What’s your return policy?
Members benefit from our Rocksolid Guarantee. If the quality of an item hasn’t met expectations, you can bring it back. We also guarantee the product selection advice we give our members. If something purchased based on this advice turns out to be unsuitable, it can be returned or exchanged. Returns are subject to some limitations
Purchases made without a membership require the original receipt or confirmation email to return purchases up to 30 days from the date of purchase.
I don’t live near a store. How do I make a return or exchange?
Mail your return and include a return form with the item. Unless the return is for warranty reasons, you’ll need to pay for return shipping. We don’t accept exchanges by mail, but you can buy a replacement item online (or by phone) and return the original item by mail. Call us if you need a hand.
Do I need a receipt for my return?
When you shop as a member, you can return items without a receipt. If you used your member number or the email associated with your account, we can track items in your purchase history. If you’re not a member (or you shopped as a guest) you’ll need the original receipt or order confirmation email for a return.
What if I have cut off the tags or labels, or I’ve used the item?
It depends, but it may be covered by our Rocksolid Guarantee. Please review our return policy or bring the item to a store so staff can assess it and help you out. If you don’t live near a store, contact our Service Centre at email@example.com.
Can I get a refund to a different credit card?
No, we can refund the same credit card that was used for the purchase, or refund to a gift card or by cheque.
I received something as a gift that I don’t want. Can I get a refund?
To process a refund, we’ll need either a receipt or the member number of the person who bought you the gift, so we can look it up in their purchase history. We can only issue a refund to the person who made the purchase. As the recipient, you can either exchange the item or receive the purchase value on a gift card.
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.
If items are in resalable condition and meet the conditions of MEC’s Rocksolid Guarantee, they may be returned to MEC. Returns will be refunded as an 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.