Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. All returns outside of shipping damage or defective products are subject to a 15% restocking fee. Return shipping cost is not covered outside of shipping damage or defective products.

To be eligible for a return, your item must be in the same condition that you received it, uninstalled, unworn, and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You are responsible for the cost of the return shipping fee when you return an oversized item for any of the following reasons:

  • You refuse a delivery without inspection
  • You miss a delivery appointment
  • You return a non-defective or undamaged product

All returned oversized items are fully inspected upon their arrival back at our warehouse.

We reserve the right to deduct the return shipping fee, which generally ranges from $100 to $695 or more (depending on size and weight), if the item is not in its original condition upon arrival back at our warehouse.

To start a return, you can contact us at sales@waterloosupply.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@waterloosupply.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Freestanding tubs are shipped in basic corrugated boxes. Because of this, we recommend choosing the available crating option, which provides superior protection in the shipping process. Please follow these steps before installing a freestanding tub:

  1. Scan the box for damage.
  2. Make sure the product name and model number match your order confirmation.
  3. Remove the packaging and inspect the product.

If the item arrives damage, or is the incorrect model, don't accept the delivery. Inform the delivery representative(s) and contact us immediately. Once the product is installed, it cannot be returned.


Exceptions / non-returnable items
We cannot accept returns on sale items or gift cards. Outbound shipping charges will not be refunded. This includes upgraded shipping charges (expedited, express, etc.) Products that have been installed, or otherwise used cannot be returned.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.