Return & Cancellation Policy

RETURN POLICY

Maybe you bought the wrong size cabinet which doesn’t fit or want a different cabinet in a location and want to return something you ordered. All returns begin with an call to 778-561-3619 to one of our customer support representatives. This is necessary to ensure that the item being returned is shipped to the appropriate location. Items must be returned within 14 days of purchase. The item must be in the original packaging to acceptable condition, and must be free from damage, unaltered or have screw or nail holes. All returned items must also be unmarked and in 100% new and resaleable condition.

We will not accept returns for products that have been assembled or altered. All returned items are subject to a 25% restocking charge for RTA cabinets and 50% restocking charge for assembled cabinets, by our distribution centers. The cost of shipping and all associated transportation arrangements are the responsibility of the customer. To process a return, you will need to provide the order number, the receipt number, pictures and documentation, and the approval reference from our customer service representative.

After the product has passed inspection, and if the return is approved, the refund will be issued within 7-14 business days after we receive your returned product.

If your return doesn’t meet the eligibility criteria listed above, or does not pass inspection, a refund will not be issued. The same product can be shipped back to you, at the buyer’s expense, after we receive payment for the 25% restocking charge. If the return is not eligible for a refund, a partial credit may be applied to your account for your next purchase.

To redeem your store credit, do not place your order through the online store. Contact customer support to place your order.

Our Return Policy and Warranty Policy have separate terms and conditions for eligibility requirements. Please consult Across Country Kitchens’ Warranty Policy, available on www.acrosscountrykitchens.ca, for information pertaining to defects in materials and workmanship.

We warrant that wood and one-piece HDF cabinet doors and drawer fronts will be 99% free from defects in workmanship and materials for one year from the date of shipment. Due to the inherent characteristics of solid wood, some shrinkage can occur over time with a painted finish, resulting in minor separation at the tenon joints. However, our one-piece HDF cabinets with a solid painted finish are designed to prevent cracking. Solid wood stain finishes, while slight joint separation may be observed, this is typically minimal. The natural variation in wood grain may result in lighter or darker areas, depending on whether a light or dark stain is applied. For optimal performance and appearance, maintain an ambient temperature between 68–72°F and humidity levels between 40%–50%.

Customers have five days from receiving their cabinet order to report any damages for replacement consideration. To ensure eligibility for replacements, damage must be noted upon opening the box; please handle the packaging with care. Replacement responsibility cannot be accepted if damage is discovered during or after assembly. To process a damage claim, you must document it and provide at least four clear photographs: one showing the entire door, drawer, or panel; one capturing both the damage and the box (including the label on the flap); and two detailed photos of the damaged area.

Upon delivery, while the truck driver is present, please inspect the boxes thoroughly. If any box shows signs of damage, notify the driver immediately and open the box in their presence. Should you find damage, take the required photographs and note the issue on both your shipping sheet and the driver's, ensuring that both parties sign each other's documents. Send Across Country Kitchens a clear & readable copy immediately please.

Our warranty excludes coverage for damages occurring prior to or following assembly & installation by third parties, as well as standard discoloration or fading resulting from direct sunlight, stove/oven/microwave heat, grease or cleaning products. Only wash your cabinets with lukewarm water and a non-scratchable drying cloth.