Refund Policy
At MasterBuilder Mercantile Inc., we want you to shop with confidence. Please review the following return, refund, cancellation, and special-order conditions before placing your order.
30-Day Return Policy
We offer a 30-day return policy on most eligible products. You have 30 days from the date you receive your order to request a return.
To qualify for a return, products must:
- Be unused, uninstalled, undamaged, and in their original condition.
- Be returned in their original packaging with all accessories, components, and documentation.
- Have no writing, shipping labels, or alterations directly on the manufacturer's original packaging.
- Be accompanied by proof of purchase.
- Have an approved Return Goods Authorization (RGA) number.
All returns are subject to inspection and approval. Products that cannot be resold as new may be ineligible for return.
Special Orders & Restocking Fees
Products that are not explicitly identified as "In Stock" on our website may require special ordering from the manufacturer or supplier.
These products may be sourced specifically to fulfill your order and may not be part of our regularly stocked inventory.
- Special-order products: Products not marked "In Stock" may be considered special-order items.
- Order cancellations: Cancellations of special-order products may be subject to a restocking fee of up to 25% of the product's purchase price, particularly when an order has already been placed with the manufacturer or supplier.
- Returns: Approved returns of special-order products may be subject to a restocking fee of up to 25% of the product's purchase price.
- Custom-manufactured products: Products fabricated, modified, refinished, or manufactured specifically for a customer are generally considered final sale once production begins and may not be eligible for cancellation, return, or exchange.
Restocking fees and return eligibility may vary depending on the manufacturer, supplier, product, and order status.
We strongly recommend confirming product specifications, compatibility, availability, and return eligibility before ordering any product not marked "In Stock."
Restocking fees do not apply to returns resulting from an error by MasterBuilder Mercantile or where a remedy is required by applicable law.
Special-Order Lead Times
Special-order products may require longer processing and shipping times than regularly stocked inventory.
Manufacturer and supplier lead times are estimates only and may change due to production schedules, availability, transportation, or other circumstances beyond our control.
Changes to estimated delivery dates do not automatically make a special-order product eligible for cancellation or return. Any applicable cancellation or refund rights under law remain unaffected.
Large Orders & Additional Restrictions
Orders exceeding $1,000.00 USD may be subject to additional review when requesting cancellations or returns, particularly when products have been specially sourced or ordered in non-standard quantities.
Orders exceeding $2,500.00 USD may have additional manufacturer or supplier restrictions and, in some circumstances, may be ineligible for cancellation, return, or exchange.
These restrictions depend on the products ordered and applicable supplier conditions. Any applicable statutory cancellation and refund rights remain unaffected.
Order Cancellations & Changes
To request an order cancellation or modification, please contact our customer service team as soon as possible at 1-844-597-3070 or info@masterbuildermercantile.com.
Before Shipment
Most standard stocked products may be cancelled or modified before shipment, subject to order processing status.
Customer-requested cancellations before shipment may be subject to a processing fee of up to 3.5% of the cancelled order value, where permitted by applicable law.
Special-order products may be subject to additional cancellation restrictions and a restocking fee of up to 25% if the supplier or manufacturer has already begun processing the order.
After Shipment
Once an order has shipped, it generally cannot be cancelled in transit. Customers wishing to return an eligible product must request a Return Goods Authorization after delivery.
Refused deliveries may result in deductions for original outbound shipping costs, including orders originally shipped free of charge, and return freight charges, where applicable and permitted by law.
Cancellation and restocking charges will be assessed without duplicating fees for the same expense.
How to Request a Return
All returns must be approved in advance and assigned a Return Goods Authorization (RGA) number.
To request an RGA, contact info@masterbuildermercantile.com with your order number, product details, and reason for return.
- Contact us within 30 days of receiving your order.
- Wait for return approval and your assigned RGA number.
- Package the product securely in its original packaging.
- Display the RGA number on the outer shipping carton, not directly on the manufacturer's packaging.
- Ship the product to the authorized return address provided by our team.
Unauthorized returns may be refused. RGAs are valid for 30 days from issuance unless otherwise specified.
If a returned product does not meet the eligibility requirements, we will contact you regarding the available options, including return shipment at your expense.
Return Shipping & Freight Charges
Customers are generally responsible for all return shipping, freight, and related costs associated with voluntary returns.
Original outbound shipping charges may be non-refundable. Where an order originally qualified for free shipping, the actual outbound shipping cost may be deducted from an approved voluntary return refund, where permitted by applicable law.
Shipments sent freight collect without prior authorization may be refused and returned at the sender's expense.
Where MasterBuilder Mercantile shipped an incorrect product or is otherwise responsible for the return, we will arrange an appropriate return shipping solution at our expense.
Order Receiving, Inspection & Shipping Damage
Please inspect your shipment promptly upon delivery, including the outer packaging and the product itself.
For deliveries involving visible shipping damage:
- Inspect the shipment before signing the delivery receipt whenever possible.
- Document any visible damage on the carrier's delivery receipt.
- Photograph the packaging, product, and any visible damage.
- If only part of the shipment is damaged, identify the affected items and retain the undamaged products where practical.
- Contact MasterBuilder Mercantile immediately so we can assist with the freight claim or replacement process.
For concealed damage or deliveries made without a signature, please notify us as soon as possible, preferably within 48 hours of delivery, to help preserve carrier claim options.
Failure to report damage within this preferred timeframe does not eliminate any rights or remedies provided by applicable law.
Incorrect Products Received
If you receive a product different from the one ordered, contact us promptly with your order number and product details.
Once the issue is verified, we will provide return authorization and instructions. We will cover the reasonable return shipping costs and arrange shipment of the correct product at no additional shipping charge.
Defective Products & Warranty Claims
If you believe a product is defective, contact us as soon as possible with the order number, a description of the issue, and supporting photographs or documentation.
Manufacturer warranty terms and inspection procedures may apply. Some manufacturers require testing, inspection, or written authorization before a warranty return can be approved.
Products submitted as defective but determined to be functioning correctly may be subject to reasonable inspection, handling, or return shipping charges, disclosed where applicable and permitted by law.
Nothing in this policy limits rights or remedies that cannot legally be excluded.
Exceptions & Non-Returnable Products
Certain products may not qualify for voluntary returns, including:
- Custom-fabricated, personalized, modified, or made-to-order products.
- Special-order products designated as non-returnable by the supplier or manufacturer.
- Installed, used, altered, or damaged products.
- Products missing original packaging, components, or accessories.
- Hazardous materials, flammable liquids, or gases.
- Final-sale or clearance products and gift cards, subject to applicable law.
Exchanges
The fastest way to exchange an eligible product is to request a return of the original item and place a separate order for the replacement after return approval.
Special-order restrictions and applicable restocking fees may still apply.
Refunds & Return Credits
Once a returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method, less any applicable restocking fees, shipping charges, and other authorized deductions.
We aim to process approved return credits within five business days after receiving and inspecting the returned product. Additional time may be required for manufacturer inspections, warranty evaluations, or payment provider processing.
International Orders
Orders shipped to destinations outside Canada and the United States are generally considered final sale and are not eligible for voluntary cancellation, return, or exchange, subject to applicable law.
Customers are responsible for any applicable import duties, taxes, customs clearance fees, and related charges unless otherwise agreed in writing.
Questions About Your Order?
Our customer service team is available to assist with returns, product availability, cancellations, and shipping questions.
