Return Policy
Euro Tile & Stone will accept product returns minus a 20% restocking fee where the following conditions have been met:
- All returns must be accompanied with the original order and/or invoice.
- All materials must be returned within 30 days of purchase.
- Only returns of full, unopened boxes, in good condition, will be accepted.
Returns will not be accepted on the following:
- Returns are NOT accepted on sealers, cleaners or any setting materials such as grout, glue and mortars.
- Returns are NOT accepted on special order products, discontinued/sale merchandise and final sale items.
Accessibility Policy
Introduction
The Accessibility Standard for Customer Service is a regulation under the Accessibility for Ontarians with Disability Act, 2005 (AODA). Starting January 1, 2012, accessible customer service came into effect for all Ontario businesses and organizations. It applies to all organizations (public, private and non-profit) that provide goods or services either directly to the public or to other organizations in Ontario and that have one or more employees in Ontario. Scope Euro Tile & Stone is committed to excellence in serving all of our customer’s needs. This includes customers with a disability. In the event that an individual with a disability accesses our goods and / or services, Euro Tile & Stone will carry out our functions and responsibilities in accordance with the Accessibility Standard for Customer Service. Euro Tile & Stone will train and educate key employees who are likely having frontline contact with persons with a disability. Should direct access be required to our warehouse facility whether it is an individual with or without a disability, occupational health and safety rules are to be reviewed with the person, and the person will be accompanied with a designated employee.
Definitions Disability – Defined under the Act as:
- Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
- A condition of mental impairment or a developmental disability,
- A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- A mental disorder, or
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Assistive Device – Any device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.
Service Animal – An animal is a service animal for a person with a disability, if:
- It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
- The person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability. Support person – A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services. Providing Goods and Services to Persons with Disabilities Euro Tile & Stone will make all reasonable efforts to ensure that its policies, practices and procedures that impact the delivery of its goods and services to the public or to other third parties, are consistent with the principles of dignity, equality of opportunity, integration and independence. Communication Accessible Modes of Communication Euro Tile & Stone will strive to communicate with members of the public in a manner that is accessible. Communicating with persons with disabilities Euro Tile & Stone will strive to communicate with persons with disabilities in a manner that takes into account the disability. Assistive Devices
- Persons with disabilities are permitted, where possible, to use their own Assistive Device when accessing our office for the purposes of obtaining, using or benefiting from our goods and services.
- If there is a physical, technological, or other type of barrier that prevents the use of an Assistive Device on our premises; we will first endeavour to remove that barrier. If we are not able to remove the barrier, we will ask the person how he or she can be accommodated and what alternative methods of service would be more accessible to him/her.
- Euro Tile & Stone will attempt as best as possible to provide an alternative means of assistance for the person with a disability.
Accessibility at Our Premises Euro Tile & Stone will welcome our customers with disabilities and allow them to use their own personal devices if and when required. Service Animals Persons with disabilities may enter our office accompanied by a Service Animal, and keep the Service Animal with them if the public has access to such premises and the Service Animal is not otherwise excluded by law. Support Persons Person with a disability may enter our office with a Support Person.
Notice of Temporary Disruption
- Euro Tile & Stone will notify customers if there is a planned or unexpected disruption of a service that persons with disabilities use to access our goods and services.
- The notice will be posted in a conspicuous location at the applicable premises. The notice will include the following information:
- That a facility or service is unavailable.
- The anticipated duration of any disruption.
- The reason for the disruption.
- Alternative facilities or services, if available.
Training and Records
Euro Tile & Stone will provide training, and ongoing training as required under the Standard to all persons to whom this Policy applies. The training will include:
- A review of the purpose of the Act and requirements of the Standard.
- A review of the Policy.
- How to interact and communicate with persons with various types of disabilities.
- How to interact with persons with disabilities who use an Assistive Device or require the assistance of a Service Animal or Support Person.
- How to use equipment or devices made available on our premises to assist persons with disabilities to obtain, use or benefit from our goods and services.
- What to do if a person with a disability is having difficulty accessing our premises and/or services.
Feedback Procedure
We welcome and appreciate any feedback regarding this Policy and its implementation. Feedback can be provided in the following manner:
- By telephone to the General Manager at 613-244-4315
- By email to [email protected]
- By Fax to 613-244-4320
Euro Tile & Stone Accessibility Plan
Introduction
The Ontario government passed the Accessibility for Ontarians with Disabilities Act (AODA) in 2005. Euro Tile & Stone is committed to complying with the Act and all of the standards under it in order to meet the accessibility needs of persons with disabilities in a timely manner.
The regulations associated with the Integrated Accessibility Standards (ISAR) require that effective January 1, 2014, Euro Tile & Stone establish, implement, maintain and document a multi-year accessibility plan which contains the deliverables and activities that will be worked on over the next 5 years.
In accordance with the requirements, Euro Tile & Stone will:
- Post the plan on its website (eurotilestone.com)
- Provide this plan in an accessible format, upon request; and
- Review and update this plan at least once every five years
Multi-Year Accessibility Plan
Part I – General Requirements
Act Section and Description:
3. Establishment of Accessibility Policies
3. (1) Every obligated organization shall develop, implement and maintain policies governing how the organization achieves or will achieve accessibility through meeting its requirements under the accessibility standards referred to in this Regulation.
Action:
Euro Tile & Stone has implemented an Integrated Accessibility Policy
AODA Compliance Date:
January 1, 2014
Status:
Completed
Act Section and Description:
4. Accessibility Plans
4. (1) Large organizations shall,
a) establish, implement, maintain and document a multi-year accessibility plan, which outlines the organization‘s strategy to prevent and remove barriers and meet its requirements under this Regulation;
b) post the accessibility plan on their website, if any, and provide the plan in an accessible format upon request; and
c) review and update the accessibility plan at least once every five years.
Action:
Euro Tile & Stone will prepare and publish an accessibility plan.
AODA Compliance Date:
Reviewed on January 1, 2020
Status:
Completed
Act Section and Description:
6. Self-Service Kiosks
6. (2) Large organizations and small organizations shall have regard to the accessibility for persons with disabilities when designing, procuring or acquiring self-service kiosks.
Action:
Not applicable
AODA Compliance Date:
January 1, 2014
Status:
Not Applicable
Act Section and Description:
7. Training
7. (1) Every obligated organization shall ensure that training is provided on the requirements of the accessibility standards referred to in this Regulation and on the Human Rights Code as it pertains to persons with disabilities to,
a) all employees, and volunteers;
b) all persons who participate in developing the organization’s policies; and
c) all other persons who provide goods, services or facilities on behalf of the organization.
Action:
Euro Tile & Stone will implement, following the development or sourcing of, a training program to train required individuals.
AODA Compliance Date:
January 1, 2015
Status:
Completed and ongoing compliance
PART II – Information and Communications Standards
Act Section and Description:
11. Feedback
11. (1) Every obligated organization that has processes for receiving and responding to feedback shall ensure that the processes are accessible to persons with disabilities by providing or arranging for accessible formats and communications supports, upon request.
Action:
Euro Tile & Stone will review and update processes for receiving and responding to feedback as required.
AODA Compliance Date:
January 1, 2015
Status:
Completed
Act Section and Description:
12. Accessible Formats & Communication Supports
12. (1) Except as otherwise provided, every obligated organization shall upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities,
(a) in a timely manner that takes into account the person’s accessibility needs due to disability; and
(b) at a cost that is no more than the regular cost charged to other persons.
12. (2) The obligated organization shall consult with the person making the request in determining the suitability of an accessible format or communication support.
12. (3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports.
Action:
Euro Tile & Stone will review and update processes for accessibility requests, as well as evaluate accessible formats and communication supports as required.
AODA Compliance Date:
January 1, 2016
Status:
Completed
Act Section and Description:
14. Accessible Websites & Web Content
14. (2) Designated public sector organizations and large organizations shall make their internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG)2.0, initially at Level A and increasing to Level AA, and shall do so in accordance with the schedule set out in this section.
Action:
Euro Tile & Stone will assess its website and implement plans to ensure compliance with new website development and content for new websites; and future compliance requirements for all websites in accordance with the Regulation.
AODA Compliance Date:
January 1, 2021
Status:
Completed
PART III – Employment Standard
Act Section and Description:
22. Recruitment – General
22. Every employer shall notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes.
Action:
Updated all job posting templates
AODA Compliance Date:
January 1, 2016
Status:
Completed
Act Section and Description:
23. Recruitment, Assessment or Selection Process
23. (1) During a recruitment process, an employer shall notify job applicants, when they are individually selected to participate in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used.
23. (2) If a selected applicant requests an accommodation, the employer shall consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant‘s accessibility needs due to disability.
Action:
Notify job applicants that accommodations are available in relation to the materials or processes used during the recruitment process, upon request.
AODA Compliance Date:
January 1, 2016
Status:
Completed
Act Section and Description:
24. Notice to Successful Applicants
24. Every employer shall, when making offers of employment, notify the successful applicant of its policies for accommodating employees with disabilities.
Action:
Euro Tile & Stone will review and update existing recruitment policies and processes as required.
AODA Compliance Date:
January 1, 2016
Status:
Completed
Act Section and Description:
25. Informing Employees of Supports
25. (1) Every employer shall inform its employees of its policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee‘s accessibility needs due to disability.
25. (2) Employers shall provide the information required under this section to new employees as soon as practicable after they begin their employment.
25. (3) Employers shall provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee‘s accessibility needs due to disability.
Action:
All employees are notified about Euro Tile & Stone’s accessibility policies and are provided training.
AODA Compliance Date:
January 1, 2016
Status:
Completed
Act Section and Description:
26. Accessible Formats & Communication Supports for Employees
26. (1) In addition to its obligations under section 12, where an employee with a disability so requests it, every employer shall consult with the employee to provide or arrange for the provision of accessible formats and communication supports for,
(a) information that is needed in order to perform the employee‘s job; and
(b) information that is generally available to employees in the workplace.
26. (2) The employer shall consult with the employee making the request in determining the suitability of an accessible format or communication support.
Action:
Euro Tile & Stone will review and update existing communication and orientation processes as required.
AODA Compliance Date:
January 1, 2016
Status:
Completed
Act Section and Description:
27. Workplace Emergency Response Information
27. (1) Every employer shall provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee‘s disability.
27. (2) If an employee who receives individualized workplace emergency response information requires assistance and with the employee‘s consent, the employer shall provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee.
27. (3) Employers shall provide the information required under this section as soon as practicable after the employer becomes aware of the need for accommodation due to the employee‘s disability.
27. (4) Every employer shall review the individualized workplace emergency response information,
(a) when the employee moves to a different location in the organization;
(b) when the employee‘s overall accommodations needs or plans are reviewed; and
(c) when the employer reviews its general emergency response policies.
Action:
Euro Tile & Stone has existing processes in place to meet the requirement for individualized workplace emergency response plans.
AODA Compliance Date:
January 1, 2012
Status:
Completed
Act Section and Description:
28. Documented Individual Accommodation Plans
28. (1) Employers, other than employers that are small organizations, shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.
28. (2) The process for the development of documented individual accommodation plans shall include the following elements:
- The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.
- The means by which the employee is assessed on an individual basis.
- The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer‘s expense, to determine if and how accommodation can be achieved.
- The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.
- The steps taken to protect the privacy of the employee‘s personal information.
- The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.
- If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.
- The means of providing the individual accommodation plan in a format that takes into account the employee‘s accessibility needs due to disability.
Action:
Euro Tile & Stone has existing processes as required.
AODA Compliance Date:
January 1, 2016
Status:
Completed and ongoing compliance
Act Section and Description:
29. Return to Work Process
29. (1) Every employer, other than an employer that is a small organization,
(a) shall develop and have in place a return to work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work; and
(b) shall document the process.
29. (2) The return to work process shall,
(a) outline the steps the employer will take to facilitate the return to work of employees who were absent because their disability required them to be away from work; and
(b) use individual documented accommodation plans, as described in section 28, as part of the process.
29. (3) The return to work process referenced in this section does not replace or override any other return to work process created by or under any other statute.]
Action:
Euro Tile & Stone has existing Return to Work Processes in place that meet the requirements of the regulation.
AODA Compliance Date:
January 1, 2016
Status:
Completed and ongoing compliance
Act Section and Description:
30. Performance Management
30. (1) An employer that uses performance management in respect of its employees shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process in respect of employees with disabilities.
Action:
Euro Tile & Stone has reviewed its existing performance management processes as required.
AODA Compliance Date:
January 1, 2016
Status:
Completed
Act Section and Description:
31. Career Development & Advancement
31. (1) An employer that provides career development and advancement to its employees shall take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities.
Action:
Euro Tile & Stone has reviewed its existing Career Development & Advancement processes as required.
Continue consideration of accessibility needs during performance management process and when providing career development and advancement, and redeployment
AODA Compliance Date:
January 1, 2016
Status:
Completed and ongoing compliance
Act Section and Description:
32. Redeployment
32. (1) An employer that uses redeployment shall take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.
Action:
Euro Tile & Stone will review and update its existing redeployment processes as required.
AODA Compliance Date:
January 1, 2016
Status:
Completed
PART IV – Design of Public Spaces Standards (Accessible standards for the Built Environment)
Act Section and Description:
80. Outlines how the organization will construct or redevelop spaces that are accessible to current and potential employees as well as public.
Make new or redeveloped:
- Recreational trails and beach access routes accessible
- Outdoor public use eating areas accessible
- Outdoor play spaces accessible
- Exterior paths of travel
- 80.34 Off-street parking lots accessible
- 80.40 Service counters, fixed queuing guides and waiting areas with fixed seating accessible
- Maintain accessible elements of public spaces
Action:
All public areas of the Ottawa and Toronto facilities are in compliance with the requirements.
Euro Tile & stone will work with any customers or employees requiring assistance or accommodation in the facility.
AODA Compliance Date:
January 1, 2016
Status:
Completed
Feedback
We welcome your feedback.
- By telephone to the General Manager at 613-244-4315
- By email to [email protected]
- By Fax to 613-244-4320
This document is available in an alternate format, upon request.