Return and Exchange Policy
All Engage Building Products product lines · Effective 1 September 2026
| Field | Detail |
|---|---|
| Applies to | FastPlank®, EasyTrim Reveals® (including Elegance), QuickPanel® and Architectural Elements® products, and any material supplied with a ColorMatch® finish, in Canada and the United States |
| Supersedes | All previously published Engage and QuickPanel® Systems Inc. return policy letters, including those dated 1 January 2022, 27 June 2025, 30 June 2025 and 13 January 2026, all withdrawn with effect from 1 September 2026 |
| Governed by | Engage Sales Order Terms & Conditions — Canada (SOTC-CA) or United States (SOTC-US), Section 13 |
| Contact | [email protected] |
This policy summarizes Section 13 and Section 14 of Engage’s Sales Order Terms & Conditions. It applies to every Engage product line in both Canada and the United States. Where this policy and the Terms differ, the Terms govern.
1.Quick reference
| Product | Manufacturer defect | Change of mind |
|---|---|---|
| FastPlank® standard catalog stock | Accepted — no fee | At Engage’s discretion — 20% fee |
| EasyTrim Reveals® and Elegance standard catalog stock | Accepted — no fee | At Engage’s discretion — 20% fee |
| EasyTrim Elegance custom-painted | Arrival damage only | Not accepted |
| EasyTrim Reveals® 7/16″ and 1-1/4″ profiles | Arrival damage only | Not accepted |
| QuickPanel® products | Arrival damage only | Not accepted |
| Architectural Elements® products | Arrival damage only | Not accepted |
| ColorMatch® or other custom finish | Arrival damage only | Not accepted |
| Any custom profile, color, length or finish | Arrival damage only | Not accepted |
“Arrival damage only” means the material is final sale, and the only claim available is damage on arrival supported by clear photographs provided within five business days of delivery.
2.Authorization is required before anything is returned
No return or exchange may be shipped without a Return Material Authorization (RMA) number issued by Engage in advance. Material returned without an RMA number will be refused and returned at the customer’s expense.
3.Manufacturer defects
- Report the claimed defect in writing within five (5) business days of receipt, with clear photographs.
- Do not cut, fabricate, paint or install the material before reporting.
- Ship the material back within thirty (30) days of Engage’s written approval.
- Where Engage accepts the material as defective, no restocking charge applies. Engage will repair, replace, refund or credit at its option, in accordance with Section 21 of the Terms.
4.Change-of-mind returns on standard stock
Standard, catalog-stock material that is not defective may be returned only at Engage’s sole discretion. Engage is under no obligation to accept any such return. Where Engage does accept one:
- The material must have been purchased within thirty (30) days of the original invoice date.
- Engage’s prior written approval and an RMA number are required before shipping.
- A restocking charge of 20% of the invoiced price applies.
5.What is never returnable
The following are final sale and are not returnable or exchangeable under any circumstances, regardless of the reason for the request:
- All materials supplied with a ColorMatch® or other custom paint or powder-coat finish
- All Architectural Elements® products
- All QuickPanel® products
- All 7/16″ and 1-1/4″ EasyTrim Reveals® profiles
- All custom profiles, custom colors, custom lengths and custom finishes, and anything else manufactured or procured to a customer’s specification or to a non-stock specification
- Any material that has been cut, fabricated, painted, refinished, installed or otherwise processed
- Any material purchased more than thirty (30) days before the request
The only exception is damage on arrival, supported by clear photographs provided within five business days of delivery.
6.Condition of returned material
Material must be returned in full, unopened packages with original labels and packaging. No loose pieces will be accepted.
7.Freight and packaging
- The customer pays all freight and shipping costs on any return or exchange, and must ship freight prepaid to the facility Engage designates.
- Material must be securely packaged for return transit. Engage is not responsible for damage incurred during return transit.
- Original freight charges are not refundable.
8.Damage and shortages on delivery
A claim for shortage, wrong material or visible damage must be noted in detail on the carrier’s bill of lading or delivery receipt at the time of delivery and signed by the driver, and reported to Engage in writing with photographs within five (5) business days of delivery. Concealed damage must be reported within ten (10) calendar days of delivery and before the material is cut, fabricated, painted or installed. Where material is delivered to a job site or to any address the customer nominates, the person receiving it acts as the customer’s agent for these purposes.
ONCE MATERIAL IS CUT, FABRICATED, PAINTED OR INSTALLED IT IS ACCEPTED AS CONFORMING IN EVERY RESPECT THAT WAS VISIBLE ON INSPECTION. CLAIMS FOR VISIBLE DEFECTS, COLOR VARIATION OR FINISH VARIATION CANNOT BE MADE AFTER THAT POINT.
9.Denial
Engage reserves the right to deny any return or exchange that does not fully comply with this policy.
10.How to start a return
Contact [email protected] with the invoice number, the product and quantity, the reason for the request, and photographs where a defect or damage is claimed.
POL-SLS-001 · Return and Exchange Policy · Effective 1 September 2026