Once we receive your order we get to work on it right away, therefore it may not be possible to cancel an order that is in process. To request a cancellation please contact Customer Service at 1-604-709-9415 and we will attempt to stop or modify the order. Once an item has shipped, cancellation is not possible. Custom, special order and non-returnable items cannot be cancelled. Cancellation requests may take several days to process and you will be sent an email upon confirmation. If an order ships prior to confirmation, you may have the option of returning the item once it is received. A refund will be issued following the standard return process.
While we hope you love your purchase, we understand that you may need to return it. AMBIENT / accepts returns on a vast majority of our products—in new, uninstalled condition and original packaging—within 15 days of receipt, unless otherwise noted on the item’s product page.
To begin a return request, click here, locate the correct order and item you would like to return, then follow the instructions from there. Once your return request has been authorized, you will receive the return labels by email. Simply print, attach to the box and drop off at your local UPS store.
Please note that any shipping charges from your original order are non-refundable.
RETURNS EXCEPTIONS: We are unable to accept returns for:
- Products that are clearly marked non-returnable on the Product Detail Page
- Products that have been assembled or installed
- Products without original packaging or not in their original condition
- Products with crystals that have been unwrapped
- Custom orders, including those that are made-to-order or customized to your specifications
- Open-box or clearance items
Your refund credit will be issued after the item has been received and inspected. The cost of the return shipping will be deducted from the credit amount if you used our labels. In other words, you are responsible for the return shipping cost of any item you return.
Please note that due to customs, shipping and duty fees, we are unable to accept returns on any US orders. All orders shipped to US are final sale.
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact us and we will be happy to replace the item or send replacement parts as soon as possible. In some instances it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.
Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 15 days of receiving your order.
Most of our manufacturers guarantee their products with a warranty. Please contact us if you have questions regarding specific product warranties.
Ambient Bathrooms Ltd. (dba. AMBIENT /) and its suppliers shall not be liable for any indirect, special, consequential, or incidental damages including, without limitation, lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from AMBIENT/ and www.ambientshowroom.com, damages resulting from use of or reliance on the information present, even if AMBIENT/ and www.ambientshowroom.com or its suppliers have been advised of the possibility of such damages.