1. Overview
This Warranty Information page explains the general warranty process for products purchased through ReachSupply.ca and ReachSupplyCo.com. The seller for an order is the REACH Supply legal entity identified on the order confirmation or invoice.
REACH Supply sells products from many manufacturers and product categories through a distributed sourcing and fulfilment network. Warranty duration, coverage, exclusions, documentation, testing, return requirements, and remedies therefore vary by product, warrantor, destination, and applicable law.
2. Who provides the warranty
Unless REACH Supply expressly issues a separate written warranty for a specific product, any written product warranty is provided by the applicable manufacturer, distributor, supplier, warranty administrator, or other identified warrantor.
REACH Supply may assist with intake, documentation, communication, return authorization, shipment, replacement, or account credit on behalf of the warrantor or fulfilment provider. Providing that assistance does not make REACH Supply the manufacturer or create warranty coverage beyond the applicable written warranty. REACH Supply remains responsible for any obligations imposed on it as the seller by applicable law.
The product listing, warranty document, manufacturer literature, quotation, invoice, or written claim instructions may identify the applicable warrantor and process.
3. Coverage and duration vary by product
Many products include a manufacturer warranty, but the term can range from a short defective-part period to one year or longer. Some products carry no additional written warranty beyond mandatory legal rights.
Coverage may begin on the date of purchase, shipment, delivery, installation, manufacture, registration, activation, or another date specified by the warrantor. Available written warranty information will be shown in the product listing, included with the product, or provided on request where supplied to REACH Supply.
A statement that a product is “covered by manufacturer warranty” means the written warranty actually offered by that manufacturer or other warrantor, subject to its lawful conditions and claim process. It does not reduce statutory or implied rights that cannot be waived.
4. Inspect and verify the product before installation
Before installing, connecting, powering, programming, cutting, keying, modifying, or using a product, verify:
- the part number, model number, serial number, revision, voltage, connectors, dimensions, and intended application;
- that the product and packaging show no visible shipping damage;
- that all required components, accessories, and documentation are present; and
- that any installation, configuration, licensing, registration, or safety requirements can be met.
Shipping damage, shortages, and wrong-product claims follow our Shipping & Delivery Policy and Refund & Returns Policy. They should not be treated as warranty defects after installation.
5. Report suspected defects promptly
A suspected defect must be reported within the applicable warranty period and as soon as reasonably possible after discovery. Delayed reporting may affect the ability to preserve evidence, diagnose the problem, obtain authorization, or meet a manufacturer or supplier deadline.
Some programs impose short defective-on-arrival, registration, diagnostic, or return deadlines. Contact REACH Supply promptly rather than waiting until the end of the stated warranty term.
6. How to start a warranty claim
Contact REACH Supply before removing, returning, discarding, repairing, or replacing the product. We will review the available information and advise which process applies.
The claim may be handled by:
- REACH Supply customer support;
- the manufacturer or its technical-support department;
- a distributor, supplier, fulfilment location, or warranty administrator;
- an authorized service provider; or
- another organization designated by the warrantor.
Following the assigned process is a condition of claim administration. Do not send a product to any address until written instructions are issued.
7. Information and evidence that may be required
A complete claim may require:
- REACH Supply order number, invoice, and proof of purchase;
- product name, part number, model number, serial number, date code, and photographs of labels;
- equipment manufacturer, equipment model and serial number, and application;
- installation date, failure date, symptoms, error codes, and operating conditions;
- installer or technician name, company, licence information where applicable, and diagnostic findings;
- photographs or video of the product, packaging, installation, connections, wiring, damage, and failure;
- voltage, resistance, pressure, temperature, network, software, configuration, or other test information;
- manufacturer technical-support case number or written authorization; and
- return of the claimed product, packaging, accessories, and supporting components.
Incomplete or inaccurate information may delay the claim or prevent the warrantor from determining whether a covered defect exists.
8. Diagnosis and troubleshooting
A symptom does not necessarily establish that the purchased product is defective. Similar symptoms can result from another component, incorrect selection, incompatible equipment, wiring, voltage, configuration, software, network conditions, installation, environmental conditions, maintenance, contamination, or misuse.
The warrantor or its representative may require troubleshooting, testing, photographs, video, remote support, service documentation, or inspection before authorizing a remedy.
REACH Supply does not reimburse unauthorized diagnosis, testing, labour, service calls, removal, installation, or other third-party expenses unless that reimbursement is expressly approved in writing before the expense is incurred or required by law.
9. Keep the claimed product and related evidence
Keep every product claimed to be defective, together with its packaging, labels, accessories, and relevant components, until REACH Supply confirms in writing that it may be discarded.
A manufacturer, supplier, carrier, insurer, payment provider, or warranty administrator may require the product to be returned or inspected. Retain the claimed product until REACH Supply confirms in writing that it may be discarded or until the claim, including any requested inspection or return, has been fully resolved.
Discarding, altering, repairing, disassembling, or losing the product before the claim is resolved may prevent verification and may affect the claim to the extent permitted by applicable law.
11. Available warranty remedies
The applicable warrantor determines whether a covered defect exists and which remedy is available. Depending on the warranty, the remedy may include:
- technical support or corrective instructions;
- repair of the original product;
- replacement of a component or the product;
- a new, remanufactured, refurbished, or functionally equivalent replacement;
- manufacturer or supplier credit;
- REACH Supply account credit; or
- a refund where the warrantor, REACH Supply, or mandatory law authorizes one.
The customer may not require a particular remedy when the applicable written warranty gives the warrantor the choice of repair, replacement, credit, or another resolution, unless mandatory law gives the customer a specific remedy.
12. Replacement timing and advance replacements
A replacement is not guaranteed to ship immediately. Processing may depend on troubleshooting, authorization, return receipt, inspection, manufacturer approval, inventory, and supplier availability.
If an immediate replacement is required for operational reasons, the customer may place and pay for a new order. The original claim will be evaluated separately. A new purchase does not guarantee that the original product will receive warranty credit.
An advance replacement, when offered, may require a 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 is found ineligible.
13. Shipping, freight, duties, and handling costs
Warranty programs differ on who pays shipping. The customer may be responsible for shipping the product to the authorized location, insurance, packaging, freight, duties, brokerage, and related costs.
A manufacturer or supplier may provide a label, reimburse approved shipping, or ship a replacement without charge where its warranty provides that benefit. Do not assume that shipping is covered unless confirmed in writing.
Collect-on-delivery, postage-due, or unauthorized freight shipments will not be accepted.
14. Labour, diagnosis, removal, and installation costs
Most replacement-part warranties are parts-only unless the written warranty expressly includes labour. Unless required by law or approved in writing, warranty coverage does not include:
- diagnosis, troubleshooting, service calls, travel, mileage, or overtime;
- removal, installation, reinstallation, programming, configuration, calibration, or testing;
- permits, inspections, access, lifting, freight, equipment rental, or project delay;
- loss of use, lost revenue, spoilage, data loss, property damage, or consequential costs; or
- charges from a technician, installer, contractor, customer, or other third party.
Any labour reimbursement must be expressly authorized by the applicable warrantor before work is performed.
15. Common warranty exclusions
Coverage is determined by the specific warranty and applicable law. To the extent lawfully included in that warranty, common exclusions may include failure or damage caused by:
- incorrect selection, incompatibility, improper application, or use outside stated specifications;
- incorrect installation, wiring, voltage, polarity, gas, pressure, water quality, airflow, networking, configuration, or programming;
- accident, misuse, abuse, negligence, improper storage, handling, transport, or maintenance;
- unauthorized repair, alteration, modification, disassembly, tampering, or removal of labels or serial numbers;
- normal wear, cosmetic change, corrosion, contamination, scale, dirt, filters, lamps, fuses, batteries, seals, gaskets, consumables, and other wear items;
- power surge, brownout, electrical supply, lightning, water, fire, freezing, weather, pests, chemicals, or environmental conditions;
- use with incompatible products, accessories, software, equipment, or systems;
- failure to follow instructions, codes, maintenance requirements, registration requirements, or safety procedures; and
- damage occurring after delivery that is unrelated to a manufacturing defect.
16. Electrical, electronic, security, and control products
Electrical and electronic products may be damaged by electrostatic discharge, wiring errors, voltage, grounding, polarity, incompatible equipment, programming, network configuration, environmental conditions, or installation.
Claims involving boards, modules, controls, sensors, switches, motors, CCTV, access control, networking, locksmith electronics, software-enabled products, or similar items may require detailed diagnosis and manufacturer authorization.
Opening, installing, powering, programming, configuring, maintaining, or repairing an item does not by itself eliminate rights that cannot lawfully be waived. However, an ordinary return may no longer be available after use or installation, and damage actually caused by improper installation, modification, repair, wiring, configuration, or handling may be excluded from warranty coverage.
17. Compatibility or incorrect selection is not a warranty defect
A product is not defective merely because it does not fit, communicate with, operate in, or solve the problem in the customer’s equipment when the product supplied matches the order.
The customer should confirm part number, model, serial, revision, specifications, voltage, connectors, dimensions, software, intended application, and regional requirements before ordering. REACH Supply remains responsible for supplying the item ordered and for product representations required by applicable law.
An incorrectly ordered product may be considered under our Refund & Returns Policy if it remains eligible, but incorrect selection alone is not a product defect.
18. Commercial, trade, wholesale, and rental use
Some warranties apply only to residential or original-consumer use, provide shorter coverage for commercial or rental applications, or exclude particular industries, equipment types, regions, or uses.
Trade and wholesale customers must review the warranty for the intended application and inform REACH Supply when a product will be used commercially, institutionally, industrially, for resale, or in rental equipment if that information affects coverage.
Separate account, quotation, project, or manufacturer terms may apply.
19. Registration, records, and proof of purchase
Some manufacturers require registration within a stated period to receive the full warranty term or particular benefits. The customer is responsible for completing required registration unless REACH Supply agrees otherwise in writing.
Keep the invoice, order confirmation, product warranty, model and serial information, installation date, installer records, maintenance records, and technical-support communications for the full warranty period.
If proof of purchase or registration is unavailable, a warrantor may calculate coverage from the manufacture or shipment date or may deny the claim, subject to applicable law.
20. Transferability, original purchaser, and territory
A warranty may be limited to the original purchaser, original installation, original equipment, authorized territory, or country of purchase. It may not transfer when the product or equipment is resold, exported, moved, or used outside the intended market.
Cross-border warranty service, shipping, parts availability, certifications, and authorized service may differ. The customer is responsible for reviewing territorial restrictions before exporting or relocating a product.
21. Warranty on repaired or replacement products
Unless the applicable warranty states otherwise, a repaired or replacement product is covered only for the remaining period of the original warranty and does not restart or extend the warranty term.
A replacement may be new, remanufactured, refurbished, revised, superseding, or functionally equivalent. Packaging and appearance may differ from the original product.
22. Discontinued or unavailable products
If an identical product is discontinued or unavailable, the warrantor may provide a repair, component, superseding part, functionally equivalent replacement, credit, or other remedy allowed by the warranty.
A replacement product may require different installation, configuration, adapters, or related products. Those additional costs are not covered unless the warrantor or mandatory law expressly provides otherwise.
23. Warranty claims versus ordinary returns
An ordinary return concerns an eligible product the customer no longer wants or ordered incorrectly. A warranty claim concerns an alleged defect after delivery, opening, installation, or use.
Warranty claims are not governed solely by the ordinary return window and may require manufacturer procedures, diagnosis, repair, replacement, or inspection. Conversely, a non-defective product does not become returnable merely because a warranty claim was opened.
24. Payment disputes and duplicate recovery
Contact [email protected] before filing a payment dispute so the product and warranty process can be reviewed.
A payment dispute does not itself establish a defect, create warranty approval, or permit the customer to retain both the product and a reversed payment. REACH Supply may provide relevant order, delivery, diagnostic, warranty, return, inspection, replacement, refund, and communication records to the payment provider or reviewing institution.
If the customer receives a refund, chargeback, replacement, and/or 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 limits the right to report genuine unauthorized use or exercise a lawful payment-dispute right.
25. Country-specific terms
Canada
Consumer warranty and sale-of-goods rights are governed primarily by provincial and territorial law and may apply automatically in addition to a manufacturer’s written warranty. These rights vary by jurisdiction. In Quebec, legal warranties concerning use, durability, conformity, and hidden defects may apply automatically and cannot be waived by this policy.
United States
Federal and state warranty laws may provide rights in addition to a written manufacturer warranty, including implied warranties where applicable. Nothing in this policy requires use of a branded part, service, or repair provider as a condition of warranty coverage except where that condition is lawful or the item or service is provided without charge under the applicable warranty.
Consumer protections may differ from terms applying to business, trade, wholesale, resale, industrial, institutional, or rental purchases.
26. Mandatory legal rights
Manufacturer warranties and this policy are in addition to any consumer warranty, condition, remedy, or legal protection that cannot be excluded or limited in the customer’s jurisdiction.
Where mandatory law conflicts with a written warranty or this policy, the mandatory law applies. The remaining provisions continue to apply to the fullest extent permitted.
27. Start a warranty claim
To report a suspected defect or request warranty instructions, contact:
Email: [email protected]
Include the order number, product and part number, equipment model and serial number, installation date, failure date, symptoms, photographs, diagnostic information, and any manufacturer or technician case number.
Do not return or discard the product until written instructions are issued.