Return & Refund Policy

Canada

Arclight Tool + Supply Co.

Last updated: May 17, 2026

This Return & Refund Policy applies to eligible products purchased directly from 9593543 Canada Incorporated, operating as Arclight Tool + Supply Co. (“Arclight,” “we,” “us,” or “our”), unless a different written policy, quote term, supplier policy, manufacturer warranty, rental agreement, or channel partner policy applies.

Arclight operates as an inquiry-first product support platform. Some products may be supplied directly by Arclight, while others may be fulfilled by suppliers, manufacturers, distributors, rental partners, local branch partners, or other channel partners.

Because of this, the return, exchange, warranty, repair, or refund process may vary depending on the product, supplier, fulfillment path, rental arrangement, and applicable partner terms.

Before a transaction is finalized, we will try to identify the applicable return or warranty path where practical.

Nothing in this policy limits rights that cannot be excluded under applicable Canadian consumer protection laws. In Canada, businesses are generally not required to accept returns unless an item is defective or the seller’s stated policy provides return rights, so the written return policy matters.

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1. Standard Return Window

For eligible products purchased directly from Arclight, we offer a 30-day return request window.

This means you have 30 days after receiving your item to request a return.

A return request does not guarantee approval. Returns must meet the eligibility requirements below and must be approved through our Return Merchandise Authorization process.

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2. Eligibility for Returns

To be eligible for return, the item must generally be:

• unused
• uninstalled
• in the same condition that you received it
• in its original packaging
• complete with all parts, accessories, manuals, labels, and documentation
• accompanied by proof of purchase
• approved through an Arclight Return Merchandise Authorization

Items that are used, installed, damaged after delivery, missing parts, missing packaging, altered, modified, contaminated, or returned without approval may be refused or subject to restocking, repair, replacement, cleaning, repackaging, missing-part, or handling charges.

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3. Return Merchandise Authorization Required

To start a return, contact us at:

support@arclightsupply.ca

Please include:

• your name
• company name, if applicable
• order number or invoice number
• product name or SKU
• reason for return
• photos, if the item is damaged, defective, incorrect, or incomplete
• delivery date
• contact information

If your return is approved, we will provide a Return Merchandise Authorization, also referred to as an RMA, along with the return address and return instructions.

Items sent back without an approved RMA will not be accepted.

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4. Channel Partner, Supplier, or Manufacturer-Fulfilled Items

Some products may be supplied, shipped, fulfilled, supported, or sold through a supplier, manufacturer, distributor, rental partner, local branch partner, or other channel partner.

In those cases, the applicable return, exchange, warranty, repair, restocking, shipping, refund, or credit process may be governed by that partner’s policy.

Where a channel partner or supplier policy applies, Arclight may help coordinate the request, but we may not control the final decision, timing, shipping method, warranty approval, refund method, replacement process, or restocking charges.

If your product was fulfilled through a partner, we will help identify the correct return or warranty path.

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5. Change-of-Mind Returns

For approved change-of-mind returns on eligible products purchased directly from Arclight:

• return shipping is the customer’s responsibility unless otherwise required by law
• original shipping, freight, delivery, brokerage, duties, tariffs, or handling charges may not be refundable
• the product must meet the eligibility requirements in this policy
• restocking fees may apply where disclosed or where required by supplier, manufacturer, or partner policy
• returns must be approved before being shipped back

Change-of-mind returns are not available for every product.

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6. Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your shipment immediately upon receipt.

If your item arrives damaged, defective, incorrect, or incomplete, contact us as soon as possible at:

support@arclightsupply.ca

Please include photos of:

• the product
• packaging
• shipping label
• damage or defect
• missing components, if applicable

Where the issue is confirmed, we will work with you to evaluate the appropriate resolution, which may include:

• replacement
• repair
• missing-part shipment
• warranty support
• supplier or manufacturer claim
• carrier claim
• credit
• refund, where required or appropriate

If repair or replacement is not available within a reasonable timeframe, we will work toward an appropriate remedy in accordance with applicable law and the applicable supplier, manufacturer, or partner policy.

Ontario’s consumer information guidance notes that consumers may have rights where a product is misrepresented, and the Consumer Protection Act sets requirements for certain refund circumstances, although it does not create a general right to return all goods.

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7. Freight Damage

For freight, LTL, truckload, palletized, oversized, or carrier-delivered items, damage must be noted as early as possible.

When receiving freight:

• inspect the shipment before signing where possible
• note visible damage on the delivery receipt
• take photos before unpacking if damage is visible
• keep all packaging and pallet materials
• contact us promptly

Failure to note damage or preserve packaging may affect the ability to make a carrier, supplier, or insurance claim.

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8. Non-Returnable Items

Certain products may not be returnable, including:

• special order items
• custom order items
• sourced items ordered specifically for you
• imported items ordered specifically for you
• made-to-order or configured items
• used or installed products
• opened consumables
• clearance, final sale, or discontinued items
• personal protective equipment, where opened or used
• hygiene-sensitive products
• perishable goods
• personal care goods
• gift cards
• hazardous materials
• dangerous goods
• products containing lithium batteries
• chemicals, cleaners, disinfectants, coatings, or regulated substances where opened or restricted
• items that cannot be safely, legally, or practically returned
• products subject to supplier, manufacturer, or partner non-return policies

Special order items are not returnable for change-of-mind reasons unless defective, damaged, incorrect on arrival, or otherwise required by applicable law.

If you have questions about whether a product is returnable, contact us before approving your quote or order.

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9. Dangerous Goods, Lithium Batteries, and Regulated Returns

Do not ship lithium batteries, dangerous goods, chemicals, aerosols, cleaners, disinfectants, coatings, hazardous materials, or regulated products back to Arclight or any partner without written approval and return instructions.

If a dangerous goods or regulated product is approved for return, we will provide instructions for compliant return handling where available.

Unauthorized returns of dangerous goods, lithium batteries, or regulated products may be refused and may create safety, carrier, legal, or disposal issues.

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10. Rentals

This policy does not govern rental returns in the same way as product purchases.

Rental equipment is governed by the applicable Rental Agreement, rental confirmation, Arclight Rental Network terms, Boomerang Program process, or partner rental policy.

Rental customers may be responsible for:

• returning equipment on time
• returning all components and accessories
• cleaning or reset charges
• damage charges
• missing parts
• late fees
• loss or replacement costs
• unauthorized use charges
• delivery or pickup fees
• inspection fees where applicable

Rental refunds, cancellations, deposits, damage holds, credits, and billing adjustments are handled under the applicable rental terms.

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11. Exchanges

For eligible products, the fastest way to exchange an item is usually to request a return for the item you have and place a separate request, quote, or order for the replacement item.

Because product availability, pricing, fulfillment path, and partner support may vary, exchanges may be handled as:

• replacement shipment
• new quote
• revised quote
• partner referral
• supplier replacement
• manufacturer warranty process
• store credit or account credit
• refund and reorder

Arclight will confirm the applicable process based on the product and fulfillment path.

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12. Refunds

Once we receive and inspect an approved return, we will notify you whether the refund is approved.

If approved, the refund will generally be issued to the original payment method within 10 business days after approval.

Your bank, credit card company, or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at:

support@arclightsupply.ca

Refunds may exclude original shipping, freight, delivery, brokerage, duties, tariffs, handling, special order, or service charges unless otherwise required by law or agreed in writing.

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13. Credits Instead of Refunds

Depending on the product, customer account, partner policy, supplier policy, or transaction type, an approved return may result in:

• refund to original payment method
• account credit
• store credit
• replacement product
• repair
• warranty support
• partner-issued credit
• manufacturer-issued remedy

The available remedy may depend on the applicable policy and the nature of the issue.

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14. Warranty Support

Some products may be covered by a manufacturer, supplier, or partner warranty.

Warranty coverage, claim process, repair options, replacement timing, shipping responsibility, labour coverage, and exclusions vary by product and warranty provider.

Arclight may assist with warranty coordination where practical, but warranty decisions may be made by the applicable manufacturer, supplier, distributor, rental partner, or channel partner.

Customers should keep proof of purchase and follow warranty instructions provided with the product.

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15. Restocking, Handling, and Inspection Fees

Restocking, handling, inspection, repackaging, missing part, cleaning, or return processing fees may apply where:

• the product was special ordered
• the supplier or partner charges a restocking fee
• the item requires inspection before resale
• the packaging is damaged or incomplete
• parts, accessories, manuals, labels, or documentation are missing
• the item requires cleaning, repair, repackaging, or rework
• the return creates freight, warehouse, or handling costs

Any applicable fee will be reviewed as part of the return process.

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16. Shipping Address for Returns

Do not ship returns to our mailing address unless instructed.

Return addresses may vary depending on whether the product must be returned to:

• Arclight
• a warehouse
• a supplier
• a manufacturer
• a distributor
• a rental partner
• a logistics provider
• another approved return location

We will provide the correct return address after approving the RMA.

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17. Final Sale and Clearance Items

Final sale, clearance, discontinued, liquidation, or specially discounted items may not be eligible for return, exchange, or refund unless defective, damaged, incorrect, or otherwise required by applicable law.

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18. Contact for Returns

To request a return, refund, exchange, damaged shipment review, incorrect item review, warranty support, or other return-related assistance, contact:

Arclight Tool + Supply Co.
Email: support@arclightsupply.ca
Phone: 1-877-464-8831

Please include your order number, invoice number, product details, reason for the request, and photos where applicable.

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19. Policy Summary

Arclight’s return process depends on the product and fulfillment path.

For eligible Arclight-direct product purchases, a 30-day return request window may apply.

For supplier-direct, manufacturer-direct, distributor, rental partner, local branch, or channel partner transactions, the applicable partner, supplier, manufacturer, rental, warranty, or return policy may apply.

Our goal is to handle return and warranty matters clearly, fairly, and through the correct support path.