Return and Refund Policy

Canadian Outdoor Structures, operated by CITY CLEAR VIEW INC., is committed to providing clear and transparent return and refund terms. This policy applies to purchases delivered within Canada.

Please review this policy before completing your purchase. Due to the size, weight and specialized nature of many outdoor structures, return shipping and restocking costs can be significant.

Return Window

Eligible products may be returned within 30 calendar days after delivery.

To qualify, the return request must be submitted within the 30-day period. Requests received after 30 calendar days will not be accepted unless required by applicable law.

Return Eligibility

To qualify for a return, the product must be:

• New, unused and unassembled
• Not installed, anchored, modified or altered
• In its complete original packaging
• Packaged securely for freight transportation
• Accompanied by all parts, hardware, accessories, manuals and documentation
• Free from damage occurring after delivery
• Supported by valid proof of purchase

Products that do not meet all return conditions may be refused and returned to the customer at the customer’s expense.

Non-Returnable Products

The following products cannot be returned:

• Custom-made, made-to-order or specially configured products
• Products marked “Final Sale” or “Non-Returnable” on the product page
• Clearance and discontinued products
• Products that have been assembled, installed or anchored
• Products that have been used, modified or altered
• Products without their complete original packaging
• Products damaged after delivery
• Replacement parts ordered separately
• Products that cannot be safely prepared for return freight

Any product-specific return exception will be displayed on the applicable product page before purchase.

How to Request a Return

Before returning any product, contact:

Email: contact@canadianoutdoorstructures.ca

Include:

• Your full name
• Order number
• Product being returned
• Reason for the return
• Photographs showing the product and packaging
• Confirmation that the product remains unused and unassembled

Approved returns will receive return authorization and return instructions.

Do not ship a product back without written authorization. Unauthorized returns may be refused and may not qualify for a refund.

Products must be shipped to the return location provided in the written authorization. The original shipping location, manufacturer or warehouse should not be assumed to be the correct return address.

Return Shipping Costs

For returns resulting from buyer’s remorse, ordering the wrong product, changing your mind or another reason unrelated to our error:

• The customer is responsible for arranging and paying all return shipping or freight costs.
• The customer is responsible for ensuring the product is properly packaged and insured.
• The customer assumes responsibility for loss or damage occurring during return transportation.
• Original shipping, freight, delivery and special-service charges are non-refundable.

When an order was advertised with free or included shipping, the actual outbound shipping or freight cost paid to deliver the order will be deducted from the refund.

We recommend using a trackable and insured freight service. Large outdoor structures generally cannot be returned through standard parcel services.

Restocking Fee

Eligible customer-initiated returns are subject to a 25% restocking fee, calculated using the product’s purchase price before taxes.

The restocking fee does not apply when the return results from:

• An incorrect product shipped by Canadian Outdoor Structures
• Verified damage occurring before or during delivery
• A verified defect present when the product was delivered

Damaged Deliveries

Inspect the shipment, packaging and visible product components before accepting delivery whenever reasonably possible.

Visible damage should be:

1. Recorded on the carrier’s delivery receipt before signing.
2. Photographed clearly.
3. Reported to us within 24 hours after delivery.

For concealed damage discovered after opening the packaging, contact us within 48 hours of discovering the damage and provide photographs of:

• The exterior packaging
• Shipping labels
• The damaged product
• The affected components
• The product serial or model number, when applicable

Do not discard packaging, pallets, crates or damaged components until we provide instructions.

After reviewing the information, we may arrange replacement parts, replacement of the affected product or a refund, depending on the circumstances and product availability.

Failure to report freight damage promptly may affect our ability to submit a carrier claim but does not limit any rights that cannot legally be excluded.

Incorrect Products

Contact us promptly if the product delivered does not match the product ordered.

After verifying the error, Canadian Outdoor Structures will arrange an appropriate resolution. This may include:

• Providing the correct product
• Arranging return transportation
• Replacing the incorrect product
• Issuing a refund

Customers will not be charged return shipping or restocking fees for a verified shipping error caused by Canadian Outdoor Structures or its fulfillment partners.

Refused and Undeliverable Shipments

A shipment refused for reasons unrelated to verified damage or our shipping error will be treated as a customer-initiated return.

The following may be deducted from the refund:

• Outbound shipping or freight charges
• Return shipping or freight charges
• Carrier storage or redelivery charges
• The 25% restocking fee
• Additional costs caused by inaccurate delivery information, inaccessible delivery conditions or missed delivery appointments

Customers are responsible for providing an accurate address and ensuring the delivery location can safely accommodate the shipment.

Return Inspection

Returned products will be inspected after arrival.

Inspection generally includes verification that:

• The correct product was returned
• The product is unused and unassembled
• All original components are present
• The original packaging is complete
• No damage occurred after delivery or during return transportation

We will notify you whether the return has been approved or rejected.

If a return is rejected because it does not meet this policy, the customer will be responsible for any costs required to store, dispose of or ship the product back.

Refund Amount

For an approved customer-initiated return, the refund will be calculated as follows:

Product purchase price

minus the 25% restocking fee

minus any original outbound shipping or freight cost

minus any return shipping, storage, redelivery or related charges paid by Canadian Outdoor Structures

Any applicable taxes will be adjusted according to the final refunded amount and applicable law.

Refund Processing

Approved refunds will be issued to the original payment method.

Canadian Outdoor Structures will normally initiate the refund within 10 business days after the returned product has been received, inspected and approved.

Your bank, credit-card issuer or payment provider may require additional time to post the refund to your account.

We are unable to issue a refund to a different card, bank account or payment method.

Exchanges

Canadian Outdoor Structures does not process direct exchanges.

To purchase a different product, the original product must first be returned and approved under this policy. A separate order may then be placed for the replacement product.

Product availability and pricing are not guaranteed while a return is being processed.

Consumer Rights

This policy does not limit any rights or remedies that cannot legally be excluded under applicable Canadian consumer-protection law.

Contact Us

Questions and return requests should be sent to:

Canadian Outdoor Structures
Operated by CITY CLEAR VIEW INC.
Email: contact@canadianoutdoorstructures.ca
Phone: (833) 868-8366

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