Returns & Refunds

1. What qualifies for a refund

To be eligible for a refund, the product must meet one of the following:

• It is defective or not working as intended.
• It is materially different from how it was described.
• It is unused, in its original packaging, and undamaged (with all original accessories, manuals, and parts).

All returns are inspected on receipt. We may reject a return outright on receipt if:

• The product is damaged beyond what reasonable inspection would cause.
• The product has been installed, used, modified, or altered.
• Parts, accessories, manuals, or original packaging are missing.
• The product is a made-to-order or custom item not authorized for return.
• The shipment was sent without a valid RMA, or to an address other than the one we specified.

If we reject a return, we'll explain why. You can choose to have the product shipped back to you at your cost, or have us dispose of it. If we don't hear from you within 30 days of notifying you of the rejection, we may dispose of the product at our discretion without further credit to you.

Where a return is borderline — for example, light handling marks or minor packaging damage — we may issue a partial refund reflecting the product's condition rather than rejecting outright.

2. Defective, damaged, or wrong items

If your product arrives defective, damaged in transit, or you received the wrong item, contact us within 7 days of delivery. In these cases:

• We'll cover return shipping.
• No restocking or cleaning fees apply.
• We'll send a replacement or issue a full refund — your choice.

We'll ask for photos of the product and packaging before issuing the RMA. This helps us resolve your claim and process it with the manufacturer.

What isn't a defect: Wear from normal use, abrasion from the material being conveyed, or chemical degradation from incompatible substances are not manufacturing defects. Dust collection components are designed to be worn down over their service life — that's the job. Match hose, gasket, and ductwork materials to your application before ordering, and ask us if you're not sure.

3. Proof of purchase

We require an order number or other proof of purchase to process any refund.

4. Items that can't be returned

• Sale and clearance items.
• Made-to-order and custom products (cancellation may be possible before manufacturing — see section 5).
• Products that have been installed, modified, altered, or used beyond what's reasonable for inspection.
• Products returned without a valid RMA or sent to an address other than the one we specified.

5. Order cancellations

You can cancel a standard stock order at any time before it ships, at no charge. Email support@airmaxsystems.ca with your order number.

Made-to-order and custom products can only be cancelled before manufacturing begins. Once production has started, cancellation may be subject to charges for materials, labour, and a 15% administrative fee, up to the full order value. We'll tell you what the cancellation charge is before confirming the cancellation, so you can decide whether to proceed.

6. How to request a return

To start a return, sign in to your account, go to My Account → Orders, locate the order, and click Return Items. Select the product(s), choose a reason, and submit your request.

We'll review your request and respond within 2 business days with one of:

• An approved Return Merchandise Authorization (RMA), including the return address and any specific packaging or customs requirements.
• A request for additional information (such as photos).
• A decision that the product is not eligible for return, with the reason.

Returns sent without a valid RMA, or sent to an address other than the one provided with your RMA, cannot be accepted or refunded.

7. Shipping your return

Returns must be sent to the address specified on your RMA, which may be a manufacturer's facility rather than ours. Returns sent to any other address can't be accepted or refunded.

You are responsible for return shipping costs on change-of-mind returns, and original shipping charges are not refundable. We strongly recommend a tracked and insured shipping service — we can't issue a refund for a return that is lost or damaged in transit.

Any customs, duties, or brokerage fees on the return shipment are the customer's responsibility. If your RMA includes specific customs or packaging instructions, follow them carefully to avoid delays and extra fees.

Pack the product carefully in its original packaging where possible. If the product arrives damaged or with missing parts, we may reduce or reject the refund (see section 1).

Once your RMA is issued, you have 14 calendar days to ship the return. Returns shipped after this window may be refused or refunded only as store credit.

8. Fees

Change-of-mind returns are subject to:

• A restocking fee of 25% of the product price.
• A cleaning fee of 25% if the product requires cleaning (dust, debris, oil, etc.) before resale.

These fees do not apply to defective products, damaged-in-transit items, or items not as described.

9. Refund processing

Once your return has been received and inspected, we'll process your refund within 10 business days to the original payment method. Refunds can't be issued to a different card, account, or person. Allow 3 to 6 weeks in total from the time you ship your return to when the refund appears, as transit and inspection times vary.

Refunds are issued in the currency of the original purchase.

If your refund can't be processed to your original payment method

In rare cases, a refund to your original card or account may fail — most commonly because the card has expired, been replaced, or the account has been closed. If this happens:

• Your card issuer will typically apply the refund to your replacement card automatically.
• If no replacement card exists, your card issuer will usually deliver the refund by cheque or bank deposit.
• If the refund is returned to us, we'll contact you to arrange an alternative — either store credit or a cheque mailed to the address on file.

To reduce the risk of refund issues, we recommend returning eligible products as soon as possible after receiving your RMA.

10. Questions

You can request a return at any time from your order history at My Account → Orders → Return Items. For questions about an existing return or this policy, email support@airmaxsystems.ca.