Returns and Warranty

This policy is for www.aartech.ca retail customers.  For dealer/pro customers please visit our Aartech Pro returns policy page.

We want you to be 100% satisfied, so we are here for you if you have any problems with, or questions about your purchase.  Your purchase includes FREE technical support.  Plus we offer flexible, easy returns. 

• New unopened merchandise returned within 30 days of invoice will receive a refund for the full product value.
• If you believe you have a defective product we are here to support you.  We ask that you first contact the manufacturer's support as they can often remedy the problem faster and without a return.  If you still require assistance please submit a support request and include any available manufacturer's case number or reference, and we'll help or provide further instructions.  Final determination of defective status and processing is at the discretion of Aartech and the product manufacturer.

Merchandise that has been installed, used, marred, altered, damaged can not be returned and falls under manufacturer's warranty.

Special orders, software, batteries, books and installation tools are not eligible for credit or refund.  Batteries included with products are not covered by warranty.  An order may be deemed special order based on whether it's a stock item or based on quantity ordered.

Prior to returning any item(s), please fill out our return request form to obtain a return merchandise authorization (RMA) number. Returns MUST be pre-approved, and must be returned complete with original documentation, accessories and packaging in original condition or they may be refused (returned to sender) and/or additional restocking charges will be levied at our discretion.

Do not write on, or attach labels to the product, product packaging or documentation.  We will refuse returns where product packaging has been defaced, damaged, or altered in any way.

Freight charges are non refundable and shipping costs will be deducted from non-defective returns.

We will not be responsible to the loss or damage of returned item(s) by couriers, so we suggest that you insure your shipments and ensure they can be traced with a delivery signature for your protection. Items damaged during shipping will be refused or returned to the sender at senders expense.

REFUSED and UNDELIVERABLE SHIPMENTS

Any refused shipments or orders that cannot be delivered for any reason including incorrect or incomplete address, missing buzzer codes, customer unavailable for delivery, etc. that are returned to us by the courier will be assessed a 15% restocking fee plus the cost of the returned shipment and the original freight cost. If the customer requests that these orders be re-shipped, we will waive the 15% restocking charge.  Refused international shipments will be refunded less a $25 restocking fee and we will also deduct round trip freight and any duties, taxes, brokerage fees that may be charged.

DEFECTIVE PRODUCT UNDER MANUFACTURER'S WARRANTY

Defective product under warranty is subject to the manufacturer's warranty policies and procedures. Product warranty is the responsibility of the manufacturer and Aartech Canada does not accept any additional liability.   Aartech Canada will do our best to facilitate warranty where possible for your convenience. These items may be be repaired or replaced with a similar model or in some cases we may refer your case to the manufacturer for support at our discretion. Some manufacturers (eg. D-Link) require the end user to deal with them directly for warranty support or authorization, and we will honour their procedures where applicable.

TECHNICAL SUPPORT

We offer free technical support on product purchased directly from Aartech Canada.  For product purchased from other resellers or other online stores please contact your place of purchase or the equipment manufacturer.  Our free technical support is meant to help answer initial set-up questions and to help if something goes wrong. We request that you contact the manufacturer for support first as they are normally able to provide the best support of their own brand.   We reserve the right to limit technical support at our sole discretion and where we feel the customer/installer requires more support than we can provide in a reasonable time by telephone or ticket.  At our sole discretion we may require the customer to hire a professional for installation, set up or programming. 

THANK YOU for your business!