Return, Exchange & Refund Policy

We want you to be satisfied with your FOTILE purchase. Please review the following policy carefully before requesting a return, exchange, or refund.

Products purchased directly from ca.fotileglobal.com may be eligible for return within 30 calendar days from the date of delivery, subject to the conditions below.

All returns must be authorized by FOTILE before the product is shipped back.

Return Eligibility

To qualify for a return for reasons unrelated to product defects or shipping damage:

• The return request must be submitted within 30 calendar days of delivery.
• The product must be in new and unused condition.
• The product must include its original packaging, accessories, components, manuals, and other included materials.
• The product must NOT have been installed, modified, altered, or damaged.
• Customers are responsible for arranging and paying for return shipping.
• A 15% restocking fee, with a minimum charge of $50, will be deducted from the product purchase price.
• Original delivery, shipping, installation, and other service fees are non-refundable.

FOTILE reserves the right to refuse a return or make reasonable deductions from the refund if the returned product is used, damaged, incomplete, improperly packaged, or otherwise does not meet the conditions above.

How to Request a Return

This return policy applies only to products purchased directly from ca.fotileglobal.com.

To request a return, please contact our customer service team at +1 888-444-2619 or infoca@fotile.com and provide your order number and the reason for the return.

Please DO NOT ship a product back before receiving return authorization from FOTILE.

For approved customer-initiated returns, customers are responsible for arranging the return shipment using their preferred courier and providing FOTILE with the order number and return tracking information.

Once the returned product has been received and inspected, we will notify you regarding the status of your refund.

Products Damaged During Delivery

Please inspect your product and packaging as soon as possible after delivery.

If your product arrives damaged, please contact us within 30 calendar days of delivery at +1 888 -444-2619 or infoca@fotile.com.

We may request photos of the product, packaging, shipping label, or other information to help assess the damage.

After reviewing the claim, FOTILE will determine the appropriate resolution, which may include repair, replacement, exchange, or return and refund, depending on the circumstances.

Product Quality or Defect Claims Within 30 Days

If you believe your product has a manufacturing defect or quality issue, please contact us within 30 calendar days of delivery.

Our customer service team may perform troubleshooting or request photos, videos, installation information, or other documentation to determine the cause of the issue.

For confirmed manufacturing defects or product quality issues not caused by misuse, improper installation, unauthorized modification, accident, external damage, or other customer-caused conditions, FOTILE will provide an appropriate resolution in accordance with this policy and applicable warranty terms.

Where an approved return is required due to a confirmed product defect, FOTILE will cover the applicable return shipping costs.

Exchanges

If you would like a different product, model, size, or colour, the fastest option is generally to return the original eligible product and place a new order separately.

All returns associated with an exchange remain subject to the applicable return conditions and fees described in this policy unless the exchange is required because of confirmed shipping damage or a product defect.

Installed or Used Products

Products that have been installed, used, modified, altered, or connected to utilities are generally NOT eligible for return due to change of mind, incorrect size, installation incompatibility, or other non-defect reasons.

This includes, where applicable, products that have been connected to electrical, gas, water, drainage, or ventilation systems or that have been physically modified for installation.

Product defects discovered after installation may still be covered under the applicable FOTILE Limited Warranty.

Non-Returnable Items

The following items are not eligible for return:

After 30 Calendar Days

After the 30-day return period has expired, products are no longer eligible for return under our standard return policy.

If your product is covered by a FOTILE Limited Warranty, please contact us at +1 888-444-2619 for troubleshooting, warranty service, or repair.

Warranty coverage, exclusions, and any applicable service fees are governed by the warranty terms applicable to your product.

Refunds

Once an approved return has been received and inspected, the applicable refund will be issued to the original payment method.

Please allow approximately 7–10 business days after the return has been received and processed for the refund to be issued. Your bank or credit card provider may require additional time to post the refund to your account.

Applicable restocking fees, return shipping charges, missing-item deductions, or other authorized adjustments may be deducted from the refund.

Original shipping, delivery, installation, and other service fees are non-refundable unless otherwise required by law.

Purchases From Other Retailers

This policy applies only to purchases made directly through ca.fotileglobal.com.

If your FOTILE product was purchased from another retailer, marketplace, dealer, or distributor, including Amazon or Wayfair, please contact the original seller regarding their applicable return and refund policy.

FOTILE product warranty coverage may still apply according to the applicable warranty terms.

Additional Terms

FOTILE reserves the right to inspect returned products and to refuse returns or exchanges that do not comply with this policy.

Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable Canadian federal or provincial consumer protection laws.

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