Refund and Returns Policy
Last Updated: September 21, 2026
At North Shore Plumbing & Heating, we are committed to providing dependable service, clear communication, and fair solutions when concerns arise. This policy explains how we handle service concerns, cancellations, deposits, product returns, and refunds.
This policy applies to services and products purchased directly from North Shore Plumbing & Heating, including plumbing repairs, drainage services, water heating, boilers, maintenance, and installations. Please read it together with your written estimate, service agreement, and applicable warranty documents.
Nothing in this policy limits any rights or remedies you have under applicable British Columbia or Canadian law. Where a legal requirement conflicts with this policy, the legal requirement takes priority. BC Laws
Service Concerns and Refund Requests
Please contact us promptly if you have a concern about work we have completed. Providing your invoice number, service address, and a description of the issue will help us investigate.
Where appropriate, we will arrange an inspection and discuss a suitable resolution. Depending on the circumstances, this may include corrective work, a repair, a replacement, a price adjustment, or a partial or full refund.
We ask for a reasonable opportunity to assess and address the concern where practical. This does not prevent you from taking reasonable steps to protect people or property in an emergency or from exercising your legal rights.
Service Calls, Diagnostics, and Completed Work
Fees for service calls, diagnostic inspections, maintenance, and labour properly completed as agreed are generally not refundable solely because you decide not to proceed with a recommended repair or replacement.
A diagnostic appointment may identify the need for additional parts, further investigation, or replacement equipment. Unless your agreement states otherwise, the diagnostic fee covers the agreed assessment rather than a guarantee that a repair will be completed during the same visit.
These terms do not exclude refunds or other remedies where services were not provided as agreed, work was defective, charges were incorrect, or a remedy is otherwise required by law.
Appointment Cancellations and Deposits
Please contact our office as soon as possible if you need to cancel or reschedule an appointment.
Any cancellation or missed-appointment charge must have been disclosed and agreed to before booking and must be permitted by applicable law. This policy does not introduce an automatic cancellation fee.
Deposits are applied toward the agreed price of your project. A deposit is not automatically forfeited simply because you cancel.
For a change-of-mind cancellation, any amount retained from a deposit must be reasonable, documented, permitted by your agreement, and lawful. Depending on your agreement, this may include authorised work already completed, non-recoverable costs for equipment ordered specifically for your project, or previously disclosed third-party charges.
We will explain any deductions and refund the remaining balance due. Where you exercise a statutory cancellation right, the statutory refund rules apply instead of our ordinary change-of-mind terms. Consumer Protection BC
If we cancel a project and cannot provide the agreed goods or services, we will refund payments for goods or services not supplied, without limiting any additional rights you may have.
Returns of Unused Products
Unless your written agreement provides a specific return entitlement, we do not offer an automatic change-of-mind return period. Requests to return unused products are reviewed individually.
For a discretionary return to be considered, the product must have been purchased directly from us and normally must be unused, uninstalled, undamaged, and complete with its original packaging, accessories, and documentation. Please provide an invoice, receipt, or other reasonable proof of purchase.
Contact our office before returning a product so we can confirm eligibility and provide return instructions.
Any restocking, shipping, or collection charge must have been disclosed and agreed to before purchase and must be permitted by law. We will confirm the applicable amount before you proceed with an approved discretionary return.
These conditions apply to change-of-mind returns, not to remedies you may have for faulty, misdescribed, or otherwise non-conforming products. Consumer Protection BC
Installed Equipment and Special Orders
Installed equipment, used products, custom-fabricated materials, cut-to-length materials, and special-order items are generally not eligible for a change-of-mind return.
Any special-order restrictions will be disclosed before you approve the order. Where a supplier permits cancellation or return, we will explain the available options and any previously agreed, lawful charges.
An item being installed or specially ordered does not remove applicable warranty coverage or legal remedies for defects, incorrect supply, or failure to meet the agreed specifications.
Please contact us to arrange an assessment of installed equipment rather than removing or disconnecting it yourself.
Defective Products and Warranty Claims
Please notify us promptly if a product we supplied appears defective, arrives damaged, or does not match your order.
We will review the concern and help arrange the appropriate assessment, repair, replacement, or refund, taking account of the circumstances, applicable warranties, and your legal rights. A manufacturer’s warranty process does not replace any obligations we have directly to you.
New installations include a one-year labour warranty, consistent with our published installation coverage. Any longer coverage expressly provided in your written agreement will be honoured. Manufacturer warranty coverage depends on the equipment and its applicable terms. North Shore Plumbing & Heating
Warranty documents explain the scope of contractual coverage. Your rights under applicable law may continue beyond an express warranty period. BC Laws
Refund Processing
Once a discretionary refund is approved, we will confirm the amount and expected processing date in writing.
Refunds will normally be issued through the original payment method. Where this is not possible, we will arrange an appropriate alternative with the original payer. We will provide confirmation when the refund has been issued.
For a cancellation covered by BC consumer-contract law, we will meet the applicable statutory deadline. Covered cancellations generally require a refund within 15 calendar days after cancellation notice or, where the law permits the deadline to run from the return of goods, after those goods are returned. A statutory refund does not depend on discretionary approval. BC Laws
Where the law requires us to pay return costs, we will do so. We will not substitute a service credit for a legally required monetary refund without your agreement and where permitted by law.
How to Request Assistance
Contact our office and provide:
- Your name, contact information, and service address.
- Your invoice or estimate number and the date of service or purchase, if available.
- A description of your concern or requested cancellation, with relevant photos or supporting documents where helpful.
These details help us locate your records; they do not add conditions to a valid statutory cancellation notice.
We will review your request, explain any further information needed, and communicate the proposed next steps. You do not need our approval to give a cancellation notice where you have a legal right to cancel.
Changes to This Policy
We may update this policy from time to time. The latest version will display its revision date at the top of this page.
Updates will not retrospectively reduce the rights or benefits agreed to for an existing purchase or service contract.
Contact Us
For questions about a service, cancellation, return, warranty concern, or refund, please contact:
North Shore Plumbing & Heating Phone: (604) 988-1840 Email: info@northshoreplumbingandheating.com
