Return & Refund Policy

At Surge Arrest Canada Inc., we strive to ensure our customers are completely satisfied with their purchases. If you are not entirely happy with your order, we are here to help.

Ensuring that you choose the correct product for your needs is important to us, and we recommend that you contact us directly for assistance prior to purchasing if you are uncertain about what is required.
Please note that our products cannot be used on a trial basis.

Return Window

We offer a thirty (30)-day return policy, starting from the date you receive your order, to request a return or exchange.

However, if at any time there is an issue with the unit, you can reach out to us to initiate support with our Technical Support Team for troubleshooting. We will provide you with a case number and the necessary links to complete the troubleshooting steps.

Eligibility Conditions

To be eligible for a return, the item must be:

  • Unused and in the same condition in which you received it.
  • In its original packaging, with all tags and labels still attached.
  • Accompanied by a receipt or proof of purchase (e.g., your order number).

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Digital products

How to Initiate a Return

To start a return, please follow these steps:

  1. Contact our Customer Service Team via our Contact Us form or by email at info@surgearrest.ca within the specified return window.
  2. Provide your order number, details of the item(s) you wish to return, and the reason for the return.
  3. Note: Each return must be assessed and approved by the respective manufacturer. Based on your provided information, we will raise a case with their Technical Support Team to troubleshoot the issue. You will receive a case number and links to complete the troubleshooting steps.
  4. If your return is accepted, we will provide you with a Return Merchandise Authorization (RMA) number and a return shipping label, along with instructions on how and where to send your package.
  5. Package the item(s) securely, ideally in the original packaging and clearly mark the RMA number on the outside of the package.

Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to our error (e.g., you received a defective or incorrect item).
  • If we cover return shipping, a prepaid label will be provided. Please note that the original shipping costs for your order are non-refundable.
  • If applicable, a restocking fee may be deducted from your refund. This will be determined by the manufacturer on a case-by-case basis.

Refunds and Processing Time

Once we receive and inspect your returned item(s), we will send you an email notification.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
  • Please allow four (4) business days for the refund to be processed and appear in your account, as processing times vary between financial institutions.

Exchanges

If you would like to exchange an item for a different specification or model, please follow the return process outlined above and indicate that you would like an exchange.
Exchanges are subject to product availability.

Questions

For any questions or concerns regarding your return, refund, or exchange, please contact us at:📧 info@surgearrest.ca
📞 +1 905-839-7496

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