1. Warranty overview
This page explains product warranties and warranty claims for purchases through ReachSupply.ca. REACH Supply is the seller identified for the Canadian storefront; a manufacturer or other provider may issue an additional written warranty.
For ordinary returns, cancellations, restocking and refunds, use the Returns & Refunds Policy. This page adds the product-specific warranty details rather than creating a second return policy.
2. Who provides the warranty
Unless REACH Supply expressly issues a separate written warranty for a specific product, an additional written product warranty is normally provided by the applicable manufacturer, distributor, supplier, warranty administrator, or other identified warrantor.
REACH Supply may assist with claim intake, documentation, technical information, return instructions, shipment, replacement, or account credit on behalf of that warrantor or fulfilment provider. Providing that assistance does not make REACH Supply the manufacturer or create coverage beyond the applicable written warranty.
REACH Supply remains responsible for obligations imposed on it as seller or merchant by applicable federal, provincial, or territorial law. The product listing, written warranty, manufacturer literature, quotation, invoice, or claim instructions may identify the applicable warrantor and process.
3. Coverage and duration vary by product
There is no single written warranty duration covering every product in the catalogue. Review the item’s listing and the applicable manufacturer or other warranty document for its term, starting date, eligible application and remedy.
A written term may start at purchase, shipment, delivery, installation, registration or another event stated in that warranty. We can help identify available documentation through the Support Center.
Absence or expiry of an additional written warranty does not, by itself, end an applicable statutory or implied warranty. Those rights depend on the governing law and circumstances.
4. Inspect and verify the product before installation
Before installing, connecting, powering, programming, cutting, keying, modifying, or using a product, check:
- the complete part number, equipment model and serial number, revision, voltage, connectors, dimensions, and intended application;
- the product and packaging for visible shipping damage;
- that required components, accessories, labels, and documentation are present; and
- that installation, configuration, licensing, registration, code, and safety requirements can be met.
Shipping damage, shortages, and an item that does not match the order should be reported promptly and are handled under the Shipping & Delivery Policy and Returns & Refunds Policy. Whenever practical, report those issues before installation.
5. Report suspected defects promptly
Report a suspected defect within the applicable written-warranty period and as soon as reasonably possible after discovering the problem. Prompt reporting helps preserve evidence, complete diagnosis, obtain authorization, and meet manufacturer or supplier deadlines.
Some voluntary warranty programs use short defective-on-arrival, registration, diagnostic, or return periods. A contractual notice period does not override a mandatory right that applies under federal, provincial, or territorial law.
6. How to start a warranty claim
Start through Returns & Warranty Requests before shipping, discarding, materially altering, or arranging an unauthorized repair of the claimed product. REACH Supply will review the order, item, reported condition, and available evidence and advise which claim route applies.
A claim may be administered 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.
Do not ship a product to a sender, warehouse, supplier, or office address unless written return instructions identify that location for the claim.
7. Information and evidence that may be required
Depending on the product and claim, you may be asked for:
- the REACH Supply order number, invoice, and proof of purchase;
- product name, complete part number, model number, serial number, date code, and clear photographs of labels;
- equipment manufacturer, complete equipment model and serial number, and intended application;
- installation date, failure date, symptoms, error codes, and operating conditions;
- installer or technician information, licence details where applicable, and diagnostic findings;
- photographs or video of the product, packaging, installation, wiring, connections, damage, and failure;
- voltage, resistance, pressure, temperature, software, network, configuration, or other relevant test information;
- a manufacturer technical-support case number or written authorization; and
- return of the claimed product, packaging, accessories, or supporting components where required for evaluation.
Incomplete or inaccurate information may delay a claim because the warrantor may be unable to determine whether a covered defect exists.
8. Diagnosis and troubleshooting
A symptom does not by itself 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 diagnosis, testing, labour, service calls, removal, installation, or other third-party expenses unless reimbursement is approved in writing before the expense is incurred or is required by applicable law.
9. Keep the claimed product and related evidence
Keep the claimed item and relevant labels, accessories, records and available packaging while return or inspection is reasonably required. We will provide written instructions when evaluation is complete or the item may be disposed of.
Do not perform unnecessary dismantling or repairs that could destroy evidence. Missing packaging or altered evidence is assessed in context; it is not an automatic reason to deny a statutory remedy.
Safety instructions and mandatory legal rules take priority. You are not required to retain dangerous goods contrary to safety directions or to return goods where the law removes that obligation.
11. Available warranty remedies
A covered claim may lead to corrective instructions, repair, replacement of a component or product, an agreed credit or a refund. The actual remedy depends on the written warranty and applicable law.
A revised, superseding, remanufactured, refurbished or functionally equivalent replacement may be used only where the warranty, lawful agreement and applicable law allow it. A materially different substitute is not imposed without the consent required for the transaction.
A written warranty may lawfully give its provider a choice of remedies, but it does not override a statutory remedy against REACH Supply or the manufacturer. Store credit cannot replace a refund required by law merely because a supplier offers credit.
12. Replacement timing and advance replacements
Timing may depend on diagnosis, return instructions, inspection, parts availability and the approved remedy. REACH Supply will communicate the relevant next step; an internal or supplier process does not extend a mandatory legal deadline.
A separate paid order is an optional way to obtain an urgently needed item while a claim is reviewed. It is not a condition of receiving a remedy required by law and does not guarantee a credit for the original item.
An optional advance replacement may require an agreed payment authorization or deposit and clearly stated return conditions. Any charge must be authorized and lawful.
13. Shipping, freight, duties, and handling costs
Warranty programs differ on responsibility for transportation. Depending on the written warranty and applicable law, the customer may be responsible for packaging, insurance, shipment to an authorized location, freight, duties, brokerage, or related costs.
A manufacturer or supplier may instead provide a label, reimburse approved shipping, or ship a replacement without charge. Where consumer-protection law requires a seller, manufacturer, or other warrantor to bear costs necessary to provide a covered remedy, those legal requirements control.
Do not send collect-on-delivery, postage-due, or unauthorized freight shipments.
14. Labour, diagnosis, removal, and installation costs
Many replacement-part warranties are parts-only unless the written warranty expressly includes labour. Unless approved in writing or required by applicable law, 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, equipment rental, or project delay;
- loss of use, lost revenue, spoilage, data loss, or consequential business costs; or
- charges from a technician, installer, contractor, customer, or other third party.
If a warranty program offers labour reimbursement, obtain the required authorization before work is performed.
15. Common exclusions
A written warranty may exclude normal wear or damage actually caused by misuse, unsuitable storage, incompatible equipment, incorrect installation, wiring, voltage, configuration, contamination or another cause outside its lawful coverage.
The cause and the actual warranty terms matter. A product is not automatically outside all protection simply because it is an electrical part, consumable, filter, seal or other category, or because it has been opened, installed, maintained or repaired.
Unauthorized modification or third-party work may affect a claim where it caused the relevant damage or another lawful condition applies. It does not remove an unrelated statutory right merely because a third party worked on the equipment.
16. Electrical, electronic, security, and control products
Electrical and electronic products can be affected 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 a right that cannot lawfully be waived. Damage actually caused by improper installation, modification, repair, wiring, configuration, or handling may be excluded where the applicable warranty and law permit.
17. Compatibility or incorrect selection is not a product defect
A correctly supplied item is not necessarily defective because it does not fit or solve a different equipment problem. Confirm the complete part number, equipment model and serial number, revision, specifications and intended application before ordering; Find the Right Part provides compatibility assistance.
If REACH Supply gave a materially incorrect description or express recommendation after you supplied complete and accurate information, the issue will be reviewed as possible seller error or non-conformity, not automatically dismissed as your selection error.
A customer ordering error may qualify for a voluntary return under the Returns & Refunds Policy where the item remains eligible.
18. Commercial, trade, wholesale, and rental use
Some written 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.
Business, trade, wholesale, resale, industrial, institutional, and rental purchases may also be treated differently under applicable consumer-protection or sale-of-goods legislation. Review the product warranty and any quotation or account terms that apply to the transaction.
19. Registration, records, and proof of purchase
Some manufacturers request registration within a stated period to receive particular voluntary-warranty benefits. Complete any registration required by the written warranty unless REACH Supply has agreed in writing to do so for you.
Keep the invoice, order confirmation, written warranty, model and serial information, installation date, installer records, maintenance records, and technical-support communications for the full warranty period.
A registration requirement in a voluntary manufacturer warranty does not remove statutory rights that apply independently under Canadian law.
20. Transferability, original purchaser, and territory
A written warranty may be limited to the original purchaser, original installation, original equipment, authorized territory, or country of purchase. Coverage may differ if the product or equipment is resold, exported, moved, or used outside its intended market.
Cross-border warranty service, shipping, parts availability, certifications, and authorized service can differ. Review territorial restrictions before exporting or relocating a product.
21. Warranty on repaired or replacement products
Unless the written warranty or applicable law states otherwise, a repaired or replacement product may be covered for the remaining period of the original written warranty rather than restarting the original term.
A replacement may be new, remanufactured, refurbished, revised, superseding, or functionally equivalent where the applicable warranty and law permit. Packaging or appearance may differ from the original product.
Any statutory warranty or mandatory remedy that applies independently continues according to applicable law.
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 another remedy permitted by the written warranty and applicable law.
A replacement may require different installation, configuration, adapters, or related products. Responsibility for those additional costs depends on the applicable warranty and mandatory legal rights.
23. Warranty claims versus ordinary returns
An ordinary return generally concerns an eligible product the customer no longer wants or ordered incorrectly. A warranty claim concerns an alleged defect or failure covered by a written or statutory warranty.
Warranty claims are not governed solely by the voluntary ordinary-return window and may require manufacturer procedures, diagnosis, repair, replacement, or inspection. Conversely, opening a warranty claim does not automatically make a non-defective product eligible for an ordinary return.
For non-defective returns, review the Returns & Refunds Policy. For a suspected defect, use Returns & Warranty Requests.
24. Recalls and product-safety notices
A safety recall, corrective action, or manufacturer service campaign is separate from an ordinary warranty claim and may have its own instructions, eligibility rules, or remedy.
If a product is subject to a recall or safety notice, follow the instructions issued for that specific notice. Canadian recalls and safety alerts can be searched through the Government of Canada recalls and safety alerts database.
If you believe a product presents an immediate safety risk, stop using it where it is safe to do so and follow the manufacturer or government safety instructions before attempting further operation or repair.
25. Canadian warranty and statutory rights
Provincial and territorial consumer-protection and sale-of-goods laws may provide statutory or implied warranties in addition to a manufacturer’s written warranty. Applicable rights depend on the transaction, product, use, province or territory and relevant dates.
Québec: where the Consumer Protection Act applies, legal warranties protect normal use, reasonable durability, freedom from hidden defects and conformity with descriptions and representations. A consumer may seek the applicable remedy from the merchant or manufacturer; a manufacturer-only referral does not remove the merchant’s obligations.
See the Government of Canada warranty overview and the Québec consumer office’s legal-warranty guidance.
A special warranty that applies to a specified complete appliance is not automatically the warranty for every replacement part. The applicable protection must be assessed for the product actually sold.
26. Mandatory legal rights
Written manufacturer warranties and this Warranty Information page are in addition to any statutory warranty, condition, remedy, or legal protection that cannot be excluded or limited under applicable federal, provincial, or territorial law.
If mandatory law conflicts with a written warranty or this page, mandatory law applies. The remaining provisions continue to apply to the fullest extent permitted.
27. Start a warranty claim
Start with Returns & Warranty Requests for a suspected defect. Provide the order and item details, symptoms, relevant dates and available evidence. Do not carry out hazardous tests or upload unrelated personal information.
If the order cannot be found, a product is not selectable or the portal is unavailable, use the Support Center or email us. A portal eligibility message is not a final determination of your legal rights.
Email: [email protected]
Phone: +1 888 619 1122
Follow written return instructions, subject to safety requirements and mandatory law.
