Refund & Returns Policy

1. Overview

This Refund & Returns Policy applies to products purchased through ReachSupply.ca, ReachSupplyCo.com, and any other REACH Supply storefront that expressly incorporates it.

ReachSupply.ca is the Canadian storefront and generally processes Canadian orders in Canadian dollars. ReachSupplyCo.com is the United States storefront and generally processes U.S. orders in United States dollars. The legal seller for each transaction is the entity identified on the checkout page, order confirmation, invoice, or payment record.

Canadian and U.S. orders, accounts, inventories, prices, taxes, return destinations, and refund records are maintained separately. A request must be submitted through or clearly identify the same storefront used for the original order.

This policy includes REACH Supply's voluntary return program for eligible non-defective products. It is separate from legal remedies that may apply to damaged, defective, misdescribed, undelivered, or incorrectly supplied products.

2. Quick return summary

3. Return request window

Unless the product page, order confirmation, written quotation, return authorization, or mandatory law provides a different period, a request to return an eligible non-defective product for change of mind, excess quantity, or customer ordering error must be submitted within 14 calendar days after delivery.

Submitting a request within that period does not itself approve the return. The product must also meet the eligibility requirements and must be shipped or delivered to the authorized location within the deadline stated in the return instructions.

A return authorization may expire if the product is not shipped within the stated period, generally 10 calendar days after authorization. Product-specific, supplier, manufacturer, warranty, statutory, or commercial-account deadlines may be shorter or longer.

The 14-day period is REACH Supply's voluntary ordinary-return window. It does not replace a longer or different cancellation, rejection, warranty, delivery, or refund right provided by applicable law.

4. Return authorization is required before shipment

Contact REACH Supply before shipping an ordinary return, exchange, defective-product return, warranty return, core return, or shipment-error return. Opening a claim or asking for support does not require prior approval, but the product must not be shipped until written return instructions are issued.

We may issue a return merchandise authorization, return authorization number, case number, shipping label, written instructions, or another approval record. Authorization is limited to the products, quantities, stated condition, reason, destination, carrier method, and deadline identified in the approval.

An authorization permits receipt and evaluation. It does not by itself guarantee a refund, exchange, credit, warranty approval, or finding that REACH Supply was at fault.

Unauthorized shipments may be refused or returned to the sender. Reasonable shipping, handling, storage, or recovery costs caused by an unauthorized shipment may be charged or deducted where they were disclosed and applicable law permits.

5. Use only the authorized return location

Products may be fulfilled by different warehouses, distributors, manufacturers, suppliers, or service providers. The correct return location may differ from the sender address, billing address, website contact information, carrier label, packing slip, or location that originally shipped the order.

Do not return a product to a REACH Supply office, supplier, manufacturer, warehouse, fulfilment location, or address printed on a package unless the written return instructions specifically direct you there.

To the fullest extent permitted by law, REACH Supply is not responsible for delay, loss, refusal, or additional costs caused by sending a product to an unauthorized or incorrect location. This does not apply where the customer reasonably followed incorrect written instructions issued by REACH Supply.

6. Condition required for an ordinary return

To qualify for a voluntary change-of-mind, excess-quantity, or incorrectly ordered return, the product must generally be:

• new, unused, uninstalled, unpowered, unprogrammed, and unmodified;
• complete with every component, accessory, manual, document, insert, label, seal, protective material, and promotional item originally supplied;
• in its original manufacturer packaging and shipping protection;
• free from writing, labels, tape, shipping marks, price tags, damage, dirt, odours, wear, or defacement on the product or retail packaging;
• in resalable condition, as reasonably determined during inspection; and
• accompanied by the required authorization and order documentation.

Opening an outer shipping carton for reasonable inspection does not by itself make a product ineligible. Opening, damaging, or removing a manufacturer seal, antistatic bag, sterile package, software seal, security seal, or retail package may affect voluntary-return eligibility where product integrity, authenticity, safety, licensing, or resale condition can no longer be verified.

Packaging restrictions for voluntary returns do not eliminate rights that may apply when the product is defective, misdescribed, damaged before delivery, or incorrectly supplied.

7. Products ineligible for voluntary return

Except where REACH Supply confirms otherwise in writing or mandatory law provides a remedy, the following are final sale or ineligible for a voluntary ordinary return:

• products that have been installed, connected, energized, used, programmed, registered, activated, paired, configured, modified, repaired, altered, cut, drilled, painted, keyed, engraved, duplicated, assembled, or customer-damaged;
• special-order, factory-order, sourced-on-request, custom, made-to-order, configured, programmed, keyed, cut-to-length, or customer-specific products;
• opened electrical, electronic, control, ignition, sensor, board, module, relay, switch, motor-control, security, access-control, CCTV, networking, software, licensing, or data-bearing products where return integrity cannot reasonably be verified;
• chemicals, cleaners, adhesives, lubricants, refrigerants, gases, hazardous or regulated goods, batteries, filters, consumables, personal-protection products, hygiene products, or products with limited shelf life;
• software, digital products, licence keys, subscriptions, downloads, activation codes, training, and completed service fees;
• clearance, liquidation, obsolete, discontinued, final-sale, as-is, open-box, or specially discounted products identified as restricted before purchase;
• products missing serial labels, identification labels, warranty labels, accessories, documentation, or original packaging;
• products damaged through incorrect selection, storage, handling, installation, voltage, use, maintenance, modification, removal, or return packaging; and
• any product clearly identified as non-returnable on the product page, quotation, invoice, order confirmation, or written communication before the order was accepted.

A final-sale or voluntary-return restriction does not remove mandatory rights relating to defects, misdescription, safety, non-delivery, or another matter for which applicable law provides a remedy.

8. Electrical, electronic, security, and control products

Electrical and electronic products are particularly sensitive to installation damage, electrostatic discharge, incorrect voltage, miswiring, programming, configuration, contamination, substitution, and hidden use.

For a voluntary non-defective return, these products must generally remain unopened in the original manufacturer packaging unless REACH Supply confirms otherwise.

If the packaging was opened, the product may be ineligible for an ordinary return and may instead require technical evaluation or the applicable warranty process. Opening, installing, or testing a product does not automatically eliminate a mandatory remedy for a proven defect or other non-waivable legal right.

9. Special, custom, and sourced-on-request orders

A product may be considered special order based on its normal stocking status, quantity, configuration, supplier requirements, manufacture-to-order status, customer specifications, or the fact that it was specifically sourced or allocated for the customer.

Special and custom orders cannot normally be cancelled or voluntarily returned after sourcing, allocation, manufacturing, programming, cutting, keying, customization, or supplier commitment has begun, provided that the restriction was disclosed before the order was accepted where required by law.

If a supplier or manufacturer accepts a special-order return as an exception, disclosed supplier charges, non-refundable costs, return freight, duties, brokerage, handling, and restocking charges may be deducted from the credit where permitted by law.

These restrictions do not eliminate remedies for products that are defective, materially misdescribed, incorrectly supplied, or otherwise subject to mandatory legal rights.

10. Incorrectly ordered or incompatible parts

The customer is responsible for confirming the correct model number, serial number, part number, revision, dimensions, voltage, connectors, intended application, and other compatibility requirements before ordering.

A product ordered incorrectly by the customer is not considered defective or incorrectly shipped. If it remains eligible for voluntary return, the customer is responsible for return shipping and any disclosed restocking or handling charge.

Compatibility assistance is based on the information supplied by the customer and information reasonably available to REACH Supply. It is not an unconditional guarantee where the model, serial, revision, application, or other information was incomplete or inaccurate.

If REACH Supply recommends a product based on complete and accurate information supplied by the customer and the recommendation is materially incorrect, contact us so the circumstances can be reviewed as a possible REACH Supply error rather than an ordinary customer-ordering return.

11. Wrong item, shipping damage, or shortage

Inspect the shipment promptly. Contact REACH Supply as soon as possible and preferably within 48 hours after delivery if:

• the product received differs from the product shown on the order;
• the shipment is visibly damaged or shows evidence of tampering;
• an item or component is missing; or
• the quantity received is incorrect.

Keep the product, outer carton, internal packaging, labels, packing documents, pallet, and all related materials. We may require photographs, serial numbers, model information, a signed statement, carrier inspection, or return of the shipment.

Do not install, use, modify, discard, repair, program, or continue handling an allegedly incorrect or damaged product unless authorized or immediate action is reasonably necessary for safety. Altering or disposing of evidence may affect the ability to verify the issue.

If REACH Supply or the fulfilling location made the error, we will provide an appropriate remedy and cover reasonable authorized return shipping. The 48-hour request helps preserve evidence and carrier or supplier claim rights; it does not remove a mandatory legal right that cannot be waived.

12. Defective products and dead-on-arrival claims

A product that does not operate as expected is not automatically defective. Incorrect selection, incompatibility, installation, wiring, programming, configuration, software, network conditions, other equipment, environmental conditions, or misuse can produce similar symptoms.

Contact REACH Supply before shipping or discarding the product. We may reasonably require diagnostic information, photographs, video, error codes, voltage readings, model and serial information, installation details, testing results, or confirmation that instructions were followed.

Depending on the product, applicable written warranty, and governing law, the remedy may include troubleshooting, repair, replacement, exchange, manufacturer support, supplier evaluation, component replacement, account credit, or refund. A manufacturer's or supplier's preferred process does not override a remedy that the applicable seller must provide under mandatory law.

Where a verified defect, damage, misdescription, or shipment error requires a return, responsibility for reasonable return costs will be determined by the applicable warranty and law. The customer will not be charged return shipping where the seller is legally required to bear that cost.

13. Warranty claims are different from ordinary returns

After the voluntary return period expires, or after a product has been opened, installed, used, activated, or configured, an alleged defect may be handled under the applicable written warranty and mandatory legal rights rather than as an ordinary return.

Manufacturer and supplier warranties vary in duration, coverage, exclusions, documentation, return requirements, and remedy. A written warranty may provide repair or replacement rather than a refund and may exclude labour, diagnosis, travel, removal, installation, freight, property damage, loss of use, consumables, misuse, and consequential costs to the extent permitted by law.

Written warranty terms are in addition to legal warranties, implied conditions, and remedies that cannot be excluded. See our Warranty Information page for additional details.

14. Manufacturer, supplier, and technical-support procedures

Some products require the customer or installer to contact the manufacturer, distributor, supplier, or technical-support provider before a return or warranty remedy can be evaluated. A case number, diagnostic record, installer information, remote troubleshooting session, proof of configuration, or manufacturer authorization may be required.

REACH Supply may coordinate with or direct a claim to the organization best able or contractually required to evaluate it. Failure to provide reasonably required information may delay the claim or prevent a determination under the applicable written warranty.

Where a manufacturer or supplier handles the claim directly, REACH Supply may assist with coordination but does not control that third party's testing or timing. This does not remove any responsibility or remedy that applicable law places on the contracting seller.

15. Return shipping costs

For a voluntary ordinary return, customer ordering error, compatibility error, excess quantity, or another reason not caused by REACH Supply, the customer is responsible for return shipping, insurance, brokerage, duties, packaging, carrier, and related costs.

If REACH Supply provides a prepaid label for customer-convenience reasons, the disclosed label cost and any carrier adjustment may be deducted from the refund where permitted by law.

REACH Supply will cover reasonable authorized return shipping when the return is required because REACH Supply or its fulfilling location supplied the wrong product, the product arrived damaged, or the applicable seller is otherwise required by law to bear the return cost for a defective or non-conforming product.

Collect-on-delivery, postage-due, or unauthorized freight shipments will not be accepted.

16. Packing and responsibility during return transit

Follow the packing and carrier instructions in the return authorization. Products must be protected with an outer shipping carton and appropriate cushioning. Do not place shipping labels, tape, or writing directly on manufacturer packaging.

For a customer-funded return, use a traceable service with appropriate insurance. The customer bears the risk of loss or damage caused by inadequate packaging or by using a return method that does not follow the authorized instructions, except where mandatory law provides otherwise.

Where REACH Supply provides the required prepaid label and the customer reasonably follows the packing and shipping instructions, responsibility for return transit will be determined by applicable law and the arrangements made with the carrier. Products received incomplete or with customer-caused return damage may be denied full credit or subject to a reasonable deduction.

17. Restocking fees and other deductions

An eligible non-defective voluntary return may be subject to a restocking fee of up to 35% of the product price, depending on the product category, order type, supplier or manufacturer requirements, packaging condition, inspection results, and costs reasonably incurred.

The applicable restocking fee will be disclosed on the product page, quotation, order record, or return authorization as required by law. A higher or product-specific fee may apply only to a special, commercial, freight, custom, supplier-approved, or exception return where it was properly disclosed and is legally permitted.

Additional reasonable deductions may include:

• original or return shipping that is non-refundable;
• prepaid-label charges and carrier adjustments;
• missing components, accessories, documents, packaging, or promotional items;
• customer-caused damage, defacement, reconditioning, repackaging, or reduced resale value;
• duties, brokerage, customs, storage, interception, or supplier fees; and
• discounts or credits that no longer apply after part of an order is returned.

No restocking fee will be charged solely because of a verified REACH Supply error, verified shipping damage, or a defect or non-conformity for which applicable law requires a remedy. A deduction may still apply for separate customer-caused damage, missing contents, or unauthorized alteration unrelated to the original issue.

18. Inspection and return acceptance

Returns are subject to receipt, verification, and reasonable inspection by REACH Supply or the authorized warehouse, supplier, manufacturer, warranty provider, or fulfilment location.

Inspection may confirm identity, serial number, quantity, condition, completeness, packaging, use, installation, programming, tampering, damage, claim reason, and compliance with the authorization.

A voluntary return may be refused, partially credited, reclassified as a warranty claim, or returned to the customer if it does not match the authorization or this policy. If a product is refused, the customer may be responsible for reasonable return-to-customer, disposal, or storage costs where those costs were disclosed and applicable law permits.

Inspection findings do not eliminate the customer's right to challenge the decision or exercise a mandatory legal remedy.

19. Refund method and timing

For a voluntary return, an approved refund is normally issued after the authorized location receives and completes the required inspection. REACH Supply may issue an earlier refund where appropriate or where applicable law requires it.

After approval, REACH Supply generally initiates the refund within 10 business days. Financial institutions and payment providers may require additional time to post the credit.

Refunds are normally returned to the original payment method. Account credit or another lawful method may be used when the original method is unavailable, the customer agrees, the original transaction used promotional or account credit, or a business-account agreement provides otherwise.

Original shipping, expedited service, special handling, duties, brokerage, and other completed services are generally non-refundable unless the charge resulted from a verified REACH Supply error, the service was not provided, or a refund is required by law.

Refunds arising from a statutory cancellation, shipping delay, non-delivery, or other mandatory right will be processed within the timeframe required by the applicable law, even where that timeframe differs from the voluntary-return process above.

20. Exchanges and replacements

Exchange and replacement availability depends on inventory, supplier approval, manufacturer procedures, payment status, the reason for the claim, and applicable law.

REACH Supply may require the original product to be received and inspected before a replacement is shipped, except where law requires another process. An advance replacement may require a new payment authorization or deposit and may be charged if the original product is not returned on time, is not the claimed item, is incomplete, or has unrelated customer-caused damage.

Where practical, REACH Supply may process a refund and ask the customer to place a new order rather than process a direct exchange.

21. Order cancellations

Contact REACH Supply promptly to request cancellation. A voluntary cancellation request is not effective until REACH Supply confirms it in writing. An order may become non-cancellable after supplier commitment, allocation, sourcing, transfer, customization, programming, label creation, packing, or shipment has begun.

If voluntary cancellation is no longer possible, the customer may need to receive the order and request a return under this policy. Non-returnable and special-order restrictions continue to apply.

Different rules apply where mandatory law gives the customer a right to cancel because of missing online-contract disclosures, failure to provide a required copy of the agreement, shipping delay, non-delivery, misrepresentation, or another statutory reason. Those rights are not limited by the voluntary cancellation language above.

22. Refused, unclaimed, and undeliverable orders

Refusing delivery, failing to collect an order, declining duties or fees, or allowing an order to be returned as undeliverable does not by itself constitute an approved voluntary cancellation or return.

After the shipment is received and inspected, any available credit will be calculated under this policy. Reasonable original shipping, return freight, carrier fees, address-correction charges, storage, duties, brokerage, handling, customer-caused damage, and an applicable disclosed restocking fee may be deducted where legally permitted.

This section does not limit a cancellation or refund right arising from an unlawful shipment delay, non-delivery, seller error, or another matter covered by mandatory law. See our Shipping & Delivery Policy.

23. Freight, oversized, fragile, and restricted products

Freight, palletized, oversized, overweight, unusually fragile, hazardous, or restricted products may have special return requirements and may be ineligible for voluntary return once dispatched where that restriction was disclosed and is legally permitted.

An approved return may require insured freight, palletization, dangerous-goods compliance, appointments, loading equipment, or a specific carrier. Freight charges and accessorial fees are generally non-refundable after the service has been performed, except where the charge resulted from seller error or a refund is required by law.

24. Core returns and refundable deposits

Some remanufactured or exchange products include a core deposit or require return of the original component. Core eligibility, deadline, condition, documentation, packaging, and shipping instructions are product-specific and should be reviewed before purchase.

A core credit is not final until the correct core is received and accepted. Incorrect, incomplete, disassembled, customer-damaged, contaminated, late, or non-rebuildable cores may receive reduced or no credit, subject to the disclosed core terms and applicable law.

25. Bundles, promotions, free items, and account credits

If a returned product was purchased as part of a bundle, quantity discount, promotion, free-shipping offer, rebate, free-item offer, or account-specific arrangement, the refund may be reasonably recalculated based on the products kept and the terms disclosed for the offer.

Free or promotional products associated with the returned item must also be returned in eligible condition or their disclosed or reasonable value may be deducted where permitted by law.

26. Trade, wholesale, commercial, and business orders

Trade, wholesale, commercial, institutional, government, export, and other business purchases may be subject to stricter return terms, shorter deadlines, supplier restrictions, separate account agreements, quotation terms, purchase-order terms expressly accepted by REACH Supply, or final-sale treatment.

Unless a separate written agreement states otherwise, business customers are responsible for confirming quantities, specifications, compatibility, approvals, and project requirements before ordering.

Canadian and U.S. trade accounts are approved, priced, invoiced, and administered separately. Approval or terms on one storefront do not automatically apply to the other storefront.

27. Chargebacks and payment disputes

Where practical, contact [email protected] before filing a payment dispute so we can identify the transaction and attempt to resolve the issue.

A payment dispute does not itself create a return authorization or determine the underlying delivery, damage, defect, or refund issue. REACH Supply may provide relevant transaction, delivery, return, warranty, and communication records to the payment provider or reviewing institution in accordance with our Privacy Policy and applicable law.

If a dispute is opened while a return, refund, replacement, or investigation is pending, REACH Supply may pause duplicate processing while the status is confirmed. If a customer receives a refund, payment reversal, replacement, and retained product resulting in duplicate recovery, the customer must cooperate in returning the product or correcting the duplicate payment where legally permitted.

Nothing in this section prevents a customer from reporting genuine unauthorized use or exercising a lawful payment-dispute or credit-card remedy.

28. Return abuse, substitution, and fraud

REACH Supply may deny a voluntary return, restrict an account, require additional verification, preserve evidence, or take lawful recovery action where there is credible evidence of return substitution, serial-number mismatch, missing contents, knowingly false claims, product swapping, counterfeit returns, excessive abusive activity, misuse of duplicate refunds, or other fraud.

Returned products may be photographed, weighed, serialized, tested, and compared with fulfilment and manufacturer records.

This section does not permit adverse action merely because a customer makes a good-faith complaint, exercises a mandatory consumer right, or files a legitimate payment dispute.

29. Mandatory consumer rights

This policy does not exclude or limit a consumer warranty, condition, cancellation right, rejection right, refund right, repair or replacement remedy, payment-dispute right, or legal protection that cannot be excluded or limited in the customer's jurisdiction.

Canada

Canadian consumer-protection and sale-of-goods rights vary by province and territory. Rights may apply to online-contract disclosures and copies, delivery deadlines, misrepresentation, product quality, fitness, durability, correspondence with descriptions, and hidden defects. In Quebec, legal warranties may apply automatically in addition to any written manufacturer warranty or voluntary return policy.

United States

U.S. rights may arise under federal and state law, including rules governing advertised shipping times, required delay notices, prompt refunds for qualifying cancelled unshipped orders, truthful return-policy disclosures, written warranties, and damaged, defective, or incorrectly supplied merchandise.

Where mandatory law conflicts with this policy, the mandatory law applies. The remaining provisions continue to apply to the fullest extent permitted.

30. Start a return or report a problem

To request return instructions, report damage or shortage, or ask about a defective product, use the Support Center or contact:

Include the storefront used, order number, product or part number, quantity, reason for the request, photographs where relevant, whether the package was opened or the product installed, and any manufacturer or technical-support case number.

Do not ship or discard the product until written instructions are issued.