Refund and Returns Policy

Quality Commitment
House of Cedar takes pride in the health and vitality of our inventory. Because we deal with live biological products, our return policy is designed to protect the health of our stock and the long-term success of your landscape projects.

Final Sale & No “Excess Stock” Returns 

Due to the perishable nature of live plants and trees, all sales are final. We do not accept returns, exchanges, or offer refunds once a tree or plant has left our warehouse location at 53-D Observatory Ln or are delivered to a job site.This includes all excess, unused, or leftover materials from any project. 

We cannot guarantee the environmental conditions, soil quality, or level of care provided once the product leaves our control. 

Special & Custom Orders 

Orders for non-stock items, specific varieties sourced upon request, or custom-procured specimens are 100% non-refundable and non-cancellable once the order is confirmed. The standard 5-10% cancellation fee does not apply to custom procurement. 

Damages and Inspection Requirement
You must inspect your order immediately upon delivery or pick-up. If an item is damaged during transit or you receive the wrong item, you must contact us at 647-300-5786 or info@houseofcedar.ca within 24 hours of the timestamp provided in the Proof of Delivery (POD) photo. To evaluate a claim, we require high-resolution photos of the product in its delivered location. We will review the evidence and provide a replacement or store credit where applicable. 

Order Cancellation, Fees, and Tax Policy
Tax (HST) Treatment: We comply with all Canadian tax regulations. HST will be fully refunded on the portion of the purchase price returned to the customer. We only retain the HST applicable to the non-refundable administrative or restocking fees.
Pre-Fulfillment Cancellations: Orders may be canceled at any time prior to being staged for delivery or loaded onto a vehicle. A flat 10% Administrative Fee will be deducted from the refund to cover non-refundable merchant processing costs and labor.
Post-Dispatch Policy: Once an order has left our facility or is loaded for transport, the order is considered “Fulfillment in Progress.” At this stage, shipping fees are 100% non-refundable and a 25% restocking fee applies to all live inventory.

Refusal of Delivery
If a customer refuses an order at the time of delivery for reasons other than documented shipping damage, a refund will be issued for the product cost only. Service fees, including but not limited to shipping, delivery, installation, and warranty fees, are non-refundable. HST remains non-refundable on all applied service and restocking fees. 

Limited Health Warranty
We offer a limited health warranty exclusively for trees and products professionally installed by the House of Cedar team. 

All warranty determinations are at the sole discretion of House of Cedar following inspection. ● Eligibility: Trees must be installed by our staff with a functional irrigation system present. 

● Maintenance: The customer must strictly follow the maintenance and watering guidelines provided ● Claims: House of Cedar reserves the right to inspect the installation site. Warranty claims may be denied if plant failure is due to neglect (lack of water or over-watering), physical damage, or extreme weather events.

Policy Version Last Updated: April 17, 2026

Need help?

Contact us at info@houseofcedar.ca for questions related to refunds and returns.