Refund policy
RETURNS & REFUNDS POLICY
By completing a purchase on our website, you acknowledge and agree to the terms outlined below:
Except where another remedy is required under applicable consumer protection laws, all sales are final.
Due to the sensitive and hygienic nature of the products we sell, including masks, test kits, and other personal health products, we do not accept returns or exchanges unless an item is defective or an error occurred on our end.
Orders placed and submitted cannot be cancelled, edited, or modified once processing has begun.
DEFECTIVE ITEMS
If you receive a defective item, you are required to contact us at contact@ppe-supply.com within three (3) days of delivery.
Your email needs to include:
- Your order number
- A clear description of the defect
- Photo or video evidence clearly showing the defect
- A clear image of the packing slip included with your order
Failure to provide all required information or to report the issue within this timeframe may limit our ability to investigate or provide a resolution.
Once a defect has been confirmed, we will determine the appropriate resolution, which may include a replacement of the defective item at no additional cost. Refunds are not issued for defective items unless required under applicable consumer protection laws.
Items damaged due to misuse, improper storage, or use beyond their stated expiry date are not considered defective.
WRONG ITEMS RECEIVED
If you receive an incorrect item due to an error on our end, you are required to contact us within three (3) days of delivery.
Your email needs to include:
- Your order number
- A clear image of the item(s) received
- A clear image of the packing slip included with your order
Once reviewed, we will determine the appropriate resolution and provide further instructions as needed. Refunds are not issued for wrong-item errors unless required under applicable consumer protection laws. Failure to provide all required information may limit our ability to investigate or provide a resolution.
WRONG ITEMS PURCHASED (CUSTOMER ERROR)
Items purchased in error by the customer, including incorrect size, colour, quantity, or product selection, are not eligible for refunds or exchanges.
EXPIRY DATES
Unless otherwise stated on the product listing, all products are shipped with a minimum expiry of six (6) months from the date of order.
Expiry dates are printed on product packaging. Any concerns related to expiry dates are required to be reported within three (3) days of delivery. Products used beyond their expiry date are not eligible for replacement or refund.
DISCOUNT CODES
Discount codes must be applied at checkout and cannot be applied retroactively after an order has been placed.
Expired discount codes are not accepted. Discount codes cannot be stacked, and only one discount may be applied per order.
DISCOUNT CODES – SUBSCRIPTIONS
Subscription orders receive a standard subscription discount. Additional discount codes or promotional offers cannot be applied to subscription orders.
SALE PRICING
Sale prices are valid only during the stated promotional period. Orders placed after a sale has ended are charged at regular retail pricing. Sale pricing is not honoured retroactively.
DELAYS, HOLDS, AND SHIPPING ISSUES
Delivery delays, carrier holds, and service interruptions are handled in accordance with our Shipping & Delivery Policy. Please refer to our Shipping & Delivery Policy for full details.
We do not issue refunds for delivery delays or shipping issues outside of our reasonable control, including delays caused by shipping carriers, weather conditions, traffic incidents, accidents, mechanical issues, or access restrictions.
Customers are responsible for retrieving parcels held at carrier facilities or access points within the carrier’s designated timeframe. If a parcel is returned to us due to non-collection or failed delivery attempts, additional shipping charges may apply. Refunds or credits are not issued in these cases.
DELIVERY AND LIABILITY
Once a parcel has been marked as delivered by the shipping carrier or delivery partner, responsibility for the parcel transfers to the recipient.
We are not responsible for stolen parcels, unattended deliveries, or parcels delivered to an incorrect address due to customer-provided information. Refunds or replacements are not issued in these scenarios, except where required under applicable consumer protection laws.
SIGNATURE REQUIREMENT
Orders with a total value of $299.00 or more require a signature upon delivery.
If you choose to waive or release a required signature through the shipping carrier or delivery partner, you assume full responsibility for the delivery. We are unable to assist with issues arising from released or waived signatures, and refunds or replacements are not provided in these cases.
COLOUR DISCLAIMER
Please keep in mind we do our best to ensure that our photos are as true to colour as possible. However, due to variations in device screen settings, lighting conditions, and digital photography limitations, we cannot guarantee that the colour displayed on your screen will be an exact match to the colour of the product received.
Product images are provided for reference only and should be used as a general guide. Variations in colour do not constitute a defect and are not eligible for refunds or exchanges.
ORDER ISSUES AND REPORTING TIMELINE
Any issues with an order, including defective items or incorrect items received, must be reported to contact@ppe-supply.com within three (3) days of delivery.
Failure to notify us within this timeframe may limit our ability to investigate or resolve the issue.
FINAL NOTES
This Returns & Refunds Policy is intended to be read in conjunction with our Shipping & Delivery Policy. Where applicable, both policies apply.