Refund policy

REFUND POLICY

DMW Distribution & Supply (operating name of 15866855 Canada Inc.)

This Refund Policy describes how refunds, returns, and exchanges are handled for purchases made through DMW Distribution & Supply ("we", "us", "our"). By making a purchase, you agree to this Refund Policy, which is part of our Terms of Service.

SECTION 1 — RETURN WINDOW

We accept returns within 30 days of delivery for most items. The 30-day window begins on the date the carrier marks the order as delivered.

Returns requested after 30 days may be declined at our discretion.

SECTION 2 — ELIGIBILITY FOR RETURNS

To be eligible for a return, the item must meet all of the following conditions:

  • Unused and in the same condition in which you received it

  • In its original packaging, including all tags, manuals, and accessories

  • Accompanied by proof of purchase (order number or receipt)

  • Not marked as final sale, clearance, or non-returnable at the time of purchase

The following items are not eligible for return:

  • Perishable goods (including food and beverages)

  • Personal care items that have been opened or used (including cosmetics and hygiene products)

  • Gift cards

  • Downloadable digital products

  • Custom or personalized items

  • Items damaged by misuse, improper installation, or normal wear and tear

SECTION 3 — HOW TO START A RETURN

To initiate a return:

  1. Email info@dmwdistribution.com with your order number and the reason for return.

  2. Wait for our team to confirm eligibility and provide return instructions.

  3. Ship the item to the return address provided by our team.

  4. Include the original packing slip or a note with your order number inside the package.

Do not ship returns without prior confirmation. Unauthorized returns may be refused.

SECTION 4 — RETURN SHIPPING COSTS

Return shipping costs are the responsibility of the customer, except in the following cases:

  • The item arrived damaged

  • The item was defective

  • The wrong item was shipped

In those cases, we will provide a prepaid return label or reimburse reasonable return shipping costs.

For all other returns, the customer is responsible for return shipping costs and any associated customs or import fees.

SECTION 5 — REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are processed within 5–7 business days of receiving the returned item.

  • Refunds are issued to the original payment method used at checkout.

  • Shipping charges (if any) are non-refundable, unless the return is due to our error.

  • Original shipping costs are not refunded for change-of-mind returns.

If rejected:

  • We will explain the reason and return the item to you at your expense, or hold it for pickup, at your choice.

SECTION 6 — EXCHANGES

We do not offer direct exchanges at this time. If you would like a different item, please:

  1. Return the original item following this policy.

  2. Place a new order for the replacement item.

This ensures the fastest turnaround and accurate inventory tracking.

SECTION 7 — DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged, defective, or incorrect:

  1. Contact us at info@dmwdistribution.com within 7 days of delivery.

  2. Include your order number and clear photos of the damage or defect.

  3. We will review and, if approved, send a replacement or issue a full refund, including return shipping.

Claims made after 7 days may not be eligible.

SECTION 8 — LATE OR MISSING REFUNDS

If you have not received your refund after 7 business days:

  1. Check your bank account or credit card statement again.

  2. Contact your credit card company — it can take additional time for refunds to post officially.

  3. Contact your bank — processing times vary.

  4. If you still have not received your refund, contact us at info@dmwdistribution.com with your order number.

SECTION 9 — ORDER CANCELLATIONS

Orders may be cancelled only before they have been shipped. Once an order has shipped, it must be returned following this policy.

To request a cancellation, email info@dmwdistribution.com as soon as possible. We will do our best to accommodate your request, but we cannot guarantee cancellation after an order has been processed.

SECTION 10 — WHOLESALE AND B2B ORDERS

Wholesale and B2B purchases made through verified business accounts may be subject to separate return terms depending on the product category and supplier agreement. These terms will be communicated at the time of purchase or in a separate wholesale agreement.

If you have questions about a wholesale return, contact info@dmwdistribution.com.

SECTION 11 — CHANGES TO THIS POLICY

We reserve the right to update or change this Refund Policy at any time. Changes will be posted on this page and take effect immediately. Your continued use of our Services after changes are posted constitutes acceptance.

SECTION 12 — CONTACT INFORMATION

Questions about this Refund Policy should be sent to:

DMW Distribution & Supply (operating name of 15866855 Canada Inc.)
Email: info@dmwdistribution.com
Registered Office: 13 Headon Ave, Ajax, ON L1Z 1R4, Canada
Business Address: Toronto, Ontario, Canada
Phone: 437-286-0338
Corporation Number: 15866855
GST/HST Number: 750797359