Refund Policy

Ekko Bath sells high-quality plumbing products across Canada. We work directly with trusted manufacturers to ensure the products we offer meet the standards our customers expect. If your shipment is not satisfactory for any reason, please contact us and our team will be happy to assist you.

SPECIAL CONDITIONS FOR RETURNS OF WASHLETS, BIDETS, AND TOILET SEATS

For sanitary and health reasons, Ekko Bath is unable to accept returns on any washlet, bidet, or toilet seat that has been installed and/or used. There are no exceptions to this policy.
If you have any questions before purchasing these products, please contact us prior to placing your order at:
[Ekko generated support email]

GENERAL RETURNS OR EXCHANGES

ekkobath.ca has a 30-day return policy. Returns are accepted within 30 days of receiving your order.
If you are unhappy with your product and it is unused, uninstalled, and still in its original packaging, Ekko Bath will gladly accept the return.
Customers are responsible for return shipping costs unless the item received is defective or incorrect.
To begin the return process, please contact:
[Ekko generated support email]
Once we receive your request, we will provide a quote for return shipping costs. These costs will be deducted from your refund once the item has been returned and inspected.
If you have additional questions regarding shipping, please visit our Shipping Information page.

RETURNING SPECIAL ORDER ITEMS

Some items sold on ekkobath.ca are classified as special order products. These items are not regularly stocked and are ordered specifically for individual customers.
Special order items may only be cancelled if the order has not yet been submitted to the manufacturer.
Most special order items may be returned within 30 days of receiving the order; however, customers will be responsible for:
Return shipping costs
A 25% restocking fee on all approved special order returns
For more information, please visit our Special Order Items page.

DEFECTIVE RETURNS

If you receive an incorrect or defective item, please contact us within 30 days of delivery.
Our customer support team will work to arrange replacement products as quickly as possible.
After 30 days, defective products fall under the manufacturer’s warranty policy and claims must be handled directly through the manufacturer.
If you need manufacturer contact information or additional support, please contact:
[Ekko generated support email]

DAMAGED RETURNS

Please inspect all products immediately upon delivery.
If your shipment arrives damaged or with missing parts, please contact us within 3 days of delivery.
If visible damage is present upon arrival, please make note of the damage on the Bill of Lading before signing for the shipment. Damage not noted at delivery may not qualify for reimbursement or replacement.
Customers may refuse delivery of visibly damaged products. If only part of the shipment is damaged, we recommend accepting the undamaged portion and refusing only the damaged items.
Please do not discard damaged products.
Once damage is reported, the damaged item becomes the responsibility of the shipping carrier. The carrier may require up to 30 days to inspect, retrieve, or dispose of the damaged merchandise.

REFUNDS

Once your return has been received and inspected, ekkobath.ca will notify you by email regarding the approval or rejection of your refund.
Refunds are approved based on whether the returned product:
Is in its original packaging
Has not been installed or used
Is in acceptable resale condition
If the returned product shows signs of installation, usage, or damage, our team will contact you to discuss possible next steps.

MISSING PARTS

If your product arrives with missing parts, we recommend contacting the manufacturer directly first. Most manufacturers are able to send replacement parts quickly and free of charge.
If you are unable to reach the manufacturer or need assistance, please feel free to contact us and we will do our best to help.
For the FAQ page, under the section discussing non-returnable products, please also include any specific brands/products we do not accept returns on based on the policies listed above.