Refund policy
REFUND / RETURN POLICY
Last updated: January 2026
Thank you for shopping with Convoy-Westcan Industrial Supplies & Fasteners. We stand behind the products we sell and aim to make policies clear and fair for industrial and 3D-printing customers.
Our products are sold primarily for commercial, industrial, and professional use. By placing an order, the customer confirms they have reviewed specifications and suitability prior to purchase.
ITEMS THAT ARE NOT ELIGIBLE FOR RETURN
• 3D printers, AMS units, scanners, and related hardware — final sale once shipped, including unopened units.
• Filament and other consumables — final sale.
• Open-box, used, installed, or modified items — not returnable.
• Clearance, special-order, custom, or made-to-order items — not returnable.
• Items purchased in error, ordered incorrectly, or found to be incompatible with the customer’s equipment or use case.
Manufacturer warranty may apply where offered by the manufacturer; see “Defects & DOA” below.
ELIGIBLE RETURNS (BY PRIOR APPROVAL ONLY)
For any other product category, a return may be considered only with our written approval (RMA) and only if the item is brand new, unopened, and in resalable condition with all factory seals intact and all accessories/manuals included.
• Time window: Return request must be submitted within 14 days of delivery.
• Restocking fee: 15% of the item price (up to 20% for special-order items), deducted from the refund.
• Shipping: Original shipping charges are non-refundable. The customer is responsible for return shipping. If an order originally shipped under a “free shipping” promotion, our actual outbound shipping cost will be deducted from the refund.
• Condition check: All returns are inspected. Missing or damaged packaging, accessories, or signs of use may result in refusal or additional deductions.
HOW TO REQUEST A RETURN (RMA REQUIRED)
Email sales@convoywestcan.ca with:
• Order number, purchase date, and item SKU/serial number (if applicable)
• Reason for the request and confirmation the item is unopened
• Photos of the sealed packaging (may be required)
Do not ship anything back until you receive written RMA instructions. Unauthorized returns may be refused.
DEFECTS & DOA (ARRIVES DAMAGED OR NOT WORKING)
If your shipment arrives damaged or appears defective on arrival:
• Notify us within 48 hours of delivery at sales@convoywestcan.ca with photos of the box, packaging, and product.
• Retain all packaging while we assist with a carrier claim and/or direct you to the manufacturer’s warranty process (most 3D printers require troubleshooting and service directly through the manufacturer).
• If we shipped the wrong item, we will correct it at our cost.
• DOA or defective items do not automatically qualify for a refund. Resolution may include troubleshooting, repair, replacement, or manufacturer-directed service at our discretion.
EXCHANGES
Exchanges are handled as a return (subject to the policy above) plus a new order. Where approved, restocking fees and shipping terms apply.
REFUND TIMING & METHOD
Approved refunds are processed to the original payment method within 5–10 business days after inspection. Bank and credit-card posting times vary. Refunds cannot be issued to a different payment method.
RETURN SHIPPING, RISK OF LOSS & PACKING
Until the item is received and inspected at our facility, the shipment remains the customer’s responsibility. Use the provided RMA label (if applicable), pack securely in the original carton with all factory packing, and insure the shipment for its full value. Items damaged in transit due to inadequate packing may be refused.
CROSS-BORDER ORDERS
Duties, taxes, and clearance fees are non-refundable. Refused or undeliverable shipments may incur return freight and handling charges, which will be deducted from any approved refund.
CONTACT
Convoy-Westcan Industrial Supplies & Fasteners
(a division of 6885919 MB Ltd.)
A4-1692 Dublin Avenue, Winnipeg, MB, Canada
Phone: 204-694-6010
Email: sales@convoywestcan.ca
GST/HST No. 81169 4033 RT001 | Business No. 81169 4033 MC001
This policy is governed by the laws of Manitoba and the federal laws of Canada applicable therein.