RETURNS POLICY – CANADA
This Returns Policy ("Policy") governs all purchases from ca.jbracks.com unless otherwise specified. Before making a purchase, please familiarise yourself with this Policy to understand your rights and our obligations.
This Policy operates in addition to, and does not limit, any rights you may have under applicable Canadian consumer protection legislation, including the Competition Act (Canada) and applicable provincial consumer protection legislation such as the Consumer Protection Act (Ontario) or equivalent legislation in your province or territory.
1. Our Commitment to Customer Satisfaction
Your satisfaction is paramount to us. This Policy does not limit any statutory rights you may have as a consumer under applicable Canadian federal or provincial law. Where there is any inconsistency between this Policy and your statutory rights, your statutory rights prevail.
2. Defective Goods
If our products are faulty, not as described, or not fit for purpose, then we will either repair or replace the products, or if that is not possible, provide you with a full refund. These rights apply in addition to any warranty rights set out in our Terms and Conditions.
We will cover all shipping and handling costs associated with returns due to product defects or safety issues.
3. Change of Mind
We do not offer refunds for change of mind or if you find a similar product cheaper elsewhere, except where required by applicable Canadian consumer protection legislation.
4. Returns Fee Policy
Due to the high costs associated with shipping, inspecting, and restocking returned items, a returns fee of CAD $165 may apply. This policy helps us maintain competitive pricing while ensuring that returned items are properly processed and handled.
• For returns due to product defect or safety issues: JB Racks will cover all shipping and returns fees.
• For other returns (e.g., change of mind where permitted by law): the customer is responsible for all shipping costs and the CAD $165 returns fee.
5. Damaged Products During Delivery
If your product is damaged during delivery:
• Contact us at HERE immediately.
• Provide photos of the damage and the packaging.
• Return the damaged product with all its original packaging.
To help us process your claim, you should provide photographic evidence within 48 hours of delivery.
6. Other Returns
If a product is damaged beyond repair:
• Stop using the product immediately.
• Send photos of the damage to HERE within 7 days.
• Claims under this clause must be made within 1 month of receiving the product.
To be eligible for a replacement or refund, the product must meet the conditions outlined in this Policy.
7. Exceptions to Returns
We may refuse returns if:
• The product was misused, causing the issue.
• You were aware of the product's problems before purchase.
• You requested specific service alterations against our advice.
We are not obliged to give you a refund if you damage the product through abnormal use, misuse, or negligence. These exceptions do not limit any rights you have under applicable Canadian consumer protection legislation.
8. Data on Returned Products
Ensure you back up and remove any sensitive data from products before returning them. JB Racks is not responsible for data loss or transfer during repair or replacement.
9. Refurbished Products
Products sent for repair may be replaced with refurbished goods of equivalent quality and functionality. Repairs might also use refurbished parts.
10. Response Time
We aim to process repair, replacement, or refund requests within 14 days of receiving the returned product. We will keep you informed of progress throughout the process.
11. Return Process
To ensure clarity, here are the steps for initiating and completing a return:
|
Step |
Details |
|
1. Initiate Return |
Contact JB Racks at HERE within 30 days of delivery and provide details of the issue. |
|
2. Provide Photos |
Email clear photos of the item(s) and a description of the issue to HERE. |
|
3. Assessment Response |
JB Racks will respond within two business days to confirm if a returns fee applies and how to proceed. |
|
4. Post Return |
If applicable, item(s) must be shipped back in original packaging (where possible). |
|
5. Remedy Provided |
After inspection, JB Racks will notify you of the remedy (refund, repair, or replacement). |
12. Your Statutory Rights
Nothing in this Policy affects your statutory rights as a Canadian consumer. If you are unsatisfied with our resolution, you may contact the applicable consumer protection authority in your province or territory, including:
Ontario: Consumer Protection Ontario — www.ontario.ca/consumerprotection
British Columbia: Consumer Protection BC — www.consumerprotectionbc.ca
Quebec: Office de la protection du consommateur — www.opc.gouv.qc.ca
Other provinces: contact your provincial consumer affairs office.
13. Contact Information
For any queries related to this Policy or to request refunds, repairs, or replacements, please contact us:
JB Racks Pty Ltd (ACN 660 480 946)
Website: ca.jbracks.com
Email: support@jbracks.com
Address: 81 Pine Avenue, Glenelg North SA 5045, Australia
