Our Promise to You
At First Pro Home Reno Supplies, we're committed to providing quality products that help you complete your renovation projects with confidence. We understand that sometimes things don't go as planned, which is why we've designed our return and exchange policies to be straightforward and fair.
Return Policy Highlights
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30-Day Return Window: for most unused, unopened items in original packaging
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Hassle-Free Process: with proof of purchase
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Flexible Return Options: for both in-store and online purchases
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Special Considerations: for contractors and bulk purchases
In-Store Purchase Returns
What Can Be Returned
- Most new, unopened merchandise in original packaging
- Items with all parts, accessories, and documentation intact
- Products that meet the category-specific conditions outlined below
Return Process
- Bring the item(s) to our customer service desk during regular business hours
- Present your original receipt, invoice, or proof of purchase
- Our team will inspect the item and process your return
- Refunds will be issued in the original payment method (credit returns to original card, cash returns as cash)
Without a Receipt
- Returns without a receipt may be eligible for store credit at current selling price
- Valid government-issued photo ID required
- We reserve the right to limit non-receipted returns
Online Purchase Returns
Return Options
Online Return Process
- Email customerservice@firstprohomerenosupplies.ca with your order number and return request
- Receive a Return Authorization Number (required for all returns)
- Package items securely in original packaging
- Include your Return Authorization Number with your return
- Ship to the address provided in your return authorization email
Online Return Refunds
- Refunds will be processed within 3-5 business days after receiving your return
- Original shipping fees are non-refundable unless the return is due to our error
- Return shipping costs are the customer's responsibility except for damaged or defective items
Product Category Policies
Building Materials
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Lumber & Sheet Goods
- Full unopened units only
- Must be in sellable condition with no damage
- Returns must be made within 14 days
- Cut lumber is non-returnable
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Drywall, Insulation & Concrete Products
- Unopened packages only
- No returns on broken bags/bundles
- Must be in clean, resalable condition
- 14-day return window
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Doors & Windows
- Stock sizes only, in original packaging
- Special order doors and windows are non-returnable
- 30-day return window
- Must be free of installation attempts
Flooring & Tile
- Unopened, complete boxes only
- Return entire job lot at once (partial returns not accepted)
- 14-day return window
- 15% restocking fee may apply
- We recommend purchasing 10% extra for your project
Paint & Finishing Products
- Unopened, sealed containers only
- Custom-tinted paints are non-returnable
- 30-day return window for standard products
- Proof of purchase required
Plumbing & Electrical
- Complete with all components and original packaging
- No returns on cut wire, pipe, or chain
- 30-day return window
- Special order items may have different terms
Tools & Hardware
- Must be in original packaging, unused
- All accessories and manuals included
- 30-day return window
- Proof of purchase required
Appliances
- Unopened in original packaging
- 14-day return window
- Delivery fee non-refundable
- Manufacturer defects handled through warranty service
Non-Returnable Items
- Custom-cut materials
- Special order items
- Items marked as "Final Sale" or "Clearance"
- Used or installed products
- Products without original packaging
- Items damaged by customer after purchase
- Gift cards
Defective or Damaged Products
Items Damaged Upon Delivery
- Inspect all deliveries before signing
- Note any damage on delivery receipt
- Contact us within 48 hours with photos of damage
- We'll arrange replacement or refund
Manufacturer Defects
- Within return period: return to store for exchange or refund
- After return period: we'll help you contact manufacturer for warranty service
- Bring product, proof of purchase, and all original packaging
Contractor & Trade Pro Program
For Registered Contractors
- Volume purchase returns require pre-approval
- Submit return requests within 30 days of purchase
- Credit applied to contractor account
- Dedicated returns process through your account manager
- Special orders require 50% non-refundable deposit
Job Site Returns
- Returns must be brought back to store
- Materials must be in resalable condition
- Delivery fees for returns are the contractor's responsibility
Exchanges
- Exchanges for equal or lesser value processed as returns/new purchases
- For exchanges of higher value, you'll pay the difference
- Same condition requirements as returns apply
- Original proof of purchase required
Price Adjustment Policy
- If an item you purchased goes on sale within 14 days, we'll refund the difference
- Original receipt required
- One price adjustment per item
- Does not apply to clearance items, special orders, or competitor pricing
Price Matching
- We match local competitors' current advertised prices on identical, in-stock items
- Competitor must be within 25km of our store
- Proof of current advertisement required
- Excludes special orders, clearance, liquidation, and limited quantity offers
- Online-only retailers excluded
Delivery Information
Delivery Fees
Delivery Guidelines
- Deliveries scheduled Monday-Saturday between 7am-7pm
- Specific time windows cannot be guaranteed
- You'll receive a call approximately 30 minutes before delivery
- Someone 18+ must be present to accept delivery
- We deliver to ground level/first entrance only
- Additional fees apply for special handling or difficult access
Rescheduled Deliveries
- 24-hour notice required to reschedule
- Rescheduling fee may apply
Installation Services
- For information about our professional installation services and related guarantees, please visit our Installation Services page or speak with an associate.
Contact Information
If you have questions about returns or policies:
We reserve the right to modify these policies at any time. Last updated: February 26, 2025.
