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 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 if we can, we’ll fix them for a reasonable fee. (Note, for the safety of staff and members, we are pausing in-store gear repair services for a while.)
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.
Can I return anything?
Almost. For hygiene reasons, we can’t accept swimwear or undergarments (includes all types of bathing suits, underwear, bras, face masks and socks) unless they are unworn and still have their original packaging or tags intact. Base layers are not considered undergarments. Consumables are also excluded. That’s things like packaged meals, snacks, energy bars, gels and sport drinks. Items purchased ‘as-is’ that are accompanied by a signed Release Form are also excluded from the guarantee. This includes items purchased through Gear Swap, Yard Sale and Rental Sell-Off.
We may need to update this list and add exclusions from time to time. But of course, if any item turns out to be defective or is damaged upon arrival, it’s covered by our guarantee.
How to return items
You can return products to any store that’s fully open. Bike shops and stores that offer only bike repair and bike sales cannot accept returns. If your local store isn’t open yet, you can mail returns, or just wait until later – MEC’s return policy doesn’t expire.
While social distancing is in place, it may take 5–6 weeks to process returns by mail. Include a return information form with items you’re returning. (Outdoor gear gets dirty, so please clean items before returning them.) For warranty issues, please email us a photo and details of the issue plus the original purchase info.
Mail within Canada
Create a Canada Post return shipping label. You’ll receive a tracking number from Canada Post and a flat rate return shipping fee of $11 will be deducted from your refund amount. The flat rate is usually less than you’d pay by shipping directly though Canada Post. When prompted, use your MEC member number as the reference number.
Mail from outside Canada
Pay for and send 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.
Crash replacement: MAVIC, MET and Kask helmets
We’ll apply a 50% discount to a replacement MAVIC, MET or KASK 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 MAVIC, MET and KASK helmets only. All helmets bought at MEC are covered by our Rocksolid Guarantee.