Refund policy
Last updated: October 14, 2026
Change-of-mind returns
Request a return within 30 days of delivery. Products must be unused, unopened full boxes or packs, in resalable condition with their original packaging. Please keep your proof of purchase. Installed, cut, altered or used products do not qualify for a voluntary return.
Start a return
Email trystan@surfacesynx.ca or use our Contact page with your order number, the products and quantities you would like to return, and the reason. Wait for our approval and return instructions before shipping anything.
We provide the correct return address after approval. Our correspondence address is not a return address or drop-off location. For a change-of-mind return, you pay the return shipping unless we agree otherwise. Pack the goods securely and keep your shipping receipt and tracking details.
Damaged, incorrect or defective goods
Contact us promptly if your order arrives damaged, an item is incorrect or you discover a defect. Include your order details and, where practical, photos of the product and packaging. Keep the goods and packaging while we review the issue.
The 30-day window, unopened-packaging requirement and exclusions for installed or cut goods apply to voluntary returns only. They do not restrict remedies or legal warranties for defective or non-conforming goods, or any other rights under applicable consumer law. Prompt reporting helps us investigate; a delay does not automatically remove those rights.
Refunds
We inspect authorized returns and notify you of the decision. Approved voluntary returns are refunded for the accepted products' purchase price and applicable taxes. Original delivery charges are not refunded for voluntary change-of-mind returns unless we agree otherwise or a refund is required by law.
Refunds go to the original payment method. We aim to issue an approved refund within 10 business days; your payment provider may take additional time to post it. Any shorter deadline required by law takes priority.
Order changes and exchanges
Contact us as soon as possible to request an order change, cancellation or exchange. We will explain the available options based on the order's status, without limiting any cancellation or other rights you have under applicable law.