Return policy

 

Contact us by phone to notify us of your wish to return any goods to us.

Put the original order confirmation / delivery note inside the package (if this is not possible then you must include a slip with the order number so we can track the goods when they arrive).

Package the goods securely to ensure they are not damaged in transit. The packaging in which the item was sent should only be used for the return if it is in good condition and continues to offer adequate protection for the goods.

Address the goods to: –
Returns Department,
Osmo Wood & Colour Canada Ltd.,
5515 92 St NW
Edmonton, Alberta
Canada
T6E 3A4

 

 

Unwanted Items

You may return any unwanted items to us up to 28 days after the day you receive it for a full refund (see Refunds), provided they are unused and in perfect condition when received. You must ensure that the goods you are returning are packaged adequately to protect against damage. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value. Please note that we do not accept returns for bespokely made products.

 

Duplicate or Incorrect Items

If we have sent you duplicate or incorrect items, we can arrange to collect these items and resend the correct ones at no cost to you. Please contact us by phone to arrange.

 

Items Damaged in Transit

We package your order as best we can to minimise damage during transit to you. You are of course entitled to receive your goods in perfect condition, but occasionally – due to the nature of the products we supply – some damages can occur. These damages are usually limited to slightly dented tins with the products within remaining 100% usable. If you receive your goods in less than 100% condition and would like to get them exchanged, please contact us by phone and we can arrange this for you.

 

Faulty Items

Faulty products can be returned to us within 30 days of receiving the goods for a full refund (see Refunds) or an exchange. If a product becomes faulty after 30 days you may wish to contact the manufacturer directly as they may be able to offer support and troubleshooting with the issue you have with the item. We test every single return. If a returned product is found not to be faulty by our test centre we will return the item to you and you will be liable for the postage. We will not refund any postage for items found to be non-defective.

Your statutory rights are not affected.

 

Refunds

Refunds can take up to 7 days to process. If you have returned goods to us, generally once we receive the goods back we will issue any refund due straight away, but it may take up to 7 working days to appear on your bank statement. Please note that any credit card fees paid at time of ordering are non-refundable. Refunds will only be made back to the credit/debit card, or PayPal account used, or the person/organisation named on any cheque payments for the original purchase. Refunds will not include any outbound delivery cost charged at the time of order unless the goods delivered were faulty, damaged or sent to you as a result of our error. Wood Finishes Direct will only refund the cost of products returned in accordance with our Returns Policy.

 

Discount Codes

Discount codes used on the site cannot be used with any other discounted products, today-only offers, delivery discounts, or special offers. Only one discount (or discount code) can be active per order. If a discount code is invalid you will be informed why when you enter the code on the site. Discount codes may have an expiry date and/or minimum spend limits.

 

Complaints

Should there be a cause for complaint, please email us at info@osmo.ca. Our aim is to always respond within 24 hours. If your email is received on a weekend then we will endeavour to respond the following working day.

ASSOCIATIONS

CERTIFICATIONS

Osmo Holz und Color is accredited according to DIN EN ISO 9001:2000 (quality management system) and DIN 14001 (environmental management system)

In compliance with demands of EURO NORM standard specifications EN 13 and EN 162

Copyright All Rights Reserved © 2018 Osmo Wood and Colour Canada Ltd. and Osmo Holz und Color GmbH & Co. KG. Technical modifications and delivery rights reserved. Measurements, prices and illustrations are subject to change. Although we check our marketing materials thoroughly, we cannot completely rule out the possibility of mistakes. The colour tones shown on the website and in catalogues are non-binding and samples are suggested. In the interest of product development and improvement we reserve the right to technically modify products.