Return Policy

Online Orders

Sign in, go to Profile → Order History, open the order and choose Request Refund. Select the items, the quantity and the reason. We review the request and send you the return instructions.

In-Store Purchases

Bring the items with your receipt to our counter at 110 West Beaver Creek Rd Unit 16, Richmond Hill, during store hours.

Contact Us First

Please contact us before sending anything back. Items returned without our instructions may be refused or delayed.

Return Eligibility

To be eligible for return, products must generally be: returned within fourteen (14) days of purchase (or delivery for shipped orders); new, unused, uninstalled, unaltered, unmodified, and undamaged; in original packaging with all labels, manuals, parts, accessories, and documentation; suitable for resale, as determined after inspection; and accompanied by proof of purchase.

Restocking Fee

A 10% restocking fee may be deducted from refunds for standard eligible returns. Additional charges may apply if products require repackaging, special handling, freight return, supplier return fees, or inspection.

Return Authorization

You must contact Mekco Supply before returning products. We may require a return authorization, return instructions, photos, or other information before accepting a return. Unauthorized returns may be refused or delayed.

Return Shipping

Unless the return is due to our error or an approved defective product claim, you are responsible for return shipping, freight, insurance, and safe packaging. Shipping and delivery fees are generally non-refundable unless required by law or unless the return is due to our error.

Refund Method

Refunds are issued after the returned product is received and inspected. Refunds are usually issued to the original payment method or, for approved commercial accounts, as an account credit. Processing times may vary depending on payment processor, bank, and account type.

Special & Custom Orders

Special-order, non-stock, supplier-direct, made-to-order, or custom products.

Cut-to-Length Products

Custom-cut pipe, tubing, hose, wire, or other cut-to-length products.

Clearance & Final Sale

Clearance, final-sale, discontinued, open-box, or liquidation items.

Used or Altered Products

Used, installed, altered, modified, repaired, rebuilt, reconditioned, damaged, or contaminated products, or products missing original packaging, labels, parts, accessories, or documentation.

Opened Sealed Items

Opened factory-sealed items where packaging integrity is important, including opened electrical, electronic, safety, testing, chemical, sanitary, or regulated products. Toilets, toilet seats, bidets, washlets, or similar sanitary products that have been opened, installed, or used are not returnable.

Damage from Misuse

Products damaged by improper storage, freezing, moisture, heat, misuse, abuse, incorrect installation, or failure to follow manufacturer instructions; products returned after the return period; and any product identified as non-returnable at the time of sale, quote, invoice, or product listing.

★ Symbol on Receipts and Invoices

A star (★) printed in front of a line item on any Mekco Supply receipt, invoice, POS sales slip, online order, or quote indicates that the item is non-refundable. Non-refundable means the sale is final — no returns, exchanges, refunds, or store credit will be issued for that item, regardless of the 14-day return window. The star is shown on both the printed receipt and on the live Point-of-Sale screen at time of purchase so customers can confirm with staff before paying.

Reporting Defects

If you believe a product is defective, incorrect, or missing parts, please contact Mekco Supply promptly with order details, photos, and a description of the issue.

Remedies

For defective or incorrect products reported within fourteen (14) days, we may, depending on the circumstances and manufacturer requirements, offer inspection, exchange, replacement, refund, account credit, or assistance with a manufacturer claim.

Inspection & Testing

Products alleged to be defective may be subject to inspection, testing, and manufacturer review. If a product is found not to be defective, or if the defect was caused by misuse, incorrect installation, improper storage, freezing, modification, unauthorized repair, abuse, or failure to follow instructions, the claim may be denied and additional shipping or handling charges may apply.

Missing Parts

Missing parts are often supplied directly by the manufacturer. We may assist with manufacturer contact information or coordination where practical.