Refund policy

Return Policy for Portedoor.ca

At Portedoor.ca, we take pride in creating high-quality, custom-made interior doors and accessories. Since much of our products are made to your specific preferences, we kindly ask that you carefully review our return policy before making a purchase.

Claim Period for Quantity, Completeness, and Quality

In the event of a manufacturing defect, discrepancy with the invoice, or incomplete order, you must notify us within 10 days of receiving your order, in compliance with Canadian consumer protection laws (Opération Consommateur).

Review of Claims

All reported defects or discrepancies with the invoice will be thoroughly investigated. If a defect is confirmed, we will offer one of the following solutions:

Full or partial refund, depending on the situation.
Free replacement of the product.

Return and Exchange Policy

Returns or exchanges are only possible under the following conditions:

The product has obvious manufacturing defects.
The product was not custom-made.
The product shows no signs of installation.
The product is free from physical damage.
The product is in its original packaging.

Order Cancellation, Replacement, and Refund

For stock products:

Order cancellation before delivery: The customer is entitled to a full refund if the seller has not incurred any costs related to delivery or other commitments to third parties (e.g., transport company prepayments, custom packaging). If such costs were incurred, the refund will be issued minus these expenses.
Order cancellation after delivery: The customer can cancel the order within 30 days of receiving it. However, a refund will only be issued after the product has been returned to the seller’s warehouse. All return shipping costs are borne by the customer.
Replacement by customer request: If the customer requests a replacement, they are responsible for all transportation costs, unless the replacement is due to a manufacturing defect.

For custom-made products:

Order cancellation before production begins: The customer is entitled to a full refund if production has not started and the seller has not incurred any costs related to delivery or other third-party commitments. Otherwise, the refund will be issued minus these expenses.
Order cancellation after production begins: Once production has started, a refund is not possible.
Refunds for defects: Refunds are only possible in the case of obvious manufacturing defects, and claims must be submitted within 10 days of receiving the product.

Damaged Products During Delivery

If your product was damaged during delivery, you must notify us within 24 hours of receipt, providing photos of the damage and packaging. We will review your case and provide a resolution.

Undelivered Orders

In the event that an order is not delivered due to the fault of the delivery company, please contact us, and we will begin an investigation. If the order is deemed lost, we will offer you a full refund or a replacement product.

Policy Changes

We reserve the right to modify this policy at any time. However, changes will not apply to orders placed before the changes take effect.

Legal Compliance

Our return and exchange policy complies with Canadian consumer protection laws, including the Consumer Protection Act.