Dear AEON dealers,
If you are not completely satisfied with your purchase, we’re happy to accept returns within 14 days from the date you receive your item(s).
Please be aware that some products are classified as custom-made or special order items by the manufacturer, and are therefore non-returnable.
How to Submit a Return Request:
- Please submit your return request to your account manger within 14 days of receiving your order. It can be download below.
- Fill out the return request form with as much detail as possible to help us process it efficiently.
- After submitting your request, our team will contact within 1–4 business days confirming whether your return has been approved.
- Once we receive the returned item(s) in acceptable condition, a confirmation email will be sent, and your refund will be issued to the original payment method.
- A 20% restocking fee applies to items assembled by us. A 5–10% restocking fee applies to unassembled items returned in their original packaging.
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Please note the following situation will not be valid for an free Return or Replacement
- Non-returnable items:
- Assembled by customers themselves
- Modified items (such cut or add)
- Out of original packaging
- Custom made or special request items
- Assembled by us, but missing pieces or broken pieces
- Without the original invoice / sales order
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Additional Return Information
Please note that returns requested after 30 days from the date of receipt will be reviewed on a case-by-case basis. Approval will depend on the condition of the item(s) and the time elapsed.
For items that were shipped with free shipping, the original outbound shipping cost will be deducted from your refund. Additionally, most returned items are subject to a restocking fee, and return shipping costs are the responsibility of the customer.
Damaged Products
We strive to ensure your items are picked up or delivered in perfect condition. However, if any part of your order arrives damaged or is found to be damaged upon pickup, we will do our best to provide the necessary replacements promptly and at no additional cost to you.
To process your replacement request, you may be asked to provide photos showing the extent of the damage. These images help the manufacturer determine whether replacement parts or a full unit replacement is required.
If a full replacement unit is issued, the original item becomes the property of AEON Canada In some cases, we may arrange to retrieve the damaged or defective items for further inspection. Therefore, please ensure all items are kept in their original packaging until you receive further instructions from AEON Canada
Replacement Policy
To request a replacement, please contact us by email or phone within 14 days of receiving your order.
Kindly complete the replacement request form with as much detail as possible to help us process your request efficiently.
Once your request is submitted to your account manager, you will receive a response from us via email within 1–4 business days.
If you choose not to proceed with a replacement, you may still return the item(s), and a credit will be issued either to your original payment method or as a store credit, depending on your preference.
Replacement request form
Pick-up Time and Policy
Pick-up Hours: Monday to Friday, 8:30 AM – 4:30 PM EST
Flatbox Orders: Require 2-4 business days to prepare
Assembly Orders: Require up 5 business days to prepare
For orders shipped via White Glove or Truck Freight service:
It is essential that the customer who placed the order is present at the time of delivery to inspect the items and sign the delivery document.
The customer is responsible for noting any and all issues with the shipment at the time of delivery. If concerns are not clearly documented on the shipping paperwork, we may not be able to provide a satisfactory resolution.
To ensure your delivery is properly documented, please follow these steps:
Inspect the product thoroughly while the driver is present.
If you notice any issues, make clear notes on the delivery document. Even if the packaging appears only slightly damaged, it is important to write “Package Damaged” when signing.Inspect all parts before assembly.
If you discover any problems after unboxing, report them to AEON Canada.
Cancelling an Item or Order
At Aline Cabinetry (Canada) Ltd, we strive to process orders as quickly as possible. As a result, there is a limited window during which cancellations can be made. Cancellation requests will only be accepted via phone or email.
How to Request a Cancellation:
Call us at 519-691-1999, Monday to Friday, between 8:30 AM – 4:30 PM EST, to speak with our Customer Service team.
Email your account manager with the subject line: “Cancellation”.
You will receive an email from us within 2 business days confirming whether your cancellation request has been approved or denied.
Important:
All cancellations must be confirmed in writing. If you have not received an email confirmation, your order has not been canceled.
We cannot cancel orders that have already been delivered or assembled for delivery.
👉💡If you’re unsure whether your claim will be covered by the AEON warranty, please reach out to your account manager for an immediate answer.