Return & Refund Policy

1. Return Period

Eligible products may be returned within fourteen (14) calendar days from the date of carrier-confirmed delivery or customer pickup.

A return request must be made within the applicable return period. IRONBAY™ may request the order number, proof of purchase and other reasonable information necessary to identify the transaction and evaluate return eligibility.

2. Return Eligibility

Unless otherwise stated, an eligible returned product must:

• Be within the applicable 14-calendar-day return period;
• Include the original packaging where reasonably applicable;
• Include all parts, accessories, manuals, hardware, screws, bolts and other components originally supplied with the product;
• Be reasonably clean and available for inspection;
• Not show damage caused by misuse, abuse, negligence, improper installation or unauthorized modification; and
• Otherwise comply with the requirements of this Policy.

Assembled strength equipment may be returned if it otherwise meets the applicable return requirements.

IRONBAY™ will inspect all returned products and may refuse a return that does not meet the eligibility requirements set out in this Policy, subject to applicable law.

IRONBAY™ may, at its discretion, accept a return that does not meet one or more of these requirements. Any exception made in a particular case does not modify this Policy or require IRONBAY™ to make the same exception in other cases.

3. Non-Returnable Products

Products identified before purchase as any of the following are not eligible for voluntary return unless otherwise expressly agreed by IRONBAY™ or required by applicable law:

• Final Sale;
• Non-Returnable;
• Special Order;
• Clearance where expressly identified as non-returnable; or
• Otherwise expressly excluded from return before purchase.

A product’s non-returnable status does not eliminate rights relating to a verified defect, shipping error, misrepresentation or other right that cannot legally be excluded.

4. Return Authorization

Customers must contact IRONBAY™ before returning a product so that the return can be reviewed and authorized.

Products should not be shipped or brought to the warehouse for return without prior authorization or arrangement.

Authorized local returns in Calgary may be brought to the IRONBAY™ warehouse by appointment or other arrangement confirmed by IRONBAY™.

5. Return Shipping Responsibility

5.1 Personal-Reason Returns

Where an otherwise eligible return is requested for a personal reason, the customer is responsible for the cost and arrangement of return transportation unless IRONBAY™ agrees otherwise.

Personal reasons include, but are not limited to:

• Change of mind;
• Ordering the wrong product;
• No longer needing the product;
• Personal preference;
• Compatibility or space issues not caused by inaccurate IRONBAY™ information; or
• Finding another product or price preferred by the customer.

5.2 Verified Defects, Shipping Errors and Transport Damage

Where IRONBAY™ verifies that a return is required because of a manufacturing defect, IRONBAY™ shipping error, or transportation damage occurring before delivery where IRONBAY™ arranged the transportation, IRONBAY™ will arrange or reimburse reasonable approved standard return transportation as applicable.

Customers should not independently arrange unusually expensive freight or other return transportation with the expectation of reimbursement without first obtaining approval from IRONBAY™.

6. Original Shipping Charges

Original shipping, freight, delivery or service charges are non-refundable for personal-reason returns unless otherwise agreed by IRONBAY™ or required by applicable law.

Where the return results from a verified IRONBAY™ error, covered defect or transportation issue for which IRONBAY™ is responsible, applicable shipping or delivery charges will be addressed according to the circumstances and applicable law.

7. Refunds

Approved refunds are generally processed after the returned product has been received and inspected.

Where practical, IRONBAY™ will generally process an approved refund within approximately twenty-four (24) hours after receipt and inspection of the returned product.

Refunds will normally be issued to the original payment method where reasonably possible.

Where refunding the original payment method is unavailable or impractical, IRONBAY™ may issue the refund by Interac e-Transfer or another reasonable method at IRONBAY™’s discretion.

Processing time after IRONBAY™ issues a refund may vary depending on the customer’s financial institution or payment provider.

IRONBAY™ does not charge a restocking fee for an otherwise eligible return under this Policy.

8. Damaged Products and Shipping Damage

Customers should inspect products and packaging as soon as reasonably possible after delivery or pickup.

Visible shipping damage should be reported to IRONBAY™ as soon as possible. We ask customers to report visible transportation damage within forty-eight (48) hours of delivery where reasonably possible so that the condition can be documented and any carrier claim can be supported.

Damage that was not reasonably visible at delivery should be reported as soon as reasonably possible after discovery.

A delay in reporting damage may affect IRONBAY™’s ability to verify when or how the damage occurred or to pursue recovery from a carrier, but it does not eliminate any right that cannot legally be excluded.

IRONBAY™ may request reasonable evidence including:

• Order number or proof of purchase;
• Photographs of the product;
• Photographs of the packaging;
• Video where reasonably useful;
• Freight or delivery documentation; and
• Other reasonable information necessary to review the claim.

9. Cosmetic Conditions

Minor cosmetic differences, normal manufacturing marks, packaging wear, and other conditions that fall within our published Cosmetic Standards are not considered manufacturing defects and do not, by themselves, qualify for defect-based replacement, warranty service, compensation, or return shipping at IRONBAY™’s expense.

An otherwise eligible product may still be returned within the applicable 14-calendar-day return period for a personal reason, subject to the requirements of this Policy and the customer’s applicable return-shipping responsibility.

Cosmetic damage caused during transportation is handled through the applicable shipping-damage process and is not treated as an acceptable manufacturing variation solely because the product remains functional.

10. Defects and Warranty Claims

A return request involving an alleged manufacturing defect may be reviewed under the applicable Residential Warranty, Commercial Warranty or product-specific warranty in addition to this Policy.

IRONBAY™ may inspect the product, request reasonable supporting evidence and determine whether the reported condition is a manufacturing defect, transportation issue, cosmetic condition, installation issue, misuse or another type of condition.

Nothing in this Policy converts a normal manufacturing tolerance or cosmetic condition into a defect where the product complies with the applicable published product standards.

11. Legal Rights

This Return & Refund Policy provides IRONBAY™’s voluntary return terms and does not replace any mandatory consumer protection right, legal warranty or other remedy that applies to a particular transaction.

Where applicable law provides a customer with a right or remedy that conflicts with this Policy and cannot legally be excluded or limited, the applicable law will govern.

12. Policy Updates

IRONBAY™ may amend, modify or replace this Return & Refund Policy from time to time.

Updated versions apply prospectively to future purchases from their applicable effective date.

The version applicable at the time of purchase will continue to govern that purchase unless applicable law requires otherwise or the parties subsequently agree to different terms.

13. Exchanges

Customers may request an exchange for an eligible product within the applicable return period, including where the customer changes their mind or wishes to purchase a different product.

Products exchanged under this Policy must otherwise satisfy the applicable return eligibility requirements.

If the replacement product has a higher purchase price, the customer must pay the applicable price difference before the exchange is completed. If the replacement product has a lower purchase price, any applicable refund will be handled in accordance with this Policy.

Customers are responsible for returning the original product to the IRONBAY™ warehouse unless otherwise agreed.

Where the customer requests additional services in connection with an exchange, including equipment disassembly, delivery, re-delivery or installation, additional service charges may apply.

Any applicable service charges will be explained to the customer and approved before the exchange proceeds. IRONBAY™ will not impose additional service charges that have not been disclosed and accepted in advance.