Start with a return authorization
Before sending anything back, contact us with your order number and the reason for the return. We'll confirm whether the item can be returned and give you a Return Goods Authorization (RGA) number with return instructions. Items sent back without an RGA number may not be accepted.
Return window
You can request a return within 30 days of delivery.
Condition of returned items
To be accepted, returned items must be:
- In resalable condition and undamaged
- Complete, with no missing parts or hardware
- Returned with the manufacturer's documentation
Return shipping & restocking
Original shipping charges are non-refundable, and the customer pays the cost of shipping the return back to us.
A restocking fee of 15% applies to returns of non-defective items. Items returned without their original packaging may also be charged a restocking fee. We'll tell you the amount before you send anything back.
Special & custom orders
Returns of special-order and custom products, such as specific finishes, fabrics or sizes ordered for you, are considered case by case and may carry a higher restocking fee. Contact us before returning one.
Refunds
Once we receive and inspect the return, we'll refund the original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.
Damaged, defective or wrong items
If your order arrives damaged, defective or incorrect, see the damage reporting steps on our shipping & delivery page. We'll cover the cost to fix it with a repair, replacement part, replacement or refund. Defects that appear later may be covered by the manufacturer's warranty.
Quoted orders
Returns on quoted orders and projects follow the terms in your written quote.
Questions?
Contact IHS at info@ihsworks.ca or 1-888-671-3391, Monday to Friday, 8:00 am – 5:00 pm ET.