Refund policy

PLEASE NOTE THAT ORDERS THAT HAVE BEEN SHIPPED AND ARE IN TRANSIT CAN NOT BE CANCELLED/REFUNDED DUE TO DELAYS IN DELIVERY.  

Returns
Our policy lasts 30 days. If 30 days have gone by since you received your order (as per tracking information), unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, you must contact us at customerservice@onduty.ca prior to shipping the item(s) back to us.  We will provide you with instructions on how to return the item(s).  We require a receipt or proof of purchase/order number.

Please do not send your purchase back to the manufacturer.

Warranty
Please contact us at customerservice@onduty.ca for specific brand warranty policies.

Refunds  
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, within a certain amount of days.

Please note that original shipping charges will not be refunded.

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 customerservice@onduty.ca.

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 
If you need to exchange it for the same item but in a different size, send us an email at customerservice@onduty.ca and send your item to: On Duty Equipment, 115 - 10th Street East, Earlton, Ontario P0J 1E0, Canada. 

Gift Card
Gift cards are non-refundable

Shipping
To return your product, you should mail your product to: On Duty Equipment, 115 - 10th Street East, Earlton, Ontario P0J 1E0, Canada.

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 shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.