At IR, our relationship with our clients is our first priority. We strive to provide you with the best products and service in the industry. Our return policy was created to help achieve that. We accept returns within 30 days for most products if they’re brought back in an unopened and unused condition. But that’s not where it ends.
We understand that you may not be ready to purchase a product until after you’ve had a chance to see whether it works for you. That’s why we offer demos for many of the products we offer for sale. So if you’re not sure if a particular product is right for you, ask us. We’ll work with you to see how we can provide you with a demonstration or in some cases let you test one of products so that you can be sure.
If for some reason a product is open or slightly worn, we can still be flexible about its return. We will charge a restocking fee for those returns. We are able to purchase a product back at a fair price if it is used and still resalable. Let’s talk about what works for both of us.
We particularly take pride in the products we offer under the Exposure brand, which is our own in-house brand. We provide a 1-year warranty of materials and workmanship when under normal use. We really stand behind the work we do.
When faced with a product that is under manufacturer’s warranty that requires attention, we are sensitive to your need to keep your business going. We will help you to expedite any claims with the manufacturer. We work for our client’s first and our vendors get that. Many of our vendors offer loaners for equipment that fails under warranty. We also maintain an inventory of demo and rental equipment and may be able to support you with a short-term solution if the manufacturer can’t. We’ll do what we can to help keep your business running as smoothly as possible.
Unfortunately the nature of some of our products means that we cannot take returns. Final sale products include some electronics or highly sensitive instruments, as well as consumables. Environmentally sensitive products such as film, aerosols and chemicals are also final sale. We could not in good conscience sell a sensitive product that has not been stored in our own controlled environment. Also, in most cases we cannot refund items that are purchased through special order or are premium products, but let’s talk about finding a good solution for you.
This return policy also applies for clients outside of Canada and the US. As with our clients who are closer to home, the cost of shipping returns is to be covered by you. However we do ask that it is done by our preferred shipping company so that we can be confident in the service that is received. Be sure to set up the necessary insurance coverage with the shipping company as we cannot be responsible for shipments that are damaged or lost in transit. IR values our relationship with international clients, and this process will ensure the purchase experience is positive for both of us.
This return policy may not cover all situations, so we’d like to hear from you if you think your situation doesn’t apply. Simply contact us and we’ll figure it out together.