Refund policy

FULL OFFICE CANADA OPERATING INC. — Refund and Return Policy. Applies to every order placed on fulloffice.ca and shipped within Canada.

This policy tells you exactly what you can send back, how long you have, who pays the return freight and what — if anything — it costs you. Read section 4 before you buy something you are not sure about, and section 6 before you ship anything back.

1. The short version

• If the problem is ours, it costs you nothing. Damaged in transit, wrong item, missing item, or dead on arrival — we pay the return freight and you get a full refund or a replacement. No restocking charge, ever.
• If you simply changed your mind, you have 14 days from delivery, the product must be unopened and in its factory seal, you pay the return freight, and a restocking charge applies from day 8 onward.
• Every return needs an RA number from us before you ship anything. Parcels sent back without one are refused at the door.

2. Return matrix — find your situation here

3. Damaged, wrong or dead on arrival — this never costs you anything

Damage in transit. If the box is crushed, torn, wet or clearly mishandled, refuse it in front of the driver — that is the cleanest outcome and we ship you a replacement immediately. If you only discovered the damage after accepting the parcel, tell us within 48 hours and send photos of the outer box, the packing material and the product. Keep all the original packaging until the claim is closed; the carrier can require an inspection and without the packaging the claim dies.

Wrong or missing product. Tell us within 3 business days of delivery. Send the packing slip and a photo of what actually arrived, including the label on the product box. We correct it at our cost.

Dead on arrival. A product that never worked out of the box is DOA. You have 30 days from delivery. We pay the return freight and refund or replace it, your choice.

Report a DOA the day you find it — do not sit on it. Several manufacturers hold us to a much shorter window than the 30 days we give you (on some factory-sealed units it is as little as 10 days), and reporting early is what lets us process your case without friction. The 30 days are yours regardless; reporting early just makes it faster.

4. Changed your mind — 14 days, in two stages

If there is nothing wrong with the product and you simply do not want it, you can return it within 14 days of delivery, provided it is:

• Unopened, with the factory seal intact. Once the seal is broken the product is no longer new and we cannot resell it.
• Complete — original box, manuals, cables, accessories and any documentation.
• Free of stickers, writing or shipping labels applied directly to the product box. Never write or tape anything on the product box itself; put it inside an outer shipping carton.

What it costs you:

• Days 1 to 7 from delivery: no charge. You get 100% of the product price back. You pay only the return freight.
• Days 8 to 14 from delivery: a 20% restocking charge is deducted from your refund, plus the return freight.
• After day 14: we no longer accept change-of-mind returns.

The 20% is not profit. It is partial recovery of what the return costs us with our distributors: inbound freight, inspection, repackaging and the restocking fee they charge us. We would rather you take a few days to decide than pay it — which is why the first seven days are free.

The 20% never applies when the problem is ours

Read this carefully. The 20% restocking charge applies only to change-of-mind returns, and only from day 8 to day 14. It is never charged when the product arrived damaged, when we sent you the wrong product, when the order arrived incomplete, or when the product failed out of the box. In any of those cases you pay nothing at all — not the restocking charge and not the return freight.

5. What we cannot take back at all

These are final sale. It is not a preference on our part — our distributors will not take them back from us either, and we are telling you before you buy rather than after you try to return it:

• Special orders and custom-configured products — anything built, configured or brought in specifically for your order.
• Opened or empty OEM consumables — toner, ink and cartridges lose all value once the seal is broken.
• Clearance and liquidation items, sold as such at the time of purchase.
• End-of-life or discontinued products.
• Software and licences that have been activated, redeemed or registered — including licence keys delivered electronically.
• Lithium batteries that have been put into service or damaged. A used or damaged lithium battery is regulated dangerous goods and cannot legally be shipped back as an ordinary parcel. Take it to a recycling drop-off under your provincial program instead: epra.ca/provincial-programs.

6. How to return something — the RA number

Nothing may be shipped back to us without an RA (Return Authorization) number issued in advance. Parcels that arrive without one are refused and returned to sender at your expense. There are no exceptions to this — not because we are being difficult, but because an unlabelled parcel cannot be matched to an order or to a distributor claim, and it simply gets lost.

1. Contact us by email, phone or WhatsApp (section 11) with your order number, the product and what is wrong.
2. We issue your RA number and tell you the exact address to ship to. The return address is on the RA and it is not always our Vancouver office — depending on the product it may go directly to a distributor warehouse. Ship only to the address on the RA.
3. Write the RA number on the shipping label of the outer carton. Do not write it on the product box, and do not tape anything to the product box.
4. Ship it within the validity window. An RA number expires, typically in 14 days. If it lapses, ask us to reissue it before shipping — a parcel arriving against an expired RA is treated as unauthorized.

Return freight

• When the fault is ours — damaged, wrong, incomplete or DOA — we cover the return freight and send you what you need to ship it back.
• On change-of-mind returns you pay the return freight, prepaid. We do not accept collect shipments or COD, and any parcel sent to us collect is refused.
• Use a trackable service. Until the parcel physically arrives at the address on the RA, it is at your risk. If it is lost or damaged on the way back and there is no tracking, there is nothing anyone can claim against.

7. Brands handled directly by the manufacturer

For some brands the manufacturer runs its own returns and warranty program and we are not permitted to take the product back ourselves. We do not disappear on you — we open the case, give you the reference and follow it through — but the decision and the timeline belong to the manufacturer:

• Canon (hardware)
• D-Link
• HPE — opened or defective units are not accepted for return
• Cisco Meraki — all sales are final; warranty and replacement run entirely through Meraki
• Cisco factory-direct products — DOA only
• Ubiquiti — handled at rma.ui.com
• Logitech Video Collaboration
• Yealink

If you are buying one of these brands and the return terms matter to you, ask us before you order and we will tell you exactly what applies.

8. Warranty after the first 30 days

After the DOA window closes, a product that fails is covered by the manufacturer’s warranty, for the term and under the conditions that manufacturer publishes. Contact us and we will identify the right program, open the case and give you the case or RMA number — you do not have to work it out alone. Warranty service normally means repair or replacement rather than a refund, and the manufacturer decides which.

Keep your invoice. It is the proof of purchase date that every warranty program asks for, and you can always request a copy from us.

9. Cancelling before it ships

You can cancel an order at no cost as long as it has not shipped. Once a tracking number has been issued the order is on its way and it becomes a return under this policy. We process orders within 24 business hours, so if you want to cancel, tell us quickly — email, phone or WhatsApp, whichever is fastest for you.

If a product turns out to be unavailable after you ordered, we contact you with the options and, if you choose to cancel, refund you in full.

10. Your refund

Once your return is received and inspected, we email you the outcome. Approved refunds are issued within 5 business days to the original payment method. We cannot refund to a different card or a different account than the one that paid.

• Card, Apple Pay, Google Pay and PayPal. The refund is issued to the same account. Your bank or card issuer then takes its own time to post it — usually a few business days, occasionally up to one full statement cycle. That part is outside our control.
• Wire transfer in CAD. Refunded by wire to the account the payment came from. Banks charge a fee to send a wire, typically $15–$40 CAD. If the return is our fault — damaged, wrong, incomplete or DOA — we absorb that fee. On a change-of-mind return the actual bank fee is deducted from your refund, in addition to the restocking charge if it applies.
• Wire transfer in USD. We refund the same amount in the same currency you sent. We do not convert to CAD and back, so exchange-rate movement between your payment and your refund does not change what you receive from us. Your own bank’s conversion, if any, is between you and your bank.
• Shipping charges. Where shipping was charged on the original order, it is refunded when the return is our fault, and not refunded on a change-of-mind return.
• Taxes. GST, HST, PST, QST and RST are refunded in proportion to the amount refunded.

To send a wire refund we need your banking details. That is personal financial information: we collect only what the bank requires to execute the transfer, use it for nothing else, and handle it under our Privacy Policy and PIPEDA. We never ask you for government-issued identification in order to process a return.

11. Talk to a person

You do not need to fill in a form or wait for a ticket queue. Any of these reaches a person who can issue your RA:

• Email: help.ca@fulloffice.com
• Phone: +1 672 867 3023
• WhatsApp: +1 (437) 797 6380
• Hours: Monday to Friday, 8:00 am to 6:00 pm Pacific Time

FULL OFFICE CANADA OPERATING INC.
1407 – 1500 Hornby St, Vancouver, BC V6Z 1T9, Canada

12. Your rights under Canadian law

Nothing in this policy limits the rights you have under the federal and provincial consumer protection laws that apply to you, including the statutory warranties in your province and, in Quebec, the Consumer Protection Act. Where this policy gives you more than the law requires, the policy applies. Where the law gives you more than this policy, the law applies — even if this document says otherwise.

This policy is governed by the laws of the Province of British Columbia and the federal laws of Canada applicable in it. You are never required to pursue a claim outside Canada.

How your order gets to you — delivery times, carriers, transit damage and the 30-day delivery rule — is set out separately in our Shipping Policy.