Policies

Warranty & Return Policies

Warranty Policy

Manufacturing Defect Warranty

All items sold by Whatsit Manufacturing Co. include a 90-day warranty against manufacturing defects.

Covered:

  • Material defects present at time of manufacture
  • Workmanship issues (loose joints, poor finishing, structural failures)
  • Component failures due to manufacturing error

Not Covered:

  • Normal wear and tear
  • Damage from misuse, abuse, or accidents
  • Modifications made by the customer
  • Damage from improper storage or environmental conditions
  • Issues arising from use outside the item’s intended purpose

Making a Warranty Claim:

Contact us at contact@whatsit.ca within 90 days of delivery with:

  • Description of the defect
  • Photos showing the issue
  • Original order information

We will assess the claim and, if valid, will:

  • Repair the item at no charge, or
  • Replace the item, or
  • Issue a refund if repair/replacement isn’t feasible

Shipping the item to us for warranty repair is the customer’s responsibility. We cover shipping it back to you.

Return Policy

Custom Work

Custom creations are non-refundable due to their personalized nature.

Because each custom piece is designed and built specifically for you:

  • Orders cannot be cancelled once production begins
  • Returns are not accepted on custom work
  • Changes to approved designs may incur additional fees

We work closely with you during the design phase to ensure you’re happy with the plan before we begin crafting. This helps prevent disappointment and ensures the final piece meets your expectations.

Exception: If we fail to deliver the custom work as specified in the approved design, we will make it right through repairs, modifications, or refund.

Stock Products

Stock items may be returned for a refund if received back in resaleable condition.

Return Requirements:

  • Item must be unused and in original condition
  • Return must be initiated within 14 days of delivery
  • Item must be received back within 30 days of delivery
  • Customer pays return shipping costs
  • Item must be in resaleable condition (no damage, modifications, or significant wear)

Refund Process:

  1. Email contact@whatsit.ca to request a return
  2. Receive return authorization and shipping instructions
  3. Ship item back securely (tracking recommended)
  4. Refund processed within 5 business days of receiving returned item

Refund Method:

  • Refund issued via original payment method
  • Shipping fees are non-refundable
  • A 50% restocking fee applies to special-order stock items

Shipping Damage

If your item arrives damaged:

  1. Document damage with photos (packaging and item)
  2. Contact us immediately at contact@whatsit.ca
  3. Keep all packaging materials
  4. File a claim with the shipping carrier if requested

We will work with you to resolve shipping damage through repair, replacement, or refund.

Payment Terms

Deposit: 25% of the quoted price is due when you accept the invoice.

Balance: The remaining 75% is due before shipping.

Accepted Payment Methods:

  • Interac e-Transfer
  • Cash (for local pickup)

Questions About Policies?

If you have questions about our policies, please contact us at contact@whatsit.ca before placing your order.

Last updated: January 2026