Refund and Returns Policy

Last updated: November 8, 2026

This policy applies to purchases from Costruction Supply. It covers change-of-mind returns, delivery issues and order cancellations. Product faults are handled as explained below and in our Product Warranty Policy.

1. 30-Day Change-of-Mind Returns

You may request a return of an eligible item within 30 calendar days after delivery or pickup. Contact us within that period with your order number and the items you wish to return. We will provide return instructions and a reasonable return-by date. The goods do not have to reach us within the initial 30-day period if you have contacted us on time and follow our instructions.

For a change-of-mind return:

• Products sold in original retail packaging must be unused, in their original unopened retail packaging and in resalable condition.
• New kit-split products must be unused, complete with all accessories and documents originally supplied, and in the same condition as delivered. An original retail box is not required if none was supplied. Reuse the protective packaging where practical, or use equivalent secure packaging.
• Sets and bundles must be returned complete unless we agree otherwise in writing.
• Provide your order number or other proof of purchase.

These packaging and unused-condition requirements apply to voluntary change-of-mind returns, not to valid claims for defective, damaged or incorrectly supplied goods.

2. Change-of-Mind Return Exclusions

The following are not eligible for voluntary change-of-mind returns:

• Goods that have been used, installed, cut, mixed or otherwise altered.
• Custom, made-to-order or special-order goods identified as non-returnable before purchase.
• Clearance goods clearly marked Final Sale before purchase.
• Opened consumables, including adhesives, sealants, paints and opened packs of fasteners.

These exclusions do not remove any applicable warranty coverage or statutory rights.

3. Shipping Damage, Incorrect Goods and Missing Items — 7-Day Reporting Window

Check your order promptly. Shipping damage, incorrect goods and missing items must be reported to us within 7 calendar days after delivery or pickup. This is a reporting deadline; it is not a requirement to complete the return within 7 days.

Provide your order number, a description of the issue, and relevant photos of the goods, label and packaging where reasonably available. Keep the affected goods and packaging while we review the claim, where practical. For large or heavy deliveries, note visible damage on the delivery receipt where possible.

Subject to applicable law, we may decline reports received after this 7-day window under our delivery-issue policy. Product faults are assessed separately under the applicable warranty; this reporting window does not shorten warranty coverage or any non-excludable legal rights.

For a confirmed delivery issue, we will arrange an appropriate replacement, supply missing items, or provide a refund. We will arrange and pay reasonable return shipping or collection costs where a return is needed. Refunds include applicable original standard shipping charges attributable to the affected goods. If the entire order is refunded because of the confirmed issue, we will refund its original standard shipping charge.

4. Product Quality Issues

Kit-split products

New kit-split products are covered by our 90-Day Limited Store Warranty for qualifying material or manufacturing defects under normal use.

• If you report a covered defect within 30 calendar days after delivery or pickup, we will arrange a replacement or refund after assessment.
• If you report a covered defect on days 31–90, we will first arrange repair or replacement. If neither can be provided within a reasonable time, we will provide a refund.

Normal use does not prevent a valid warranty claim. Coverage, exclusions, assessment and shipping arrangements are explained in our Product Warranty Policy.

Products sold in original retail packaging

Products sold in original retail packaging are handled under the applicable manufacturer’s warranty terms, eligibility requirements and claim procedures. Contact the manufacturer or its designated service centre directly for product warranty claims. We will provide a copy of your purchase receipt on request.

The 90-day store warranty for kit-split products does not apply to products sold in original retail packaging. Shipping damage, incorrect goods and missing items should still be reported to us under Section 3. Nothing in this section excludes any obligation we have under applicable law.

5. How to Request a Return

1. Email info@costruction.ca or call +1 403-826-5858 with your order number, item and reason for the request. Include relevant photos where reasonably available.
2. Wait for our return instructions before sending or dropping off goods. We will confirm the location and arrangements. Our response time will not make an otherwise timely request late.
3. Package the goods securely and follow the instructions provided. Keep proof of shipment and tracking information.

For change-of-mind returns, you pay return shipping and any collection costs agreed before collection. For confirmed delivery issues or covered store-warranty defects, we arrange and pay reasonable return costs. Manufacturer-warranty shipping is governed by the manufacturer’s terms.

6. Refunds

We will notify you after inspecting returned goods or completing an assessment where a return is not required. If a request is declined, we will explain the reason and discuss the next steps before incurring additional charges.

Approved refunds are initiated within 5–10 business days after inspection or approval, unless applicable law requires an earlier refund. Card refunds are issued through the original payment transaction. Interac e-Transfer refunds are arranged securely with the purchaser. Your payment provider may take additional time to display the funds.

For change-of-mind returns, original shipping charges are not refunded. We do not deduct an undisclosed restocking fee or retroactively deduct a notional outbound shipping charge for goods originally shipped free. Any agreed return collection charge is disclosed before collection is arranged.

7. Order Cancellations

For ordinary in-stock goods, contact us promptly to request cancellation before dispatch or pickup. We will confirm whether dispatch can still be stopped. If successfully cancelled, payment for the cancelled goods and unincurred shipping charges will be refunded. After dispatch, change-of-mind requests follow the return process.

For custom, made-to-order and special-order goods, once procurement or production has begun, voluntary change-of-mind cancellation is generally not accepted. If the supplier permits cancellation or production can be stopped, we may agree to cancel. Any deduction is limited to charges disclosed before purchase that have actually been incurred and cannot reasonably be recovered; we will explain the calculation and refund the remaining amount. No undisclosed cancellation fee is imposed. If we cannot supply the agreed goods, we will arrange a refund or an alternative you expressly accept. Statutory cancellation rights remain unaffected.

8. Exchanges

For a change-of-mind exchange, request a return under this policy and place a new order. For defective, damaged or incorrectly supplied goods, contact the party identified above before making a second purchase so the appropriate remedy can be arranged.

9. Your Legal Rights

Nothing in this policy limits or excludes rights, warranties, remedies or seller obligations that cannot lawfully be excluded. Where applicable law requires a different remedy, cancellation process, refund amount or deadline, those requirements prevail.

10. Contact

Costruction Supply
Calgary, Alberta, Canada
Email: info@costruction.ca
Phone: +1 403-826-5858

Contact us for the correct return location before sending goods.