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Refund policy

Return Policy

Last Updated: February 2026

At Vatero Bath + Kitchen, we stand behind every product we sell. If something isn't right, we'll make it right. Here's everything you need to know about returns, refunds, and exchanges.

30-Day Return Window

You have 30 days from the date of delivery or in-store pickup to initiate a return. After 30 days, we're unable to process returns or issue refunds.

What's Eligible

To qualify for a return, items must be:

  • Unused and uninstalled — never connected to water, gas, or electrical supply
  • In original condition — no scratches, dents, or modifications
  • In original packaging — including all accessories, hardware, manuals, and protective wrapping
  • Accompanied by proof of purchase — order confirmation email or receipt

What's Not Eligible

We cannot accept returns on the following:

  • Custom and special-order items — products made to your specifications or ordered specifically for you
  • Installed products — any item that has been mounted, plumbed, wired, or otherwise installed
  • Clearance and final-sale items — marked as non-returnable at the time of purchase
  • Rough-in valves and plumbing components — that have been connected to water supply
  • Products with hygiene considerations — items unsealed after delivery where return is not suitable for health or safety reasons
  • Items not in original condition — damaged, altered, or missing original packaging and components

How to Start a Return

Returns require prior authorization. Please do not ship anything back without contacting us first.

  1. Contact us — call (416) 282-8376 or email vatero@vatero.com with your order number, the item(s) you'd like to return, and the reason
  2. Get your Return Authorization (RA) — we'll review your request and, if approved, issue an RA number with return instructions
  3. Ship it back or drop it off — return the item using the provided instructions, or bring it to our Vaughan showroom

Items received without a valid RA number will not be processed.

Restocking Fee

A 15% restocking fee applies to all eligible returns. This covers the cost of inspection, repackaging, and restocking. The fee will be deducted from your refund amount.

Exceptions: No restocking fee is charged when the return is due to:

  • A defective or damaged product
  • An incorrect item shipped by Vatero
  • A product that doesn't match its description on our website

Return Shipping

  • Your responsibility — return shipping costs are the customer's responsibility for standard returns
  • On us — if the return is due to our error or a defective product, we'll cover return shipping
  • Pack it well — please ensure items are securely packaged to prevent damage in transit. We are not responsible for items damaged during return shipping

Refunds

Once we receive and inspect your return:

  • You'll receive an email notification confirming whether your refund has been approved
  • Approved refunds are processed within 14 days to your original payment method
  • Your bank or credit card company may take additional time to post the refund to your account
  • Restocking fees, if applicable, will be deducted from the refund amount

Damaged or Defective Items

Received something damaged or not working properly? We've got you covered.

  • Report within 48 hours of delivery — contact us with your order number and photos of the damage
  • We'll arrange a full replacement or refund at no additional cost to you, including return shipping
  • Inspect packages upon delivery — if packaging appears damaged when it arrives, note it on the delivery receipt and take photos before opening

Exchanges

We don't process direct exchanges. To swap an item:

  1. Initiate a return for the original product
  2. Place a new order for the item you want

This ensures you get your replacement as quickly as possible without waiting for the return to be processed.

In-Store Returns

Prefer to return in person? Bring the item to our showroom:

Vatero Bath + Kitchen 7700 Keele Street #6, Concord, ON L4K 2A1

Hours: Mon–Sat: 10:00 AM – 6:00 PM Sun: 11:00 AM – 4:00 PM

Please bring your receipt or order confirmation and the item in its original packaging.

Questions?

Our team is here to help with any return-related questions.

  • Phone: (416) 282-8376
  • Email: vatero@vatero.com
  • In Person: Visit our Vaughan showroom during business hours
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