Warranty Policy
At Canadian Outdoor Structures, we want you to feel confident about the products you purchase from us. Outdoor structures are a significant investment, and if something goes wrong, we’ll do our best to help you understand the warranty and guide you through the claim process.
Because our products may come from different manufacturers, warranty coverage can vary by product, brand and component. The warranty information shown on the product page or included with your product will apply to your purchase.
Manufacturer Warranty Coverage
Many products sold by Canadian Outdoor Structures include a limited warranty from the manufacturer.
Depending on the product, the warranty may cover defects in materials or workmanship during normal use. Different parts of the same structure may have different warranty periods, so we recommend keeping your:
- Order confirmation
- Product manual
- Warranty documents
- Model and serial numbers
- Installation records
Canadian Outdoor Structures does not provide an additional store warranty unless one is clearly stated on the product page or in your order confirmation.
How We Help
We understand that dealing with a warranty claim can feel complicated. When you contact us, we’ll help gather the required information and submit or coordinate the claim with the manufacturer when appropriate.
The manufacturer will normally make the final decision about whether an issue qualifies for warranty coverage and what remedy is available.
Starting a Warranty Claim
To begin a claim, contact us at:
Email: contact@canadianoutdoorstructures.ca
Phone: (866) 738-9820
Please provide as much of the following information as possible:
- Your full name
- Your order number
- The product name and model
- The date you first noticed the issue
- A description of what happened
- Clear photographs or videos of the affected area
- Photos showing the complete structure and installation
- The serial number, if applicable
- Any relevant installation or maintenance information
Providing complete information helps us review your request more quickly.
What Happens After You Contact Us
We’ll review the information you provide and may ask for additional photos, measurements, videos or installation details.
Your claim may then be forwarded to the manufacturer for assessment. In some cases, the manufacturer may request more documentation or an inspection before making a decision.
Please do not throw away, repair, modify, dismantle or return the affected product or part unless you have been instructed to do so. Making unauthorized changes may affect warranty eligibility.
Possible Warranty Solutions
Depending on the product, the issue and the applicable warranty, an approved claim may result in:
- Replacement parts
- Repair of the affected component
- Replacement of the affected product
- Another appropriate solution
A full refund or complete product replacement is not automatically provided for every warranty claim. The available solution will depend on the nature of the issue, the manufacturer’s warranty terms and applicable consumer law.
Labour and Installation Expenses
Unless the manufacturer’s warranty specifically says otherwise, warranty coverage may not include costs related to:
- Assembly or installation labour
- Product removal or disassembly
- Reinstallation
- Site or foundation preparation
- Contractor fees
- Equipment rentals
- Disposal
- Travel or service calls
Please do not hire a contractor or approve repairs expecting reimbursement unless written approval has been provided in advance.
What May Not Be Covered
Warranty exclusions vary by manufacturer. Depending on the applicable warranty, coverage may not apply to issues caused by:
- Normal wear and tear
- Natural fading, weathering or cosmetic changes
- Improper assembly or installation
- An unsuitable or improperly prepared foundation
- Incorrect anchoring
- Failure to follow the product manual
- Lack of required maintenance
- Misuse, neglect, accidents or impact damage
- Unauthorized repairs or modifications
- Use of incompatible parts or accessories
- Commercial use of a residential product
- Fire, flooding, falling objects or similar outside events
- Severe weather beyond the product’s published ratings
- Excessive snow, wind or other loads
- Corrosion caused by salt, chemicals or improper maintenance
- Movement or failure of the installation surface
- Minor cosmetic differences that do not affect normal use
The manufacturer’s specific warranty terms will apply, subject to Canadian consumer-protection laws.
Installation and Maintenance
Proper installation and maintenance are important for both safety and warranty coverage.
Products should be assembled, anchored, used and maintained according to the manufacturer’s instructions. Customers are responsible for reviewing the product specifications and confirming that the structure is appropriate for their property and local conditions.
Before installation, you may also need to verify:
- Building-permit requirements
- Local zoning rules
- Property setbacks
- Foundation requirements
- Wind and snow-load requirements
- Applicable building codes
Requirements vary by municipality and province.
Shipping Damage and Missing Parts
Damage that happens during delivery is usually handled as a shipping claim rather than a warranty claim.
Please inspect your shipment when it arrives and report visible damage, missing packages or incorrect items as soon as possible under our Shipping Policy.
When reporting shipping damage or missing parts, include photos of:
- The packaging
- The shipping labels
- The complete shipment
- The damaged area
- The relevant part number from the product manual
Replacement Parts
Approved replacement parts may be shipped by the manufacturer, supplier or Canadian Outdoor Structures.
Delivery times depend on the part’s availability, the manufacturer and your location. We will share available updates, but we cannot guarantee a specific delivery date unless it has been confirmed in writing.
Any shipping charges for replacement parts will be handled according to the applicable warranty and consumer law.
Warranty Transfer
Some manufacturer warranties apply only to the original purchaser and may not transfer if the product or property is sold.
Please review the specific warranty included with your product for transferability details.
Your Consumer Rights
This policy and any manufacturer warranty are provided in addition to your rights under applicable Canadian federal, provincial and territorial consumer-protection laws.
Nothing in this policy is intended to remove, limit or replace any legal rights or remedies that cannot lawfully be excluded.
Contact Us
Questions about a product warranty or an existing claim can be directed to:
Canadian Outdoor Structures
Operated by CITY CLEAR VIEW INC.
Email: contact@canadianoutdoorstructures.ca
Phone: (866) 738-9820
