Refund policy

Return & Refund Policy

Last Updated: December 1, 2025

At GD Building Supply, we want you to be delighted with your purchase. If you are not entirely satisfied, we are here to help and ensure a fair and secure process for both parties.

1. Return Eligibility & Timeline

You have 30 days from the date of delivery or pickup to request a return. To qualify for a refund, the product must meet the following strict criteria:

  • Condition: The item must be unused, clean, unaltered, and in its original, resalable condition.
  • Packaging: Items must be in their original, unblemished packaging with all labels, manuals, parts, and accessories included.
  • Flooring & Tile: We only accept returns on full, unopened boxes. Loose or opened tiles are not eligible for return.
  • Proof of Purchase: A valid receipt, order number, or invoice is required.

2. Return Authorization (For Mailed Returns)

If you are shipping the item back to us, you must obtain approval first. Returns mailed without a Return Merchandise Authorization (RMA) number may be refused.

  1. Please request a Return: Email us at info@gdbuildingsupply.com with your order number and reason for return.
  2. Receive Instructions: We will review your request and provide an RMA number.
  3. Ship It Back: Clearly mark the RMA number on the shipping label (do not write directly on the product box).
    • Mailed Return Address: 3447 Kennedy Road, Unit 7, Scarborough, ON M1V 3S1

(Note: If you are returning the item in person to one of our stores, you do not need to email us for an RMA number; bring your receipt.)

3. Restocking Fees

We strive to keep returns simple. However, due to the labour, heavy equipment, and warehouse space required to handle large building materials, the following fee structure applies regardless of whether the item is shipped back or returned in-store:

  • Standard / Small Items: No Restocking Fee (0%).
    • Includes: Faucets, hardware, tools, accessories, and small parcels.
  • Heavy & Oversized Items: 15% Restocking Fee.
    • Includes: Flooring, tiles, vanities, doors, bathtubs, shower glass, and cabinetry.
  • Special-Order / Custom Items: Up to 25% Restocking Fee (if returnable).
  • Refused Shipments: If a heavy/oversized shipment is refused upon delivery for any reason other than visible damage, the customer is responsible for shipping costs both ways (outbound and return) plus the applicable 15% restocking fee.

4. Return Shipping Costs

  • Customer Responsibility: You are responsible for all return shipping costs. Shipping fees paid on the original order are non-refundable.
  • Our Responsibility: If the return is due to our error (incorrect item sent) or a confirmed manufacturer defect, we will provide a prepaid return label.
  • Transit Liability: We strongly recommend using a trackable shipping service with insurance. GD Building Supply is not responsible for returns lost or damaged in transit.

5. Damaged, Defective, or Shorted Items

Please inspect your shipment immediately upon arrival.

  • Visible Freight Damage: If a pallet or box arrives visibly damaged, you must note the damage on the delivery receipt/Bill of Lading before the driver leaves. If you sign for the package without noting damage, the carrier may deny liability.
  • Reporting Window:
    • Visible Damage: Must be reported within 48 hours of delivery.
    • Concealed Damage/Defects: Must be reported within 15 days of delivery.
  • How to File a Claim: Email info@gdbuildingsupply.com with photos/video clearly showing the damage, the packaging, and the shipping label.

6. Order Cancellations

  • Before Shipment: Orders cancelled before the item has shipped will be refunded in full.
  • After Shipment: If the item has already left our warehouse, the order cannot be cancelled. It will be treated as a standard return (subject to shipping costs and applicable restocking fees).

7. Non-Returnable Items

The following items are Final Sale and ineligible for return:

  • Custom-made, special-order, or made-to-measure products.
  • Clearance, "As-Is," or Final Sale items.
  • Opened liquids, powders, hazardous materials, or adhesives (e.g., grout, mortar, glue).
  • Items that have been installed or altered (e.g., cut tiles, painted wood, installed vanities).
  • Gift cards.

8. In-Store Returns (Any Location)

For your convenience, items purchased online or in-store may be returned to any GD Building Supply location.

  • Requirements: You must present your original receipt or proof of purchase.
  • Policy: All standard return conditions apply. Items must be in original condition, and applicable restocking fees for heavy/oversized items will be deducted from your refund at the counter.

9. Refund Processing Timeline

  • In-Store: Returns processed in-store are initiated immediately, but may take 2-5 business days to appear on your credit card statement, depending on your bank.
  • Mailed Returns: Once received at our warehouse:
    1. Inspection (2–3 business days): We verify the item's condition.
    2. Refund Issuance (4–5 business days): Refunds are applied to the original payment method only.

If more than 15 business days have passed since your return arrived and you have not received a notification, please get in touch with us.