Refund policy
Return Policy
- Returns accepted for 30 days
Please do not return any products to the store. We cannot except your items.
Please do not call the store for return information as this is a division that does not involve any of our in store staff, all that our staff can do is provide you with the e-mail address for returns, which is: direct@wilsonshomestore.ca
If you need to return it, please email us at: direct@wilsonshomestore.ca along with full details along with your order number.
If it is our fault, a full refund will be provided. If it is something you just want to return with nothing wrong with the item, we do not refund original shipping charges. You are responsible for paying your own shipping costs for returning any item. Once we’ve received the returned item, we will then process your refund, excluding return shipping costs, to your original method of payment. Please note that all refunds are processed within 3-7 business days.
Please keep in mind that all returns must be unused, unwashed, and undamaged and all packaging, labels, and tags must remain intact. The item must be in a resalable and new condition.
Clearance items, and any items marked as "final sale" are not eligible for refunds, exchanges, or returns. All sales are final.
Order Cancellation Before Shipment:
If you need to cancel your order, you must cancel within 24 hours to receive a full refund, please contact our customer service at: direct@wilsonshomestore.ca
Defective Item:
If you feel you have received a faulty or defective product, we want to quickly correct the problem. Once the item has been returned and tested and if found to be defective, we may offer you a free-of-charge return shipping label. If the item is not found defective a refund will not be provided.
Received the Wrong Item:
You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label.
Item Damaged During Transit:
In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and get in touch with us at: direct@wilsonshomestore.ca We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or videos of the defective product.
Missing or Lost Item:
If you suspect your package is missing or lost, please email our customer service team at: direct@wilsonshomestore.ca with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. The process will take 7 days until a formal confirmation can be received from the shipping company.
Our Guarantee & Warranty
We want our customers to be satisfied with our products and services. Your complete satisfaction is important to us. If you are not satisfied or need any help regarding our products, the first thing that you need to do is to contact us via email
direct@wilsonshomestore.ca.
We offer a 90-day warranty.
We have built our reputation by offering customers the best products at the best prices. Every purchase you make is 100% guaranteed. When you order from us, we guarantee all items before shipment are brand new and have been checked carefully. If your item breaks down within 90 days from the date of purchase, we'll provide an exchange or refund. We guarantee that we will do our best to resolve your issue as quickly and thoroughly as we can. We want you to be a lifelong customer.
*Heat Pumps are protected with 8-year warranty for the compressor and 5 years for parts.
We guarantee you a quick response:
We understand our customers want to hear from us as soon as possible. You don't want to wait days for our responses. We will answer your inquiries quickly within two business days.
We guarantee your privacy will be respected:
We will not distribute your email address, receipt information or any other personal information to others. We will always treat you with respect and we value your privacy.