Return & Exchange Policy / Politique de retour et d’échange

Overview / Sommaire

You require an authorization to return. Email us at natpat@policesupplies.ca or natpat@911equipment.ca to receive the authorization. Returned merchandise must be new (never used) in the original packaging with the original tags. We will not accept / refund products that were used / damaged. Make sure to wrap the package / boots box and do not place the address label and postage label directly on the box (especially for footwear). You are responsible for the shipping charge to return the product. All returns are subject to a 20% restocking fee. Our refund and returns policy lasts 30 days from the date of the invoice. If 30 days have passed since your purchase, we can’t offer you a refund or exchange.

You are responsible for the shipping cost to return the item(s). We do not refund the original shipping charge since we had to pay Canada Post / courier to ship the original order. It is your responsibility to ensure the package reaches us to receive a refund. If you do not ship with insurance and a tracking number, we have no way of confirming that the package was received by us. We cannot refund you if we do not receive the product back. If the package is lost on the way back, you are responsible for the loss. If you purchased insurance, Canada Post will refund you for the amount of the loss, up to the insurance amount you purchased.

Please take the value of the item in consideration before returning the product. If you want to return a $10 item and shipping is $20 to return it, it does not make much sense but it is your decision.

To return your product, please ship it to: NatPat Ltd, 3 – 200 Memorial Avenue, Suite 174, Orillia, Ontario, L3V 5X6.

Refunds / Remboursements

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as soon as possible. Please note that credit card refunds can take several days to appear on your card. We have no control on how quickly your bank processes the refund to your account.

Credit Card Chargebacks: Before you initiate a charge back with your credit card company, please contact us so we can resolve the issue directly with you. If you do initiate a chargeback and the investigation by the credit card company rules in our favor, you will be charged a $30.00 administrative fee plus any other fees charged by the credit card company.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at natpat@911equipment.ca.

Clearance items

Items on clearance cannot be returned / refunded / exchanged unless otherwise indicated on the website.

Exchanges / Échanges

We only replace items if they are defective or damaged. If you need to exchange for the same item of a different size, send us an email at natpat@911equipment.ca to request an exchange. Once the exchange is approved, we will email you the return authorization. Please note that you are responsible for the shipping of the item back to us, as well as the new shipping charge to send you the new item.

Shipping returns / Retours d’expédition

To return your product, you should mail your product to: NatPat Ltd, 3 – 200 Memorial Avenue, Suite 174, Orillia, Ontario, L3V 5X6.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help? / Besoin d’aide?

You can also contact us at: English Line – 705-558-4156 / Ligne française – 705-418-0930.

Please note that email is the preferred method to get in touch with us. We are not always able to answer calls but will receive your email no matter where we are.