Our Rocksolid Guarantee
We guarantee the quality of our products. If the quality of an item hasn’t met your expectations, you can bring it back. We also guarantee the product selection advice we give. If something you purchased based on this advice turns out to be unsuitable, you can bring it back for an exchange, refund, repair, or credit.
How long can I expect my stuff to last?
Members come here for quality and value, but even quality items have a practical lifespan. They will eventually wear out and can be damaged by accident, neglect or misuse, so those things aren’t covered, but can be repaired for a reasonable fee.
We view the spirit of this guarantee in the same way we view the spirit of this co-op: provide good gear, give good advice and deal fairly with one another.
How to return items
Outdoor gear gets dirty, so please clean items before returning them. If you bring us dirty items or stuff that’s considered safety gear, it’s pretty likely that we won’t accept it.
To MEC stores
You can visit a store in person to make a return or exchange, but please don’t mail items to our stores. They can’t accept returns by mail or courier.
Free mail-in returns
Online and phone orders placed between November 23, 2017 and as late as December 13, 2017 will be eligible for free return shipping. We’ll include a free return shipping label.
- Items must be returned by February 28, 2018 to be eligible for free return shipping.
- Offer limited to items that can be shipped at standard rates by Canada Post.
- For items with shipping restrictions, such as hazardous and oversize goods, shipping charges may apply.
- Free return shipping only available within Canada.
Complete the Return/exchange/repair form, include it with your item and ship it to:
MEC Service Centre
130 Broadway W
Send via insured, prepaid Regular Parcel Post (this allows you to track your parcel with Canada Post). We cannot accept CODs or courier deliveries.
Ship prepaid via insured ground shipping. Write “Canadian Goods Returning” on the outside of the package.
Do not return items by UPS or other carriers, as duty and/or brokerage fees will be charged, and your return will be refused by MEC.
Exchanges by mail
Please contact our Service Centre for information before you mail the item(s).
Crash replacement: URGE and MET helmets
If your URGE bike or ski helmet is damaged within 3 years of its original purchase, MEC will replace it at a 50% discount. We’ll also apply a 50% discount to a replacement MET bike helmet if it’s damaged within 2 years of purchase. Bring your damaged helmet to any MEC store, and we’ll find one that’s similar in price, size and colour. Discount applies to helmets purchased in Canada and applies to URGE and MET helmets only. All helmets bought at MEC are covered by our Rocksolid Guarantee.