BRODA wood & concrete coatings · Made in Port Coquitlam, British Columbia · 1-877-671-1405
Returns & refunds

Returns, refunds and damage claims

Most of our products are tinted to order, so they cannot be returned. Stock product that has not been opened can. Here is exactly where the line sits, and what we need from you to sort out a damaged or short shipment.

On this page

What can be returned 30 days What is final sale Tinted & custom Starting a return 4 steps Damage or shortage 48 hours How refunds are issued Common questions
The short version

Unopened stock product comes back. Anything tinted for you does not.

Colour is mixed to your order at our Port Coquitlam plant. Once a pail is tinted it cannot be resold, so please order a sample before committing to a colour.

Returnable

Untinted stock product

  • Unopened, unused and in original condition
  • Original labels intact and legible
  • Within 30 days of the delivery date
  • Return authorized by us before it ships back

A 20% restocking fee applies. Return freight is the customer’s responsibility.

Final sale

Made or mixed to order

  • Tinted and colour-matched product
  • Custom colour matches
  • Transparent, semi-transparent and semi-solid colours
  • Special orders and non-stock sizes
  • Anything opened, used or decanted

These cannot be returned or exchanged. If something is wrong with the product itself, that is a claim, not a return. See below.

Before you order

Order a sample if the colour is not settled

Pint samples are the easiest way to confirm the colour before committing to a full order. Wood species, age and prep all shift how a colour lands, so test on the actual substrate.

Step 1

Order the pint

Samples are the same product as our quart, gallon and 5-gallon pails.

Step 2

Test on your wood

Use an offcut of the actual material, prepped the way the real job will be prepped.

Step 3

Look at it dry, in daylight

Wet colour is not final colour. Let it dry fully and check it outdoors.

Step 4

Then order the full amount

Once the colour is confirmed, we tint the full order to match.

Samples are available for Protektor SLT, Protektor DR and Clarity. Order samples

Returns process

How to start a return

Contact us before shipping anything back. Please do not ship product back until we have authorized the return and provided the return instructions.

1

Get in touch

Call or text 604-254-3325, or email info@cbrproducts.com. Have your invoice number ready.

2

Tell us what and why

Product, size, colour, quantity, and the reason for the return.

3

We authorize it

We confirm the return in writing and tell you where to send it.

4

Ship it back

Pack it so it survives the trip. We inspect on arrival, then process the refund.

Damage & shortage

We appreciate being notified within 48 hours of delivery for any damage or shortage claim.

Carriers give us a short window to file claims, so we need to hear from you quickly. Check every skid on arrival, before the driver leaves if you can.

Check on delivery

  • Count the pails and pack sizes against the packing slip
  • Look for crushed lids, split seams, leaks and dented rings
  • Note any damage on the carrier’s delivery paperwork before you sign
  • Do not discard the packaging or the skid until the claim is closed

Then send it to us

  • Text the photos to 604-254-3325, or email info@cbrproducts.com
  • Put the invoice number in the subject line or first message
  • Send within 48 hours of delivery

We open a file the same day and work it with the carrier or the plant, depending on what the photos show.

Photos we need, every time

  • Front of the pail, showing the full product label and colour
  • Back of the pail, showing the batch and lot code
  • The damage itself, close enough to see it clearly and far enough back to see where it is on the container
  • The contents with the lid off, after a fresh stir, so we can see the actual state of the material
  • The skid or carton as delivered, before it was broken down, if the damage happened in transit
  • The shipping label and delivery paperwork, including anything the driver noted

Also tell us: how many units are affected, whether the rest of the shipment is fine, the delivery date, and whether the product has been used or applied. The more of this we have up front, the faster we can resolve it without a second round of questions.

Refunds

How and when money goes back

Refunds are issued once returned product has been received and inspected at our warehouse.

Credit card orders

Refunded to the original card.

5 to 10 business days

Accounts on terms

Issued as a credit note against your account, applied to the next invoice unless you ask otherwise.

Next statement

EFT and e-transfer

Returned by the same method to the account the payment came from.

5 to 10 business days

Freight charges

Freight is paid to a third party carrier. If we can stop the shipment before it is collected, the freight is refunded. Once the carrier has picked it up, it is not.

Questions

Common questions

If yours is not here, text or call and ask. It is usually a quick answer.

I ordered the wrong colour. Can I exchange it?
If it is tinted, no. The pail was mixed for that order and cannot go back into stock. This is why we recommend samples. If the pail is untinted stock and unopened, it falls under the 30 day return above.
The colour does not look like the chip.
Wood colour varies naturally. Species, age, grain, moisture content and prep all shift the final colour, and two boards from the same bundle can read differently. A colour that does not match your expectation is not a product defect, so it is not a return. Send us photos anyway and we will tell you what we think happened and whether a different product or a second coat gets you closer.
The product looks separated in the pail.
Separation is normal. Our coatings are not formulated to stay suspended on the shelf, which is why every label says to stir well before use. A thorough stir brings it back together. That is why we ask for a photo of the contents after a fresh stir. If it will not stir back in, send the batch code and we will trace it.
One pail arrived short-filled.
Photograph the pail front and back, the fill level with the lid off, and the packing slip, and send it within 48 hours. Short fills are a plant issue and we replace them.
Can I return product a store sold me?
Returns go back through whoever invoiced you. If you bought from one of our dealers, start with them. If the issue is with the product itself, we will work with the dealer directly on the claim.
How long do I have?
Returns: 30 days from delivery. Damage and shortage claims: 48 hours from delivery.

Talk to a person

The phone is the quickest way to sort it out. Texting is fine, and usually fastest.

Text or call

604-254-3325

Toll free

1-877-671-1405Same hours

Email

info@cbrproducts.comInclude your invoice number

Returns and claims are governed by our full terms and conditions. All sales are subject to the manufacturer’s limited warranty; the user is responsible for determining suitability for their application. Governed by the laws of British Columbia, Canada.