Refund and Returns Policy

Refund and Returns Policy

Effective date: 2026-05-20 · Last updated: 2026-05-20 · Version française

ValveAtlas Industrial Solutions Inc. (“ValveAtlas”) sells industrial wholesale products for commercial and industrial projects. Because most items are custom-configured, project-specific, or sourced to order, return rights are limited as described in this Policy. This Policy forms part of, and is governed by, our Terms and Conditions of Sale.

1. Eligibility for Return

To be eligible for return, the product must satisfy all of the following conditions:

• The product is a standard catalog item — not a custom-configured, special-order, or non-stock item.
• A Return Material Authorization (RMA) number has been issued by ValveAtlas in writing before the product is returned.
• The return request is submitted within thirty (30) days of the original delivery date.
• The product is unused, in its original manufacturer packaging, with all documentation, certifications, accessories, and tags intact.
• The product is in resalable condition as determined by ValveAtlas in its reasonable judgment.

2. Non-Returnable Items

The following are non-returnable except where the product is defective or damaged in transit:

• Custom-configured valves, pumps, assemblies, or kits built to project specifications.
• Special-order or imported items not held in our Toronto warehouse.
• Cut-to-length pipe, fabricated assemblies, and pre-cut gaskets.
• Products that have been installed, modified, painted, or otherwise put into service.
• Products with missing original packaging, labels, or certification documentation.
• Items purchased more than 30 days prior to the return request.

3. Damaged or Defective Products

If a product is received damaged or is found to be defective:

• Visible shipping damage must be noted on the carrier’s delivery receipt at the time of delivery and reported to ValveAtlas within forty-eight (48) hours.
• Concealed damage must be reported within five (5) business days of delivery.
• Manufacturing defects are covered under the original manufacturer’s warranty. ValveAtlas will coordinate the warranty claim on Buyer’s behalf where reasonably practicable.
• The applicable remedy for a confirmed defective product is, at ValveAtlas’s election and in the following order of preference: (a) repair; (b) replacement with an equivalent product; or (c) refund of the invoiced product price. Replacement is the preferred remedy where reasonably available.

3.1 ValveAtlas backstop. Where the manufacturer is unresponsive (more than thirty (30) business days after a valid warranty claim is submitted with full documentation), is insolvent, or refuses a claim that a reasonable wholesale distributor in our industry would expect to be honoured under standard warranty practice, ValveAtlas will, at its election: (a) advance the remedy on the manufacturer’s behalf and pursue recovery from the manufacturer separately; (b) substitute an equivalent product from another approved manufacturer at no additional cost; or (c) refund the price paid for the affected items. This backstop is offered as a discretionary service commitment to preserve the customer relationship; it is not a guarantee of the manufacturer’s underlying warranty and creates no contractual obligation beyond the Terms and Conditions of Sale.

4. Return Material Authorization (RMA) Process

1. Request an RMA by contacting ValveAtlas at info@valve-atlas.com or +1 (647) 553-7109. Provide the original invoice number, product details, and reason for return.
2. Receive an RMA number in writing within two (2) business days of an eligible request.
3. Package and ship the product with the RMA number clearly marked on the outside of the package, to the address provided in the RMA confirmation. Buyer is responsible for return shipping costs and risk of loss in transit unless the return is due to ValveAtlas’s error or a confirmed defect.
4. Inspection: ValveAtlas will inspect the returned product within five (5) business days of receipt.

Products shipped without a valid RMA number may, at ValveAtlas’s sole discretion, be refused at point of delivery, returned to Buyer at Buyer’s expense, or held pending an issued RMA. ValveAtlas accepts no liability for products returned without an RMA.

5. Restocking Fee

Approved returns of eligible standard catalog items are subject to a restocking fee of twenty-five percent (25%) of the invoiced product price. This fee covers handling, repackaging, inspection, and re-shelving costs. The restocking fee will be waived if the return is due to a ValveAtlas error or a confirmed product defect.

6. Refunds

After the returned product is inspected and approved, a refund will be issued for the invoiced product price less the restocking fee and any return shipping costs incurred by ValveAtlas. Refunds are processed:

• To the original payment method, where reasonably possible, within ten (10) business days of approval (or within fifteen (15) days for credit-card refunds where required by applicable law).
• By cheque or wire transfer for accounts paid by EFT or net terms.
• As a credit against the Buyer’s account at the Buyer’s request.

Shipping, freight, customs, and duties paid on the original order are non-refundable.

7. Order Cancellation

• Standard stock orders may be cancelled without charge if cancellation is received in writing before the order has been shipped.
• Custom-configured, special-order, or non-stock orders may not be cancelled once the manufacturer has begun production. Cancellation fees up to one hundred percent (100%) of the order value may apply, in line with the manufacturer’s published cancellation schedule.

8. No Consumer Sales

This Policy applies to business-to-business sales only. ValveAtlas does not sell to consumers as defined under applicable consumer protection legislation. Buyer represents that it is acting in the course of a trade, business, or profession.

9. Governing Law

This Policy is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, as further set out in our Terms and Conditions of Sale.

10. Contact for Returns