Return Policy

Not sure yet? Ask before you buy.

The best return is the one you never need. Before you order, we'll help you get it right, free:

Fit check: text or email a photo of your bathroom wall and plumbing with your measurements. We'll confirm the size and drain position that works.
See it in person: visit our Richmond showroom by appointment to see the wood, finishes and quartz up close.
More photos: ask for extra photos or a video of any vanity, inside and out.

Call or text 778-994-4994 or email osama@orcasupply.com. If we don't think it's right for your space, we'll tell you.

Our return policy

You can return items within 3 days of delivery or pickup. They must be unused and uninstalled, in perfect condition, with all original packaging. A 25% restocking fee applies.

Items that have been installed, cut, modified or damaged after delivery can't be returned.

Vanities, quartz tops, mirrors and lighting

These are heavy, fragile and shipped assembled, and they rarely survive being repacked and re-shipped. That's why they come back to us in person:

Drop-off: bring the item to our Richmond, BC location by appointment, or
We pick it up (Lower Mainland only) for the same rate as delivery to your area, plus GST.
We don't accept courier or freight returns of vanities, quartz tops or mirrors.

Smaller items

Schluter products, faucets, valves, fittings and setting materials can be dropped off, or shipped back at your cost, packed securely in their original packaging. Opened bags of thinset, grout or leveller can't be returned.

Final sale

Custom, special-order and non-stocked items, including custom quartz tops and overhang cuts
Custom shower glass
Clearance and discounted items

Inspection and refunds

We inspect every return when it arrives, with you present if you drop it off.
If an item comes back scratched, chipped, dented or missing parts, we'll deduct the repair or replacement cost, or refuse the return.
Approved refunds, less the restocking fee and any delivery or pickup charges, go back to your original payment method after inspection.

Damaged, defective or missing items

This isn't a return. It's on us. Report it within 48 hours of delivery or pickup, before installation, to osama@orcasupply.com with photos. We'll repair, replace or refund it at no cost to you. See our Delivery Checklist for what to check.