At True North Home Solutions, we stand behind the quality of the products we sell. Because many of our items ship directly from the manufacturer, we maintain a strict policy regarding defective or damaged merchandise.

Please review this policy carefully before accepting delivery.

Shipping Damage (Freight Deliveries)

It is extremely important to inspect your shipment at the time of delivery.

At Delivery:

• Inspect all boxes and packaging before signing

• Note any visible damage on the delivery receipt

• Take clear photos of damaged packaging and product

• If damage is severe, refuse the shipment

If damage is not documented at delivery, the shipping carrier may deny the claim. We are not responsible for shipping damage that is not noted at the time of delivery.

When properly documented:

• We will assist in filing a claim with the carrier

• Resolution (replacement or repair) will follow carrier approval

Concealed Damage

If damage is discovered after delivery:

• Notify us within 24 hours of delivery

• Provide photos of the packaging and product

• Keep all original packaging materials

Claims submitted outside of this window may not be eligible for coverage.

Manufacturer Defects

If a product is found to be defective due to a manufacturer issue:

• Contact us within 30 days of delivery

• Provide your order number, serial number (if applicable), and photos or documentation of the issue to office@truenorthhomesolution.com

• Do not install or operate visibly defective equipment

We will coordinate directly with the manufacturer to determine warranty coverage and next steps.

Defective products are subject to manufacturer warranty policies and approval.

Important Notes

• Installed equipment is not eligible for return

• Labor costs for installation or removal are not covered

• Products must remain in original condition while a claim is under review

• Return authorization is required before any product is sent back

Unauthorized returns will not be accepted.

Need Help Before Ordering?

We strongly encourage customers to confirm sizing, compatibility, and installation requirements prior to purchasing. If you have questions, our team is happy to help ensure you order the correct product the first time.