Returns & Refunds

Commercial equipment returns aren’t like consumer returns — once a unit’s been installed, plumbed, wired, or run, the resale value drops fast. Our return policy reflects that reality. The terms below are standard for the industry, but we’ve tried to write them in a way you can actually read.

The basic terms

• 30 calendar days from delivery to initiate a return.
• Unopened, uninstalled, in original packaging — eligible for full refund less return freight.
• Opened or inspected but not installed — eligible for refund less 25% restocking fee and return freight.
• Installed, plumbed, wired, or run — not returnable. At that point we coordinate warranty support if there’s a defect; see the warranty page.
• Custom-configured, special-order, or made-to-order items — non-returnable. These get fabricated or sourced for your order specifically.

Why the restocking fee

The 25% restocking fee on opened-but-uninstalled returns covers inspection, repackaging, freight back to the manufacturer or warehouse, and the resale discount we have to take when we sell a unit a second time. It’s the industry standard across every major commercial equipment dealer in North America. We don’t love it either, but it’s a real cost.

You can avoid it by being sure of the spec before opening: confirm dimensions, voltage, plug type, door swing, and clearances against your site drawing before you crack the crate. If something doesn’t match, refuse the shipment at delivery — that path doesn’t trigger the restocking fee.

Return freight

Return freight is the customer’s responsibility, with two exceptions:

• Norpex error. If we shipped the wrong model, wrong voltage, wrong configuration, or wrong quantity, return freight is on us. We also waive any restocking fee.
• Dead-on-arrival (DOA). If a unit is defective out of the box and the issue is documented within 48 hours of delivery, return freight is on us and we replace or refund.

For all other returns, you can arrange your own carrier or we can quote return freight at the rate our LTL contracts give us — usually cheaper than what you’d get on the open market.

How to start a return

1. Email returns@norpex.ca with: your order number, the model you’re returning, the reason, and photos of the unit and packaging if relevant.
2. We respond inside one business day with an RMA (Return Merchandise Authorization) number, return shipping instructions, and the destination warehouse.
3. Pack the unit in its original packaging. Tape the RMA paperwork to the outside of the crate.
4. Ship it. We can arrange the freight or you can use your own carrier.
5. We inspect on arrival (usually 1-3 business days from receipt) and process the refund.

Refund processing

Refunds are issued within 5 business days of inspection. Refund method matches the original payment method:

• Credit card orders → refund to the same card. Card-issuer processing typically adds 3-5 business days before the credit appears on your statement.
• ACH or wire transfer orders → refund by ACH or business cheque, your choice.
• Net-30 invoiced orders → credit memo applied to your account, usable on future orders or refunded by cheque if you prefer.

Damaged-on-delivery — different process

If the unit was damaged in transit, that’s a freight claim, not a return. The process is different (and faster). See the damaged-on-delivery section on the Shipping page. The short version: note damage on the BOL at delivery, photograph it, contact us within 48 hours.

Warranty issues — also different

If the unit’s been installed and is now failing, that’s a warranty claim, not a return. Most commercial equipment carries a 1-year minimum manufacturer warranty (some brands carry 2 or 5 years). Email warranty@norpex.ca and we’ll coordinate with the manufacturer’s authorized service network. Full details on the warranty page.

Items we won’t accept back

• Custom-configured, special-order, or made-to-order equipment.
• Used or refurbished items sold as-is.
• Smallwares, parts, or consumables that have been opened.
• Items returned without an RMA number.
• Items returned more than 30 days from delivery.
• Items returned damaged due to inadequate repackaging.

If your situation is genuinely outside these terms but you think we should look at it anyway, email returns@norpex.ca and tell us the story. We’d rather make a judgement call than hide behind a policy.