Returns are simple. Fill in the form and we will review your request within 1 business day. If approved, we will email return instructions, including a return authorization to print and attach to your parcel and the address to ship to. Your refund follows once we receive and check the return.

Before you start

• Unopened items in their original sealed packaging can be returned within 14 days of delivery. Pulls and knobs are sealed individually, so you can return the ones you did not open.

• Opened, installed or used items cannot be returned unless they are defective.

• For items that are not defective, you pay return shipping and a restocking fee is deducted from your refund. The fee depends on the item.

• Refunds go to your original payment method within 5 business days of our receiving the return.

• Some items are special order and cannot be returned. We confirm this when we review your request. For an exchange, return the unopened item and place a new order.

If an item arrived damaged or is defective, let us know within 7 days of delivery and email a photo with your order number to concierge@countess.ca. We will replace it or refund you in full, including return shipping.