SPECIAL ORDER POLICY
WE ARE HAPPY TO PROVIDE A SPECIAL ORDER SERVICE TO HELP OUR CUSTOMERS GET EXACTLY WHAT THEY NEED FOR ANY PROJECT, BIG OR SMALL. WE REGRET THAT WE DO NOT OFFER RETURNS ON SPECIAL ORDER MERCHANDISE. ALL SPECIAL ORDER MERCHANDISE IS ORDERED UPON CUSTOMER APPROVAL BASED ON THE SPECIFICATIONS CONTAINED IN YOUR PAPERWORK. IF THERE IS A PROBLEM WITH YOUR SPECIAL ORDER YOU MUST NOTIFY YOUR SALES REPRESENTATIVE WITHIN 24 HOURS OF RECEIVING IT.
ALL MERCHANDISE IS SUBJECT TO THE MANUFACTURER’S WARRANTY AND WILL BE REPAIRED OR REPLACED AS PER THE MANUFACTURER’S DIRECTIONS.
ALL GLASS AND MIRRORED PRODUCTS* MUST BE PICKED UP WITHIN 2 DAYS OF NOTIFICATION OF RECEIPT AND HAVE A 48 HOUR RETURN WINDOW FROM DATE OF PICK UP. PRODUCT MUST BE INSPECTED BY THE CUSTOMER OR CUSTOMER REPRESENTATIVE BEFORE LEAVING THE STORE. *note: this does not include House Lot Windows.
IF YOU HAVE ADDITIONAL QUESTIONS PLEASE REFERENCE THE SPECIAL ORDER CONTRACT AND/OR RECEIPT PROVIDED OR CONTACT YOUR SALES REPRESENTATIVE.
WE WILL GLADLY ACCEPT ANY UNUSED REGULARLY STOCKED MERCHANDISE FOR REFUND OR EXCHANGE WITHIN 30 DAYS OF PURCHASE. SIMPLY RETURN THE COMPLETE PRODUCT TO US IN ITS CLEAN, ORIGINAL PACKAGING ACCOMPANIED BY THE BILL OF SALE.
ALL MERCHANDISE IS SUBJECT TO THE MANUFACTURER’S WARRANTY & WILL BE REPAIRED OR REPLACED AS PER THE MANUFACTURER’S DIRECTIONS.
WE REGRET THAT THE CUT MATERIALS AND SPECIAL-ORDER MERCHANDISE ARE NOT RETURNABLE.
RETURNS NOT ACCOMPANIED BY THE ORIGINAL RECEIPT MAY BE EXCHANGED FOR OTHER MERCHANDISE AT THE DISCRETION OF THE HOME DEALER. THE VALUE OF THE RETURNED MERCHANDISE WITHOUT A RECEIPT WILL BE BASED ON OUR LOWEST SELLING PRICE. YOU MAY BE ASKED FOR IDENTIFICATION WHEN RETURNING PRODUCT WITHOUT A RECEIPT. THE HOME DEALER RESERVES THE RIGHT TO LIMIT OR REFUSE RETURNS OF CERTAIN PRODUCTS WITHOUT THE ORIGINAL RECEIPT. EXCHANGE RECEIPTS ARE NOT CONSIDERED ORIGINAL RECEIPTS.
GARDEN CENTRE POLICY
WE PRIDE OURSELVES ON PROVIDING HIGH QUALITY PLANTS AT A REASONABLE PRICE TO OUR CUSTOMER BASE. WE GUARANTEE OUR PLANTS FOR THE CURRENT GROWING SEASON. IF YOU HAVE ANY CONCERNS WITH STOCK PURCHASED FROM OUR GARDEN CENTRE, PLEASE NOTIFY GARDEN CENTRE STAFF DURING THE CURRENT GROWING SEASON SO THAT WE MAY HELP RESOLVE AND ISSUES OR CONCERNS. ALL CLAIMS OR CONCERNS MUST BE PRESENTED BY DEC 31 OF THAT YEAR.
WE GUARANTEE OUR PLANTS ARE TRUE TO NAME. THERE IS NO GUARANTEE ON ANY CLEARANCE STOCK, OR STOCK DISCOUNTED BY MORE THAN 15%.
FOR GUARANTEE REPLACEMENTS: IF THE PLANT IS OUT OF STOCK AND A SUITABLE SUBSTITUTE CANNOT BE FOUND, AN IN-STORE CREDIT WILL BE ISSUED. THE ORIGINAL RECEIPT MST BE PRESENTED. REFUNDS OR CREDITS ARE DETERMINED BY GARDEN CENTRE STAFF & MANAGEMENT ONLY.
ANY DEAD/COMPROMISED STOCK MUST NOT BE BROUGHT TO THE GARDEN CENTRE WITHOUT INSTRUCTION FROM STAFF.
Please learn about the conditions that your plants require to thrive. We can recommend the best planting procedure, location and continued plant care. We are always here to help so please contact us if your plants are not growing well. We are not responsible for inappropriate location or soil type, inconsistent care or watering, rodent damage, acts of nature, weather extremes, insect damage, transplanting, or chemical and fertilizer misuse.
Our Service Commitment
Brockville Hardware Enterprise Inc. is committed to providing all customers with a remarkable shopping experience. Each and every time you visit our stores, you will be greeted as a friend, treated with respect and offered a complete solution to your specific needs. All of our efforts are focused on ensuring your long-term satisfaction!
At Brockville Hardware Enterprise Inc., we value dignity, respect, relationships, high ethical standards and equal access for all customers. These values are reflected in our policies, operations and behaviours. When dealing with our staff, you can expect them to be friendly, respectful, enthusiastic, attentive to your special needs and entirely focused on your best interests!
We will also ensure that our shopping experience is integrated and accessible to all people with disabilities. Active steps have been taken to reasonably accommodate the needs of customers with disabilities by offering services and facilities that provide equal opportunities for participation. At Brockville Hardware Enterprise Inc., anticipating the diverse requirements of shoppers visiting our stores and offering assistance wherever possible is an ongoing priority.
When visiting our stores, you will feel welcomed. Our staff will be friendly, enthusiastic and very knowledgeable about our products and services. If you need help, we are available to assist you. We will thank you for trusting us with your business and invite you to return.
Despite our best efforts, sometimes problems can occur. Please report all issues to one of our staff and we pledge to handle them in the following manner:
- You will be greeted warmly and asked for all relevant details.
- The person you speak to will try to resolve the issue right away. If additional assistance is required, the store manager will be called immediately.
- If our service has been unsatisfactory in any way, we will apologize and do our best to provide you with an acceptable solution.
- At all times, our staff will be friendly, courteous, calm and supportive.
Our communications, from initial greeting through the sales process and follow up, will demonstrate our commitment to serve customers with disabilities.
Support people and guide dogs or other service animals are also welcome to accompany our customers with disabilities while shopping in our stores.
Our entire staff receives ongoing and documented training in order to properly communicate with and provide assistance to people with various disabilities. This includes accommodating support personnel and assistive devices or animals, as well as resolving any challenges that may arise during the shopping experience. We are committed to ensuring that our merchandise and services are available to all.