
Contact us at orders@columnsplus.ca for questions related to shipping, refunds and returns.
Keep original packaging:
All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should only be disposed of or released to the Carrier after a claim is completed, as photographs will be required; the Carrier may conduct any necessary inspection and salvage. Failure to comply may result in denial of your claim.
Damage Claims
· Please inspect the condition of your package as soon as it arrives. If you notice any damaged items, bring them to the driver’s attention.
· All damage claims, including missing or concealed items, must be made within 12 hours of delivery to allow us to meet the courier’s deadline for reimbursement.
· Damage claims or forgotten items brought to our attention after this period cannot be considered.
Please take the following digital images, which are required to file a claim with the Carrier:
· A photo showing the damaged material is displayed inside the original packaging on which the shipment arrived to you, and Photos showing the damaged material clearly outside of the original packaging.
· A photo showing the packaging material used (bubble wrap, Styrofoam, etc.).
· A picture of the shipping label shows the tracking number on the package received with the damage.
· A photo showing the top and two sides of the box.
· A photo showing the bottom and opposite sides of the box.
Ensure you keep all damaged material and packaging until any claims and investigations have been completed and you are authorized to dispose of them; otherwise, this may negatively affect possible resolutions and due process required to complete and resolve any discrepancies.
Check for concealed damage:
You must report any concealed damage and missing items within a shipment to us within 12 hours of delivery to its destination. Ensure to note such lost or damaged item(s) on the delivery receipt when any loss or damage is apparent at delivery time. Please note that your claim may only be allowed if reported in the required time frame.
Discovery of loss or damage
Occurring more than 24 hours after delivery to the Delivery Location is deemed to have occurred after the shipment was over and not in transit and, therefore, is not covered by the insurance companies of the Carrier (s)/broker(s) used.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you have yet to receive a refund, first recheck your bank account.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please get in touch with us at orders@columnsplus.ca
Only regular-priced items may be returned. Sale items are final.
