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 if we can, we’ll fix them 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.
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.
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
As of June 1, you can return products to any store open for sales. Stores open for bike repair or bike sales only cannot accept returns in person. If your local store isn’t open yet, you can mail your return or just wait until later – MEC’s return policy doesn’t expire. For the safety of our staff, we’re maintaining social distancing at MEC facilities, so it may take 4–5 weeks to process your return.
For exchanges, purchase the replacement item online and return the original item to MEC by mail.
For warranty or repair issues, please email a photo plus details of the issue and original purchase info to our Service Centre.
Include a return information form with any items you’re returning.
Outdoor gear gets dirty, so please clean items before returning them. If you send us dirty stuff, it’s pretty likely that we won’t accept it.
Create a Canada Post return shipping label. When prompted, use your MEC member number as the reference number. You’ll receive a tracking number from Canada Post and a flat rate $11 return shipping fee will be deducted from your refund amount. By using the link provided here, you agree to this fee.
MEC Service Centre
1077 Great Northern Way
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.