Our policy lasts 30 days. If 30 days have gone by since the reception of your purchase, unfortunately we can’t offer you a refund or exchange.
That means you hou have to communicate by email with our customer service within 30 days following the reception of the merchandise if you wish to obtain a refund or an exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Non-refundable items:
- Gift cards
- Replacement bulbs
- Unpacked batteries
- Delivery fees
- Special order or custom and clearance items.
*We reserve the right to modify this list of non-refundable items unilaterally and without notice.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Warranty
Some equipment is still covered under the manufacturer's original warranty. In that case, it will be mentioned on our web site.
For example, any G1 SCBA comes with a lifetime warranty.
For other equipment, we warranty that these are fully functional. If we perform some repairs on it, we offer a 3 months warranty on our labour.
You can also take advantage of our 1-month satisfaction warranty on all the equipment. We offer this guarantee on everything we sell on our website, except for some equipment we choose to sell without any warranty. In those cases, it will be mentioned in the item description.
For MSA warranties – see the link below.
https://ca.msasafety.com/warranties
Return and exchange procedure
By mail
1. Obtain your Return Merchandise Authorization (RMA) by contacting our customer service by email.
2. After getting your RMA number, continue with the following steps.
3. Print and fill the Return and exchange form to return with your defective product.
4. Insert in your parcel the return form and a copy of your invoice or purchase order.
5. Properly package the products for transportation.
6. Be sure to send us all the necessary documents with the returned product. These documents are the return form and a copy of your invoice or purchase order.
7. Send your package to the address on the Return and exchange policy.
8. Restocking fees of 20% will be deducted from your refund.
There will be no return, exchange or refund accepted without a RMA number.
Our team needs the return form with an RMA number and a copy of your invoice or purchase order to process your return. We won't be able to accept any return or process any refund or exchange if these two documents are not with your parcel.
You are responsible for your returned shipment. See our returns shipment policy down below for more information.
Condition of the merchandise
The returned merchandise must be intact in its original packaging. This includes unused warranty bonds, instruction manuals, CUP code as well as all parts or accessories provided by the manufacturer.
If the returned merchandise is incomplete or damaged, we reserve the right to refuse to take back the merchandise, send back the merchandise at your expense, and/or restock the merchandise at your expense.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
How will I be refunded?
If you paid with a credit card, your credit card will be credited the same amount debited, except for delivery fees and restocking fees as soon as possible upon reception of the merchandise. You will be advised by email. Please allow a delay until your refund appears on your credit card statement.
If you charged your order to your customer's account, your invoice will be cancelled and a new invoice will be issued and sent to you for delivery fees and restocking fees if applicable.
Delivery fees
Delivery fees are not refundable, except for shipment errors or defective products. The return and exchange policy must be strictly respected.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@911firefighting.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@911firefighting.com and send your item to:
5205 J. Armand Bombardier
Longueuil, J0L 2R0
Quebec, Canada
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If your parcel doesn’t reach our office or if it is damaged during transportation, we cannot offer any refund or exchange. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We cannot be held responsible in the event of a lost package, broken package or shipping delays. No compensation will be offered in such event.
To return your product, you should mail your product to:
5205 J. Armand Bombardier
Longueuil, J0L 2R0
Quebec, Canada
