Refund policy

Sales, Return, and Refund Policy - Ceramed

  1. Product Definition

    • Regular Products: Products that Ceramed regularly keeps in stock at the store or warehouse.
    • Special Order Products:
      • Products that Ceramed does not regularly hold in stock at the time of purchase.
      • Products for which the ordered quantity exceeds the normal stock quantities, requiring a special order from the supplier.
      • Products acquired through special purchases or production from external or internal suppliers.

  2. Order Approval

    • The sale of products is considered effective upon the receipt and acceptance of an order form by Ceramed and/or after the customer confirms their order on Ceramed’s website. The customer agrees to the terms of the sale by submitting their order online. All products are sold in full boxes, and no order will be confirmed without an initial deposit.

  3. Sale Price and Deposits

    • Prices are valid for a period of thirty (30) days from the date of submission. After this period, prices may be adjusted according to the rates in effect on the delivery date, unless otherwise agreed upon in writing by both parties.
    • A minimum deposit of 50% is required for any order. This deposit is non-refundable and will be retained until the final shipment of the product. The remaining balance is payable upon pickup or 24 hours before delivery.

  4. Delivery and Storage

    • Pickup or Delivery of Orders: The customer must pick up their order or arrange delivery within forty-five (45) days from the billing date. In case of delay, Ceramed reserves the right to demand full payment for the products and apply monthly storage fees of 2% of the value of the goods.
    • Beyond this period, Ceramed also reserves the right to dispose of uncollected goods or cancel the order, applying cancellation fees of 20% of the total order amount, without refunding the initial deposit if storage fees are not paid by the customer.

  5. Shipping and Delivery Dates

    • Ceramed will make every effort to meet the scheduled delivery dates but is not responsible for delays caused by external circumstances or third-party carriers. All shipping costs are the responsibility of the customer.
    • Use of Other Carriers: If the customer uses their own carrier, Ceramed disclaims any responsibility for damages, losses, or breakages during transport. Any claims must be made directly with the customer's chosen carrier.

  6. Return and Refund Policy

    • General Conditions:
      • Special orders, clearance products, and discounted items are considered final sales and cannot be returned or exchanged.
      • A 25% fee will apply to cover handling, administration, and banking costs for any accepted return.
      • Only unused products, in first-quality condition, in their original packaging, and accompanied by proof of purchase, are eligible for return.
      • Returns must be made within seven (7) days from the invoice date.
      • Return shipping costs are the responsibility of the customer.
    • Non-Eligible Returns:
      • No cancellation or return will be accepted for special orders or transfers from other Ceramed branches outside the headquarters in Saint-Mathieu-de-Beloeil.
      • Installation products (cement, adhesive, self-leveling products, grout).
      • Heated Floors: No return will be accepted if the packaging of heated floors or thermostats has been opened.
      • Wood Floors and Engineered Floors: These products are considered special orders or custom-made products and are final sales with no return options.
      • Vinyl and Floating Floors: Returns for these products are subject to availability of the same batch in stock, with return shipping costs to the Toronto warehouse at the customer's expense, in addition to the 25% fee.

  7. Refunds

    • Once the returned items are inspected, Ceramed will inform the customer of the approval or denial of the refund. If the refund is approved, it will be credited to the original payment method, subject to bank processing times.

  8. Warranty

    • The products sold by Ceramed, including tiles, slabs, and natural stones, may present variations in color and size. These variations are inherent to the products and are not considered defects. Ceramed's responsibility is limited to the repair or replacement of defective products, according to the manufacturer's conditions.
    • Responsibility for Defective Products: It is essential that the customer inspects the products before installation. In case of defective products, Ceramed must be informed before the start of the work. No claims will be accepted after installation.
    • Manufacturer Warranty: Ceramed acts as an intermediary for submitting any claims regarding defective products to the manufacturer and commits to opening a ticket for the customer to facilitate the replacement of defective products according to the manufacturer’s warranty terms.

  9. Retention of Title

    • Ceramed retains ownership of the products sold until full payment has been made for all amounts owed. In case of non-payment, Ceramed reserves the right to demand the return of the products, at the customer's expense.

  10. Order Cancellation

    • Special Orders cannot be cancelled or modified. They must be paid in full to guarantee their arrival.
    • For any order cancelled before execution (except for special orders), a 20% fee will apply to cover handling, administration, and banking costs.

  11. Delays and Additional Fees

    • In the case of delays or waiting during delivery, additional fees will be charged to the customer, in addition to the initial delivery charges. If delivery is rescheduled, additional delivery fees will be charged. A penalty of $200 will be applied for any delivery not completed by the customer.