Refund policy

Returns, Refunds & Cancellations

Caspio — Wholesale Plumbing Supplies

At Caspio, we aim to supply the correct products and quantities for every order. We review all orders before fulfillment and ask customers to confirm product specifications, sizes and quantities before purchasing.

1. Returns of Standard Products

Returns of standard stocked products are considered on a case-by-case basis and require prior written authorization from Caspio.

To be considered for a discretionary return, products must be unused, uninstalled, unaltered, in resalable condition and in their original packaging, with proof of purchase.

Do not return products without receiving written approval and return instructions from Caspio. Unauthorized returns may be refused.

2. Special Orders and Custom Products

Products specially sourced, custom-ordered, modified or procured specifically for a customer's requirements are non-returnable and non-cancellable once the special order has been confirmed and procurement has begun, except where required by applicable law.

Any additional return restrictions for special orders will be communicated when the order is reviewed or quoted.

3. Damaged, Defective or Incorrect Products

Please inspect your shipment promptly upon delivery.

If products arrive damaged, defective or different from what was ordered, contact orders@caspioltd.com as soon as reasonably possible. Include your order number, the affected product details and photographs of the products and packaging where available.

Please retain the products and original packaging until we provide further instructions. Do not install or use a product you believe to be defective or incorrect.

Caspio will review the issue and coordinate an appropriate resolution, which may include replacement, correction, return or refund, as appropriate and in accordance with applicable law.

4. Restocking Fees and Return Shipping

Approved discretionary returns may be subject to restocking charges and return transportation costs.

Any applicable restocking charges will be communicated before the return is authorized. Customers are responsible for return shipping on discretionary returns.

Original shipping charges are non-refundable for discretionary returns. Where a return arises from an error by Caspio, or where applicable law requires otherwise, the allocation of return costs and available remedies will be handled accordingly.

5. Order Cancellations

To request cancellation, contact orders@caspioltd.com as soon as possible and provide your order number.

Orders may be cancelled before they are released for fulfillment or committed to special procurement, subject to the order's circumstances and applicable law. Once supplier procurement, special ordering or fulfillment has begun, cancellation may not be possible or may involve costs disclosed for your approval where applicable.

If Caspio identifies additional rural, remote or special-access freight charges after checkout and you decline those charges, you may cancel the unfulfilled order and receive a refund, as described in our Shipping & Delivery Policy.

6. Refund Processing

Once an eligible refund has been approved, Caspio will process it to the original payment method where possible. The time required for funds to appear depends on the payment provider and financial institution.

For discretionary returns, refunds may be adjusted for approved restocking fees, applicable return shipping charges or other amounts agreed before authorization.

7. Applicable Legal Rights

Nothing in this policy limits or excludes any refund, replacement, cancellation, warranty or other rights that cannot lawfully be restricted under applicable Canadian federal or provincial law.