Refund policy

This Refund & Return Policy (the "Policy") applies to all purchases of products sold by 24K Maple Supply through its website, telephone, email, live chat, invoice, showroom, trade event, or physical retail and in-person channels. This Policy forms part of the terms of sale for each transaction unless 24K Maple Supply agrees otherwise in a separate written instrument signed or issued by an authorized representative.

Many products sold by 24K Maple Supply are professional, commercial or specialty equipment. Unless a non-waivable right or remedy is imposed by applicable law, no cancellation, return, exchange or refund right exists except as expressly set out in this Policy or otherwise confirmed by 24K Maple Supply in writing for a specific order.

This Policy is intended to operate subject to applicable Canadian federal, provincial and territorial consumer protection laws. Nothing in this Policy excludes, restricts or modifies any non-waivable statutory right or remedy available to an eligible purchaser. If applicable law requires a different process, outcome or timing, the mandatory law will control to the extent of any conflict.

For business or commercial purchasers, statutory consumer remedies may not apply in the same way that they apply to individual consumers. In those cases, the purchaser's rights are generally limited to the express terms of sale, any written warranty, and any remedies otherwise available under applicable law.

• "Authorized Return" means a return that has been approved in writing by 24K Maple Supply and for which return instructions, pickup arrangements or an authorization reference have been issued.

• "Defect" means a material fault in materials, workmanship or manufacturing that is present at the time of delivery or appears under normal intended use. A Defect does not include ordinary wear and tear, cosmetic variation that does not materially affect function, accidental damage, misuse, abuse, poor maintenance, customer-caused damage, incorrect electrical supply, unauthorized modification or damage caused during assembly or handling.

• "Fulfillment Error" means shipment of the wrong product, wrong model, wrong quantity or omission of a major component due to an order-processing or picking error by 24K Maple Supply.

• "Original Packaging" includes the original carton(s), protective foam, pallet or crate if supplied, manuals, hardware packs, accessory boxes, labels and inserts reasonably required to reship, inspect or restock the product safely.

• "Proof of Purchase" means the order confirmation, invoice, receipt, payment record or other verifiable documentation showing that the product was purchased from 24K Maple Supply.

Unless applicable law expressly provides otherwise, all sales are final. 24K Maple Supply will review an initial claim for return, exchange, repair, replacement part shipment, price adjustment by mutual agreement, or refund only where one or more of the following eligible grounds is established:

• The product has a verified manufacturing defect or material failure.

• The product was damaged in transit or on delivery and the damage was not caused after delivery by the customer or by customer-directed handling.

• The product received is not the product ordered because of a Fulfillment Error, including shipment of the wrong model, wrong quantity or omission of a major component.

• The product materially differs from the written description or specifications presented by 24K Maple Supply at the time of purchase.

• A cancellation, repair, replacement or refund right exists under a non-waivable statutory requirement applicable to the transaction.

Where an eligible ground is established, 24K Maple Supply may choose the commercially reasonable remedy of troubleshooting, replacement parts, repair, exchange, partial price adjustment by agreement, or refund, subject always to applicable law. A refund is not automatically the first or exclusive remedy in every eligible case.

For clarity and to avoid doubt, 24K Maple Supply does not accept returns or exchanges for personal preference or change-of-mind reasons. The following are not valid grounds for return, exchange or refund unless required by law or approved by 24K Maple Supply in a specific written exception:

• Change of mind, buyer's remorse, personal preference, or the product no longer being wanted or needed.

• The customer ordered the wrong model, size, colour, upholstery, configuration, voltage, accessory package or other option.

• The product does not fit through doorways, hallways, elevators, treatment rooms, salon layouts or other installation spaces that the customer failed to confirm in advance.

• Minor differences in colour tone, finish, grain, stitching, texture, packaging or presentation that do not materially impair the product's intended function.

• Price changes, promotions, financing changes, competitor pricing, or later sales events.

• Delay caused by customer unavailability, failed appointments, incorrect delivery information, weather, force majeure, remote-area logistics, customs, carrier disruption or other causes beyond 24K Maple Supply's reasonable control, except to the extent applicable law provides a specific cancellation right.

• Normal wear and tear, routine maintenance, consumable replacement, cosmetic wear developing after delivery, or lack of preventive care.

• Misuse, abuse, accident, improper storage, exposure to unsuitable conditions, use contrary to instructions, incorrect electrical supply, unauthorized repair, or alteration by any person other than 24K Maple Supply or its approved service provider.

• Damage caused during customer assembly, relocation, reinstallation, moving, or third-party handling after delivery.

• Refusal of delivery, return-to-sender, or reconsignment without prior written authorization from 24K Maple Supply.

If 24K Maple Supply elects to make a one-time exception outside this section, that exception is entirely discretionary, must be confirmed in writing, and will not establish a precedent or amendment to this Policy.

The items and charges listed below are non-returnable, non-exchangeable or otherwise restricted except where a remedy is required by applicable law or where 24K Maple Supply agrees otherwise in writing:

• Custom-made, personalized, made-to-order or otherwise specially configured products.

• Final sale, clearance, liquidation, closeout or discontinued items marked as non-returnable or final sale at the time of purchase.

• Gift cards, vouchers, promotional credits or similar stored-value instruments, except as required by law.

• Consumables, disposables and opened liquids, lotions, waxes, oils, sheets, sanitary items or other hygiene-sensitive goods.

• Used personal-contact items or products that have been placed into service in a manner that raises hygiene, safety or resale concerns.

• Completed service charges, delivery upgrades, installation, assembly, white-glove handling or similar services once performed, except where a refund is required by law or the service was not provided as contracted.

• Deposits paid on custom or special-order items, unless 24K Maple Supply cancels the order or a refund is otherwise required by law.

Where a legitimate defect is established in a product that would otherwise be non-returnable, 24K Maple Supply may offer another lawful remedy such as troubleshooting, replacement parts, repair, exchange or refund as appropriate to the circumstances and as required by applicable law.

To preserve eligibility for review, the customer must satisfy all applicable procedural and condition requirements below. Failure to follow these requirements may delay or reduce available remedies and, where permitted by law, may result in denial of the claim.

• Visible shipping damage, shortages and wrong-item claims should be reported within 5 calendar days of delivery.

• Other initial product issues that could reasonably be discovered after delivery should be reported within 30 calendar days of delivery.

• Latent defects that could not reasonably have been discovered on delivery should be reported promptly after discovery and within any applicable warranty or statutory period.

• The customer must retain Original Packaging, including any pallet or crate, until the claim is fully resolved or 24K Maple Supply confirms in writing that the packaging may be discarded.

• The customer must provide Proof of Purchase and any information reasonably requested for review, including model number, serial number, photos, video, a written description of the issue, and supporting delivery documentation if available.

• The product should remain unused, unassembled and in resaleable condition except for reasonable unpacking, inspection and limited setup or testing necessary to identify a claimed issue.

• Once a defect, damage or safety concern is suspected, the customer should stop using the product immediately and await instructions from 24K Maple Supply.

• All hardware, manuals, accessories, packaging inserts, detachable cushions, controllers, attachments and similar items supplied with the product must be retained and returned if requested.

• Serial numbers, compliance labels and identifying marks must remain intact and legible.

Assembly or testing beyond what is reasonably necessary to verify a claimed problem may materially change the item and may therefore affect the remedy offered. Damage caused by improper assembly remains outside this Policy. However, where a claimed defect can only reasonably be identified after limited setup or testing, 24K Maple Supply may still assess the claim and may choose a repair, parts, exchange or other appropriate remedy rather than a full return.

No product may be returned without prior written authorization from 24K Maple Supply. Customers must follow the return authorization procedure below in order to preserve the orderly handling, inspection and freight control required for professional equipment transactions:

1. Contact 24K Maple Supply as soon as possible after the issue is discovered and before the product is returned, discarded, repaired or materially moved beyond what is necessary for safe storage.

2. Provide Proof of Purchase, the product model and quantity, the delivery date, a clear description of the issue, and photos or video sufficient for preliminary review. For freight damage, include images of the outer packaging, labels and the affected area of the product.

3. Cooperate with any reasonable troubleshooting request. 24K Maple Supply may ask for additional documentation, a video of the issue, confirmation of dimensions, electrical details, or other information needed to determine the appropriate remedy.

4. If the claim is preliminarily approved, 24K Maple Supply will issue written instructions, which may include an RMA or other authorization reference, a return label, a pickup arrangement, or instructions for parts replacement or service.

5. Prepare the product exactly as instructed, using Original Packaging whenever possible. The product must be packed securely to prevent transit damage. Any return sent without authorization, without adequate packaging, or freight collect without approval may be refused.

6. Make the product reasonably available for inspection or carrier pickup if requested, and allow 24K Maple Supply a reasonable opportunity to complete review before demanding final disposition.

Unauthorized returns, self-arranged freight shipments, or items sent to the wrong location may be refused, delayed, returned at the customer's expense, or treated as an exception request rather than an approved claim.

After receiving the customer's materials and, where applicable, the returned product, 24K Maple Supply will review the claim and determine the appropriate remedy acting reasonably, in good faith, and subject to applicable law. Depending on the circumstances, 24K Maple Supply may do one or more of the following:

• Request additional photos, video, measurements, troubleshooting steps or product-identification information.

• Provide replacement parts, touch-up materials, or corrective instructions where a minor issue can be resolved without a full return.

• Arrange remote or local service, repair, or technical review where appropriate.

• Approve an exchange for the same item or an equivalent substitute if the original item is unavailable.

• Approve a full or partial refund where repair, replacement or exchange is not appropriate, not available, not timely, or not required by the customer's statutory rights.

• Deny the claim if the issue falls outside this Policy, the evidence does not support the claim, or the product condition shows misuse, alteration or other excluded circumstances.

24K Maple Supply reserves the right not to require a full product return where the issue can be verified through documentation, parts inspection or technical assessment. In such cases, 24K Maple Supply may direct the customer to retain the product, dispose of it responsibly, or return only specified components.

Inspection outcomes are based on the condition of the product as received, the documentation provided, and the surrounding facts of the transaction. Subject to applicable law, 24K Maple Supply's written determination following review will govern the claim.

Approved refunds will be issued only to the original payment method used for the purchase. 24K Maple Supply does not issue store credit, gift-card credit or other substitute value in place of a refund under this Policy unless a different form of remedy is expressly agreed in writing by the customer and is lawful in the circumstances.

Unless a broader refund is required by law or is otherwise agreed in writing, the refundable amount normally includes the purchase price actually paid for the approved returned item and any taxes properly attributable to that item. Original shipping, white-glove delivery, liftgate, inside delivery, installation, assembly, storage, financing, payment-processing, customs or similar service charges are non-refundable once incurred, except where the charge arose from 24K Maple Supply's own error, a covered defect or another circumstance in which applicable law requires reimbursement.

Once a refund is finally approved, 24K Maple Supply generally initiates the refund within 10 business days after final inspection or after determining that a physical return is not required. Financial institutions and payment processors may require additional time to post the credit. If a chargeback, payment dispute or payment hold has already been initiated, the timing and processing method may be affected by the applicable processor's procedures.

Where 24K Maple Supply has agreed to accept an exception return outside the normal scope of this Policy, the refund may be reduced by reasonable amounts attributable to missing parts, avoidable freight charges, refusal fees, product damage occurring after delivery, or other direct costs caused by non-compliance with return instructions, to the extent permitted by law.

Exchanges are available only for approved claims that fall within the eligible grounds described in this Policy. 24K Maple Supply does not offer preference-based exchanges for a different model, style, colour or specification simply because a customer later wants a different product.

• Where possible, the exchange remedy will be a replacement of the same item that was originally ordered.

• If the original item has been discontinued or is temporarily unavailable, 24K Maple Supply may offer an equivalent substitute, replacement parts, a repair, or a refund, as appropriate to the circumstances and subject to applicable law.

• Exchange shipments are subject to inventory availability, lead times, freight scheduling and other operational factors.

• If only one component or accessory is defective, 24K Maple Supply may replace only the affected component rather than exchange the entire unit.

• An exchange does not create a new preference-based return right and does not reset any policy period except to the extent required by applicable law or expressly stated in a written warranty.

For claims approved under this Policy because of a verified defect, covered delivery damage or a Fulfillment Error, 24K Maple Supply will generally cover reasonable return shipping or pickup charges if and only if the customer follows the shipping method and instructions provided by 24K Maple Supply.

If a customer ships an item without authorization, uses inadequate packaging, misses a scheduled pickup, refuses delivery, redirects a shipment without approval, or otherwise causes avoidable carrier charges, the customer may be responsible for any related freight, storage, reconsignment, return-to-origin, packaging or inspection costs, to the extent permitted by law.

Although 24K Maple Supply does not accept preference-based returns as a matter of policy, if 24K Maple Supply elects in a specific written case to accept a non-defective item as a courtesy or exception, then all shipping costs and a restocking fee of up to 30 percent may apply. Any such exception must be documented in writing, remains entirely discretionary, and does not create a continuing right for the same or any other customer.

If an approved return arrives back to 24K Maple Supply damaged because it was not packed according to instructions or was shipped in materially inadequate packaging, the claim may be denied or the refund may be adjusted to reflect the additional damage and related costs, where legally permitted.

After the initial claim windows described in this Policy, product issues may be handled under the applicable written product warranty rather than under this return and refund framework. Warranty coverage, exclusions, labour, parts, service location, troubleshooting requirements and freight responsibilities are governed by the applicable warranty documents in force for the product.

24K Maple Supply may, as a service to the customer, help coordinate warranty support, replacement parts or manufacturer communication. However, the existence of warranty support does not expand this Policy into an open-ended return right, and warranty remedies may differ from the return, exchange or refund remedies available during the initial delivery period.

Customers are encouraged to keep invoices, serial information and warranty documents in a safe place and to test all major product functions promptly after delivery so that any initial issues can be raised within the claim windows set out above.

Nothing in this Policy is intended to waive, exclude or limit any right that cannot lawfully be waived, excluded or limited. If a court, tribunal or regulator determines that any provision of this Policy is unenforceable in a particular case, that provision will be interpreted or severed only to the minimum extent necessary, and the remaining provisions will continue to apply.

No oral statement, informal assurance, social media message, chat response, courtesy accommodation or conduct by 24K Maple Supply personnel will modify this Policy unless the modification is confirmed in writing by an authorized representative. Any exception granted by 24K Maple Supply is limited to the specific transaction identified in the written approval and does not amend this Policy generally.

This Policy should be read together with the applicable order confirmation, written warranty, shipping policy, terms of service and any other written sales documents issued by 24K Maple Supply. In the event of inconsistency, mandatory law prevails first, followed by any specific written agreement signed or issued for the order, then this Policy, and then the general website terms to the extent they are consistent.

24K Maple Supply may update this Policy from time to time for future transactions. Unless applicable law requires otherwise, the version in effect at the time the order is placed will generally govern that order. Updated versions may be posted on the company website or otherwise made available on request.