We want you to be fully satisfied with your purchase. Here's how returns, damage claims, and warranty issues are handled.
Currently, we ship and sell exclusively within Canada.
1. Cancelling Before Shipment
If you cancel your order before it ships, it will be cancelled with no charge to you.
2. Cancelling After Shipment
If your order has just shipped, contact us right away — in some cases we can still intercept it with the courier before it's in transit.
Once an order is in transit and can no longer be intercepted, our 30-Day Satisfaction Guarantee applies: you may return the item for any reason within 30 days of delivery, for a full refund, as long as it is unused, unopened, and returned in its original condition and packaging. Return shipping is on us — you won't be charged a restocking fee or asked to cover shipping costs.
3. Damaged or Broken on Arrival
If an item arrives broken or damaged, we will replace it at no cost to you. Simply email us photos or video showing the damage within 48 hours of delivery so we can file a claim with the courier. You do not need to ship the damaged item back to us.
4. After the Item Has Been Installed or Unwrapped
- Not functioning properly: If a product fails to work as intended, this is treated as a warranty issue. We will arrange a replacement directly with the manufacturer on your behalf. If the manufacturer is unresponsive, we will step in to resolve it — we may ask you for documentation supporting the warranty claim (such as photos, video, or a description of the issue).
- Wrong size or fit due to customer error: If you unwrap or install an item and discover it's the wrong size or specification based on your own measurements, this is not eligible for return or replacement. Please double-check sizing and compatibility before installation.
- Wrong item shipped by us: If we sent you the wrong item, we will replace it at no cost to you.
- Installation or performance issues: If you've installed a product and it isn't working as expected, contact us — we have access to technical support who can help troubleshoot the issue over the phone before any replacement is needed.
How to Start a Return or Claim
Email us at prestigepartssource@gmail.com with the following:
- Your name and contact information
- Your order number
- The date you received your order
- Photos or video of the issue, if applicable (required for damage and warranty claims)
We'll review your request and guide you through the next steps.
This policy applies to purchases made directly through prestigewatersupply.com.