Refund policy

Stratosphere Distribution — Return Policy

Effective Date: April 2026

1. General Policy

All sales are considered final unless a return is authorized by Stratosphere Distribution in accordance with this policy. Nothing in this policy excludes, restricts, or modifies any statutory rights or implied warranties to which a consumer is entitled under applicable Canadian federal or provincial consumer protection legislation, including but not limited to the Consumer Protection Act (Ontario), the Consumer Protection Act (Quebec), the Business Practices and Consumer Protection Act (British Columbia), and equivalent legislation in all other provinces and territories.

2. Eligibility for Return

Returns may be accepted under the following circumstances:

(a) The item received is damaged, defective, or materially not as described at the time of delivery.

(b) The item is a standard stocked product (not a specially ordered or custom item) and is being returned for credit, subject to a restocking charge as outlined in Section 5 below.

3. Non-Returnable Items

The following items are not eligible for return under any discretionary grounds:

(a) Specially ordered or custom products — these are identified by a part number beginning with "//" on your quote or invoice.

(b) Products that have been used, altered, installed, or removed from their original packaging.

(c) Products affected by extraordinary circumstances, including but not limited to viral outbreaks, pandemics, natural disasters, government-imposed restrictions, or other force majeure events, once such products have been shipped and invoiced.

This exclusion does not override any statutory right a consumer may have to a remedy for goods that are defective or not as described.

4. Return Procedure

To request a return, the following steps must be completed. Failure to comply with any step may result in the return being refused.

(a) Contact Stratosphere Distribution at info@stratospheredistribution.com within 30 days of the original purchase date.

(b) Provide your invoice number, a detailed description of the reason for the return, and clear photographs of the item and packaging where applicable.

(c) A Return Authorization (RA) number will be issued if the return is approved. No returns will be accepted without a valid RA number.

(d) The RA number and original invoice number must be clearly marked on the return shipping label.

(e) The item must be shipped prepaid (at your expense) to the return destination specified by Stratosphere Distribution within 10 business days of receiving your RA number.

(f) The item must be returned in its original packaging, in undamaged and resaleable condition, and the returned quantity must correspond to the quantity of the original packaging.

5. Restocking Charges

(a) A restocking charge of 30% of the invoiced price applies to all approved returns of standard stock items.

(b) For non-stock or custom items where a return is exceptionally approved, restocking charges will be determined on a case-by-case basis and may exceed 25%.

(c) Restocking charges do not apply where the item is defective, damaged on arrival, or not as described, provided the claim is substantiated.

6. Goods Damaged in Transit

If goods arrive visibly damaged, the recipient must note the damage on the carrier's delivery receipt at the time of delivery and have it signed by both the receiver and the carrier. Failure to document damage at the time of receipt may result in the inability to process a damage claim. Please also notify Stratosphere Distribution within 48 hours of delivery with photographs and a copy of the signed delivery receipt.

7. Refunds and Credits

If a return is approved:

(a) A credit or refund will be issued at Stratosphere Distribution's discretion, less any applicable restocking charges.

(b) Refunds will be processed to the original method of payment within a reasonable time frame following receipt and inspection of the returned goods.

(c) Replacement items may be offered in lieu of a refund where appropriate and agreed upon.

8. Reservation of Rights

Stratosphere Distribution reserves the right to refuse any return or claim that does not comply with the conditions set out in this policy. Any waiver of a condition on a particular occasion does not constitute a waiver of that condition on any future occasion.

9. Governing Law

This policy is governed by the laws of the province in which the consumer resides and the applicable federal laws of Canada. In the event of any conflict between this policy and applicable consumer protection legislation, the legislation prevails.