All orders come with the Kent Customer Satisfaction Guarantee. You can buy with complete confidence knowing that if you are not satisfied with your order you can return it for an exchange or refund, by mail or at any of our Kent locations.
For step-by step instructions on how to return online purchases by mail:
For All Online Orders:
- Your refund will be processed when the item being returned has been received by Kent. If you are returning an item to one of our store locations please ensure that the product is in its original packaging and is accompanied by the original receipt so that your return process is quick and hassle-free.
- If you are not satisfied with your purchase for any reason, you can return it for an exchange or refund by mail or at any of our Kent locations within 30 days of purchase with the original receipt. Thereafter, a manager’s approval is required and the returning item may be subject to a restocking fee.
- If you place an order but then change your mind and cancel the order - no problem, we will refund your money as fast as possible. Unfortunately, the bank of the credit card holder may not reverse the authorization for up to 5 business days.
For In-Store Purchases:
- There will be a restock fee of 25% applied to the return of all non-defective special order items.
- Exterior trees, shrubs and perennials from our garden centres are guaranteed for 1 year and interior plants are guaranteed for a period of 3 months. If you have any issues simply return the plant to the store with your original receipt and we will exchange it for you.
- Defective products can be returned to our store locations for replacement at any time during the warranty period. Some products require the warranty work to go directly to the manufacturer. Your original receipt is required for all warranty claims.
- If you purchase an In Season item such as patio furniture or Christmas decorations, and the price is reduced in your local store within 30 days of purchase, we will refund the difference in store, with a valid receipt.
- Any items over a $30 value being returned without a receipt will be held for 24 hours before return payment can be issued.
- With proof of receipt, any refunds will be issued in the same form of payment as the original purchase. (ie credit card purchases will be refunded back to the same credit card.)
- If you do not have a cash receipt, please allow us a 24 hour processing period. Your refund will be issued as a Kent Gift Card.
Please note that we have a number of items and services which are non-refundable, including:
- Custom cut blinds
- Home and garage plans
- Shipping and handling charges. (However, we will be happy to refund shipping fees if return of a product is necessary due to a defect or an error on our part.)
- Value of any coupons or promotions
- Gift cards
- Custom Colours:
- Computer/phone screens are a close representation of final mixed colours and not the official colour chip. All mixed paint is mixed to the in-store official colour chip and is nonreturnable unless the paint and official chip does not match.
- It is recommended customers visit a Kent store and choose a colour from the official paint chips before ordering online.
- Gas power machinery, such as snowthrowers, chainsaws, etc.