Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If for any reason you're not, you may request a return within 21 days of the delivery date, subject to the conditions below.

Eligibility for Returns

• Item must be unused, uninstalled, and in its original packaging with all parts, accessories, and documentation.
• Products showing signs of use, installation, or modification are not eligible for return or refund.
• All returns require prior authorization from DirectIndustrial.ca. Unauthorized returns will be refused.

Non-Returnable Items

The following items are not eligible for return under any circumstances:

• All control panels (Home Management, Universal, Relay, etc.)
• All custom colours
• All special orders or custom configurations built to customer specifications
• All sale items (unless otherwise indicated)

Fees & Refund Deductions

• 30% restocking fee on approved returns
• 3% administration fee
• Return shipping is paid by the customer

After the returned item is received and inspected at our warehouse, eligible refunds will be issued to the original method of payment within 7–10 business days.

For refunds requested before shipment, an administrative fee of 3% will be deducted from the refund amount.

Damaged or Defective Items

If your order arrives damaged or develops a defect covered by warranty, contact us immediately. We will replace the defective or damaged parts at no cost to you. In these cases, DirectIndustrial.ca will not charge restocking or administration fees.

How to Initiate a Return

Email info@directindustrial.ca with the following:

• Your order number
• Photos of the product and packaging (if applicable)
• A brief explanation of the reason for return

We'll provide a Return Authorization Number and instructions for shipping the item back to us.