Refund & Return Policy

Effective October 2, 2026 · Applies to orders placed on sanicanada.com and at our Etobicoke showroom, shipped within Canada and the USA.

1. 14-Day Return Window

You may request a return within 14 days of delivery (or pickup). Requests made after 14 days cannot be accepted, except for warranty claims under our 1-Year Limited Warranty.

2. Return Authorization (RMA) Required

All returns require a Return Merchandise Authorization (RMA) number issued by Sani Canada before the item is shipped back. To request one, email info@sanicanada.com with your order number, the item(s) and the reason for return. Packages sent without an RMA number, or to any address other than the one we provide, will be refused and not refunded.

3. Condition of Returned Items

To be eligible, items must be:

• Unused, uninstalled and unaltered, with no signs of installation (thread tape, plumber's putty, sealant, water marks, tool marks or scratches);
• In original, undamaged packaging with all parts, accessories, hardware, manuals and protective films included;
• Packed securely (double-boxed where possible) with the RMA number clearly marked on the outside.

Sani Canada inspects every return. Items that do not meet these conditions may be refused and returned to the customer at the customer's expense, or refunded less a deduction for damage, missing parts or repackaging.

4. Restocking Fee and Shipping Costs

For change-of-mind returns (including ordering the wrong size, model or finish):

• A 30% restocking fee applies to the product price.
• The customer pays return shipping and is responsible for the package until it reaches us. We recommend a trackable, insured service.
• Original shipping costs are non-refundable. Where an order shipped free, the actual outbound shipping cost we paid will be deducted from the refund.

5. Final Sale Items (Not Returnable)

The following are final sale and cannot be returned or exchanged for change-of-mind reasons:

• Custom, made-to-order and special-order items, including custom sizes, colours, finishes, cut-to-length pipes, and custom vanities, mirrors and shower systems;
• Special finishes, including gold, polished gold, brushed gold, rose gold, white and coloured finishes;
• Opened bidets, bidet seats, bidet modules and toilet seats (for hygiene reasons);
• Clearance, end-of-line, demonstrator and showroom display items (sold as-is);
• Installed products of any kind;
• Parts, maintenance products, gift cards and services.

Final sale items remain covered by our 1-Year Limited Warranty against manufacturing defects.

6. Shipping Damage, Missing Parts and Wrong Items

Please inspect your order immediately on delivery and before installation.

• Report visible damage, missing parts or an incorrect item within 72 hours of delivery to info@sanicanada.com. Include your order number and clear photos or video of the item, packaging and shipping label.
• Note any visible box damage on the carrier's delivery receipt where possible, and keep all packaging until your claim is resolved.
• Do not install a damaged or incorrect product. Installing it may void your claim.
• If the error or damage is confirmed, we will repair, replace or refund the item at no cost to you, without a restocking fee, and we cover return shipping.

Claims reported after 72 hours, or after installation, may be handled under the warranty instead and may not qualify for replacement.

7. Defective Products

If a product is defective, please contact us before removing or returning it. Defective products are handled under our 1-Year Limited Warranty, which explains coverage, exclusions and the claim process.

8. Refunds

Once your return arrives and passes inspection, we will email you to confirm. Approved refunds are issued to the original payment method within 7–10 business days of inspection. Your bank or card issuer may take an additional 2–14 business days to post the credit. Refunds are issued in the currency of the original purchase.

9. Exchanges

To exchange an item, return the original under this policy and place a new order. If you'd like help choosing the right size or model, call us first at 1-800-883-0028.

10. Order Cancellations

Orders cancelled before shipment are subject to a 3% cancellation fee to cover payment processing. Custom and made-to-order items cannot be cancelled once production has begun. Orders that have already shipped are treated as returns under this policy. See our Final Sales & Cancellation Policy.

11. Marketplace Orders

Orders placed through Amazon, eBay, Wayfair or another marketplace are subject to that marketplace's return policy and process. Please start your return through the marketplace where you purchased.

12. Your Legal Rights

This policy does not limit any rights you have under applicable consumer protection laws in your province, territory or state that cannot legally be waived. If any part of this policy is found unenforceable, the rest remains in effect. Sani Canada may update this policy at any time; the version in effect on your order date applies.

Contact

Sani Canada Inc.
Tel: 1-800-883-0028 · Email: info@sanicanada.com
208 Browns Line, Etobicoke, Ontario, M8W 3T4, Canada