Member 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. Returns are subject to some limitations.
Can I return anything?
Almost. Items returned for satisfaction reasons must be in resalable condition. Resalable condition means products are either new and unused, or they are clean, used infrequently and function like new.
Members come here for quality and value, but even quality items have a practical lifespan. Items will eventually wear out and can be damaged by time, accident, neglect, normal use or misuse, so those circumstances aren’t covered and these items cannot be returned.
MEC may also refuse to accept a return if the item is past its practical lifespan, even if the item is not damaged or has not been used.
Bear spray, fuel, food and drink are final sale.
For hygiene reasons, items such as face masks, socks, sanitary devices, and undergarments (including all types of swimwear, underwear bottoms and bike chamois), are not eligible for returns or exchanges unless they are unworn and unused and still have their original packaging or tags intact. Base layers are not considered undergarments.
Electronics can be returned up to 90 days from purchase. Electronics include but are not limited to: GPS-enabled devices, watches and activity monitors, cameras, bike trainers and avalanche transceivers.
E-bikes purchased as part of the BC Electric Bike Rebate Program cannot be returned for a refund. These e-bikes may only be exchanged for another e-bike of equal value (same cost) or higher. Such exchange may only take place if the e-bike would otherwise be returnable under the Member Rocksolid Guarantee.
We don’t accept returns for special orders or corporate sales orders unless they’re deemed returnable under the manufacturer’s warranty. As-is items (usually accompanied by a signed release form) are also excluded. This includes items bought at gear swaps, yard sales and rental sell-off sales. PayPal purchases can only be refunded to the original PayPal account within 365 days of purchase. Items returned after 365 days will be refunded by MEC gift card. PayPal purchases returned to stores will be refunded by MEC gift card.
MEC reserves the right to change or modify any of the terms and conditions contained in the Rocksolid Guarantee at any time and in MEC’s sole discretion. All decisions made by MEC about whether an item is eligible or ineligible for return are final. The Rocksolid Guarantee only applies to purchases made from mec.ca, from a MEC location, or through the MEC Service Centre.
Guest Satisfaction Guarantee
If you purchase items without using your member account, through thebay.com, or if are not a member, you can return a product that is in resalable condition for up to 30 days from the date you purchased it under our Guest Satisfaction Guarantee. A receipt is required for Guest or non-member returns or exchanges. All exclusions and limitations listed here above apply. If any item turns out to be defective or is damaged upon arrival, you can bring it back.
How to return items
In-person returns
For products purchased from mec.ca, from a MEC location, or through the MEC Service Centre, you can return products in-person to any MEC store.
Note that we cannot accept returns of bikes, boats, skis, or oversized items at the MEC HBC shop-in-shops.
Returns by mail
You can also mail in your returns. It may take 5–6 weeks to process returns by mail. Include a return information form with items you’re returning. 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 (plus tax) 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.
Returns via Canada Post
MEC – Returns
5940 Ferguson Road
PPC Commercial Return
Richmond, BC V7B 0B1
Canada
Returns via all other carriers
MEC – Returns – Distribution Centre
19550 36th Avenue
Surrey, BC, V3Z 1A5
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.
PayPal returns
If items are in resalable condition and meet the conditions of MEC’s Rocksolid Guarantee, they may be returned to MEC. PayPal purchases returned via our Customer Care Centre can be refunded to the original PayPal account within 365 days of purchase; items returned after 365 days will be refunded by MEC gift card (non-members have 30 days to return products). Stores cannot refund to PayPal accounts; PayPal purchases returned to stores will be refunded by MEC gift card.
Klarna returns
If items are in resalable condition and meet the conditions of MEC’s Rocksolid Guarantee, they may be returned to MEC. Klarna purchases returned in-store will be refunded to MEC gift card or to the credit card linked to your Klarna account. It is your responsibility to ensure your Klarna loan is paid in full once you receive a refund at an MEC store. Log into the Klarna app to manage your order and upcoming payments. If you need any help, Klarna Customer Service is always available.
HBC Marketplace returns
To return products purchased through thebay.com, please follow the return process set out in MEC’s HBC Seller Shipping & Returns Policy.
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 Member Rocksolid Guarantee.
