1. Overview
This policy applies to purchases through ReachSupply.ca. REACH Supply is the seller; “REACH Supply Canada” identifies the Canadian storefront. A supplier or warehouse fulfilling an order does not take over the seller’s legal responsibilities.
This is the main policy for voluntary returns, cancellations, shipping problems and refund administration. It forms part of the Terms & Conditions. Product-specific restrictions must be disclosed at the required time before purchase.
A change-of-mind or ordering-error return is different from a remedy for a defective, unsafe, misdescribed, undelivered or incorrectly supplied product. Detailed product-warranty information is provided in Warranty Information.
2. Choose the right route
Use Returns & Warranty Requests to ask for a return or report damage, missing items, incorrect items, a delivery problem or a suspected defect. Use the Support Center for billing, account or other questions.
Read the return and cost rules below before shipping. For coverage, diagnosis and replacement details, read Warranty Information. A policy page explains the rules; the request portal submits your case.
3. Return request window
Request a voluntary return of an eligible non-defective product within 14 calendar days after delivery, unless a different lawful period was disclosed and accepted for the product or order.
The request must identify the order and item. Timely submission does not by itself approve the return; eligibility and condition must also be checked. Once authorized, ship within the deadline in the written instructions, generally 10 calendar days after authorization.
Return instructions can specify handling and a reasonable shipping deadline, but cannot retrospectively shorten an agreed eligibility period or a statutory right. The 14-day program does not limit a remedy for defects, non-delivery, statutory cancellation or another protected issue.
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 voluntary-return program treats the following as 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 in this Returns & Refunds Policy 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 under this Returns & Refunds Policy, 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. Submit the issue through Returns & Warranty Requests and keep the product and packaging until written instructions are provided.
12. Defective products and warranty claims
A suspected defect is different from an ordinary change-of-mind or ordering-error return. Do not use the voluntary-return rules on this page to decide whether a defective product is covered.
For warranty coverage, diagnosis, evidence requirements, exclusions, manufacturer procedures, available remedies, labour or installation costs, replacement timing, recalls, registration, territorial restrictions, and Canadian statutory warranty rights, read Warranty Information.
To report a suspected defect, keep the product and relevant evidence and start through Returns & Warranty Requests. Do not ship or discard the item until the appropriate written instructions are issued, subject to safety instructions and mandatory law.
13. Return shipping costs
For a voluntary ordinary return under this Returns & Refunds Policy, 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.
14. 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.
15. Restocking fees and other deductions
An eligible non-defective voluntary return may have a disclosed restocking fee of up to 35% of the product price. The applicable fee depends on the product, order and accepted return conditions. It is not an automatic deduction from every return.
A fee or calculation method must be disclosed before purchase where required. A return authorization confirms an applicable fee; it cannot introduce a new charge after the sale. A different fee for a special, commercial, freight, custom or exception return requires the applicable prior disclosure and lawful agreement.
Other deductions may cover disclosed non-refundable shipping, a convenience return label, missing components, separate customer-caused damage, reasonable loss of resale value or promotion adjustments. We will explain the basis and will not recover the same cost twice.
No restocking fee is charged solely because of verified REACH Supply error, shipping damage or a defect or non-conformity for which a legal remedy is required. Statutory refunds and return-cost rules take priority over this voluntary program.
16. Inspection and return acceptance
Returns under this Returns & Refunds Policy 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.
17. Refund method and timing
For an approved voluntary return, inspection is normally completed before the refund is issued. After approval, REACH Supply generally initiates the refund within 10 business days. Your financial institution may need additional time to post the credit.
Refunds normally go to the original payment method, including the corresponding refundable tax. An agreed lawful alternative may be necessary where that method is unavailable or the transaction was paid using account or promotional credit. Store credit is not substituted for a monetary refund required by law without a lawful basis.
Original shipping and completed special services are generally non-refundable for a voluntary return, except where the charge arose from seller error, the service was not provided or a refund is legally required. An uncaptured payment authorization is voided or released rather than refunded; bank hold-release times are outside our direct control.
For statutory cancellations, non-delivery and other mandatory remedies, the legal deadline and required amount apply. They are not postponed until voluntary approval, supplier reimbursement or a carrier investigation is complete.
18. 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.
19. Order cancellations
Request an ordinary cancellation promptly through the Support Center or by email. A voluntary cancellation is confirmed when REACH Supply accepts it in writing; cancellation may no longer be possible after supplier commitment, allocation, customization, packing or dispatch.
Those operational limits do not apply in place of a statutory right to cancel. Online-contract disclosure failures, a missing contract copy, qualifying delays, non-delivery or misrepresentation may give separate rights under the applicable provincial or territorial law.
You may give a statutory notice using any method permitted by law. You do not have to obtain portal approval, provide an inaccessible order number or wait for a carrier trace before exercising a time-limited legal right. We will provide return instructions and refunds within the applicable legal periods.
20. 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.
21. 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.
22. 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.
23. 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.
24. 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.
Trade-account approval, pricing, minimum-order rules, quotations, and return terms may differ from consumer terms and may be supplemented by a written account agreement or accepted quotation.
25. Chargebacks and payment disputes
For a billing concern, you may contact the Support Center or email [email protected]. For a transaction you did not authorize, notify your financial institution promptly. You do not need REACH Supply’s permission to exercise a lawful payment-dispute right.
We may give the payment provider relevant order, delivery, return and communication records, subject to the Privacy Policy and applicable law. A dispute does not itself decide whether a product is defective or authorize a particular return.
We may coordinate with the provider to prevent paying the same refund twice, without delaying a mandatory refund. Any duplicate monetary recovery must be corrected only as permitted by law. Keeping a product is not automatically improper: some statutory outcomes allow the customer to retain it without further obligation.
26. 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.
27. Mandatory consumer rights
Consumer-protection, sale-of-goods and online-contract rights vary by province or territory and by the transaction date. They may protect quality, fitness, durability, accurate descriptions, delivery, required disclosures, contract copies, cancellation and refunds.
In Québec, legal warranties apply automatically where the law applies and may be enforced against the merchant or manufacturer. A voluntary return policy or manufacturer’s shorter written term does not replace them. See Canadian warranty rights.
For British Columbia distance sales, the rules applying to contracts entered into on or after 1 August 2026 include updated disclosure and cancellation requirements. See Consumer Protection BC’s online-purchase guidance for the applicable circumstances and time limits.
Where mandatory law conflicts with this policy, the law controls. Good-faith complaints, honest reviews and lawful disputes do not remove your rights.
28. Start a return or report a problem
To request return instructions, report damage or shortage, or ask about a defective product, start with Returns & Warranty Requests. For unrelated account, billing, or general questions, use the Support Center.
Customer Support · Canada
Phone: +1 888 619 1122
Email: [email protected]
Website: reachsupply.ca
Include your 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.
Request written shipping instructions and retain the relevant evidence, subject to safety instructions and mandatory law.
