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 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, 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.
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.
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.
Guest Satisfaction Guarantee
If you purchase items without using your member account or are not a member, you can return a product that is in resaleable 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
You can return products to any store that’s fully open or you can mail returns. 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. 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
13340 76th Avenue
Surrey, BC V3W 2W1
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 Member Rocksolid Guarantee.