Refund and Returns Policy

At AlinO, we are committed to providing high-quality shower, drainage, waterproofing, flooring, and installation products that meet the expectations of contractors, builders, architects, trade professionals, and homeowners.

We understand that circumstances may occasionally require a product to be returned or exchanged. This Return & Refund Policy explains when returns, refunds, and exchanges are available, the conditions that apply, and the process for requesting a return.

By placing an order through the AlinO website, you acknowledge and agree to the terms of this policy.

1. 30-Day Return Policy

AlinO accepts eligible product returns within 30 calendar days of delivery.

To qualify for a return:

  • The return request must be submitted within 30 days of delivery.
  • The product must be unused, uninstalled, and in its original condition.
  • The product must be returned in its original packaging, including all components, accessories, manuals, labels, and other materials supplied with the product.
  • The product must not have been altered, modified, cut, damaged, or exposed to installation materials.
  • Proof of purchase, such as an order confirmation, invoice, receipt, or other valid purchase documentation, must be provided.
  • The return must be approved by AlinO before the product is shipped back.

Products that have been installed, partially installed, modified, cut, bonded, tiled over, or otherwise incorporated into a construction project generally cannot be returned.

Do not ship a product to AlinO without receiving return authorization and return instructions first.

2. Return Authorization

All returns require prior authorization from AlinO.

To request a return, contact us at:

Email: customerservice@alino.com
Phone: (416) 922-5466

Our customer service team will review the request and may ask for:

  • Order number
  • Customer name and contact information
  • Product name or SKU
  • Date of purchase
  • Reason for return
  • Proof of purchase
  • Photographs of the product and packaging, where appropriate
  • Photographs of damage or defects, if applicable

If the return is approved, AlinO will provide instructions regarding the return shipment and the applicable return address.

Products sent to an unauthorized address or returned without prior authorization may be refused or may result in processing delays.

3. Products Eligible for Return

Generally, products may be returned when they meet all of the following requirements:

  1. The product was purchased directly through an authorized AlinO sales channel.
  2. The return request is made within 30 days of delivery.
  3. The product has not been installed or used.
  4. The product remains in its original condition.
  5. The original packaging and components are intact.
  6. The customer provides valid proof of purchase.
  7. The product is not otherwise excluded under this policy.

Because AlinO products are intended for construction and installation applications, customers should carefully verify product dimensions, compatibility, specifications, and quantity before installation.

4. Products That Cannot Be Returned

Certain products or circumstances may not qualify for a return.

Returns are generally not accepted for:

  • Products that have been installed or partially installed
  • Products that have been cut, modified, altered, drilled, bonded, glued, or otherwise changed
  • Products damaged during installation
  • Products damaged through misuse, improper handling, negligence, or improper storage
  • Products that are missing components or accessories for reasons unrelated to an AlinO error
  • Products returned without prior authorization
  • Products returned after the applicable 30-day return period
  • Products that are not in their original condition
  • Products purchased through an unauthorized seller or distributor
  • Custom-made, specially fabricated, or specially ordered products, unless otherwise agreed in writing
  • Products that cannot reasonably be resold because of their condition or packaging

Certain products may also be subject to product-specific return restrictions. Customers should contact AlinO before placing a return request if they are uncertain whether a product is eligible.

5. Sale, Clearance, and Promotional Items

Unless otherwise stated at the time of purchase, sale, clearance, promotional, or specially discounted products may be final sale and may not qualify for a refund or exchange.

If a particular promotion provides different return terms, the terms specifically stated for that promotion will apply.

6. Damaged Products Received in Shipment

Customers should inspect their shipment as soon as it is delivered.

If a product arrives visibly damaged, please:

  1. Photograph the shipping carton before opening it, where possible.
  2. Photograph the damaged product and packaging.
  3. Keep all original packaging and shipping materials.
  4. Contact AlinO as soon as possible.
  5. Provide the order number and photographs of the damage.

Where a product is confirmed to have been damaged during shipment and the claim is approved, AlinO may, at its discretion, provide a replacement product, replacement component, repair, or refund as appropriate.

Customers should not discard damaged products or packaging until AlinO has completed its review and provided further instructions.

7. Defective Products

If you believe a product has a manufacturing defect, contact AlinO before installing or modifying the product whenever reasonably possible.

Defective-product claims should include:

  • Order or invoice number
  • Product name and model/SKU
  • Description of the suspected defect
  • Date of purchase
  • Photographs or videos showing the issue
  • Photographs of product labels or identifying information, where applicable

A defective product is not necessarily subject to the standard 30-day return procedure. Certain defects may instead be handled under the applicable AlinO product warranty.

8. Incorrect Product or Missing Items

If you receive an incorrect product, an incorrect quantity, or a shipment missing an item or component, please contact AlinO as soon as possible.

Please provide:

  • Order number
  • Product received
  • Product ordered
  • Photographs of the product and packaging, where applicable
  • Description of the missing item or discrepancy

If the error is confirmed to have been caused by AlinO, we will work with you to provide the appropriate replacement, missing component, or other remedy.

9. Products Damaged After Delivery

AlinO is not generally responsible for damage that occurs after delivery as a result of:

  • Improper handling
  • Improper storage
  • Improper installation
  • Failure to follow installation instructions
  • Use of incompatible materials
  • Unauthorized modification
  • Cutting or alteration
  • Physical impact
  • Neglect or misuse
  • Failure to protect the product during construction

Customers should inspect products before installation.

Important: Products should not be installed if they show visible defects or damage. Installation of a product with a known or visible defect may affect applicable warranty rights.

10. Installed Products

Because AlinO products are incorporated into construction and renovation projects, installed products are generally not eligible for return simply because the customer has changed their mind, ordered the wrong size, or no longer requires the product.

Customers are strongly encouraged to verify:

  • Product dimensions
  • Drain configuration
  • Product compatibility
  • Quantity
  • Installation requirements
  • Project specifications
  • Local building requirements

before installation begins.

If you are unsure whether a product is suitable for your project, please contact AlinO or an authorized distributor before installation.

11. Refunds

If a return is approved, the refund will generally be issued to the original payment method used for the purchase.

The amount refunded may be affected by:

  • Applicable return shipping charges
  • Non-refundable original shipping charges
  • Damage or missing components
  • Reduced value resulting from use or improper handling
  • Other deductions permitted under this policy

AlinO will not issue a refund for products that do not meet the requirements for an eligible return.

Refunds will be processed after the returned product has been received and inspected.

12. Refund Processing Time

Once a refund has been approved, AlinO will issue it to the original payment method.

The time required for the refund to appear in the customer’s account may vary depending on the payment provider, credit card company, bank, or financial institution.

If you have been notified that your refund has been processed but the funds have not appeared within the applicable processing period, we recommend:

  1. Checking your bank or credit-card account.
  2. Contacting your credit-card provider or payment provider.
  3. Contacting your bank if necessary.
  4. Contacting AlinO at customerservice@alino.com if the refund remains outstanding.

Contact Us

If you have questions about returns, refunds, exchanges, damaged products, or defective products, please contact us before shipping any product back.

ALINO

Email: customerservice@alino.com
Phone: (416) 922-5466
Location: Mississauga, Ontario
Business Hours: Monday–Friday, 8:00 AM–5:00 PM