Special Orders Are Final Sale
Special orders are non-returnable. This includes custom-length panels, custom-fabricated ornamental gates, and any color or collection outside of standard stock inventory. Once placed, special orders cannot be cancelled, modified, or returned for a refund.
For eligible standard-stock returns, all returns are subject to a restocking fee of 25% of the item value, or $50 CAD, whichever is greater. Additionally, for orders where shipping was originally included in the purchase price, the initial shipping charges may be non-refundable, at the sole discretion of CanaBound.
1. Return Eligibility
To be eligible for a return, the following conditions must be met:
- The item must be standard stock inventory — special orders are not eligible for return under any circumstance.
- Returns must be initiated within 14 days of the delivery date.
- Items must be in their original and resalable condition. This means there must be no scratches, cut marks, or screw holes.
- Materials must be in their original packaging and secured on the original pallet (if applicable).
- Items that have been partially installed or "dry-fitted" are not eligible for return.
2. Non-Returnable Items
The following items are final sale and cannot be returned under any circumstances:
- All special orders, including custom-length panels or custom-fabricated ornamental gates.
- Special order colors or collections outside of standard stock inventory.
- Clearance materials or items sold "as-is".
- Small hardware components removed from their sealed bags.
3. Return Freight Charges and Initial Shipping
The customer is responsible for all freight charges associated with returning the product to our distribution center. Given the weight and size of fencing systems, return shipping fees can be substantial.
Note on "Shipping Included" Orders: If your order was a special order or qualified for pricing that included shipping, the actual outbound transport cost paid by CanaBound to the carrier may be deducted from your final refund. As noted above, special orders themselves remain non-returnable regardless of shipping terms.
4. Refund Process
Once the materials arrive at our warehouse, they will undergo a thorough inspection by our quality control team. This process typically takes 5 to 7 business days.
- Approved Returns: A refund will be issued to the original payment method, less the restocking fee (25% of the item value, or $50 CAD, whichever is greater) and any non-refundable outbound freight charges.
- Rejected Returns: If materials are found to be damaged or non-resalable, no refund will be issued.
5. Damaged or Defective Items
If you receive materials that were damaged during transit or feature manufacturing defects, please refer to our Shipping Policy. Damaged items reported within 48 hours are not subject to restocking fees.
6. How to Initiate a Return
To begin the return process, please send an email to info@canabound.ca with your order number and the reason for the return. Please include photos of the materials in their current condition.