Return & Refund Policy
Last Updated: 2026/08/19
At Great Lakes Carbide Supply (“GLCS”, “we”, “us”, or “our”), we want customers to receive the correct products in good condition and to have a straightforward process when a return is necessary.
This Return & Refund Policy should be read together with our Terms and Conditions.
Nothing in this policy limits any return, cancellation, refund, warranty, or other right that cannot legally be limited under applicable Canadian consumer protection legislation.
1. Standard Returns
Unless otherwise stated on the product page or agreed to in writing, eligible standard-stock products may be returned within 30 days of delivery.
Customers must contact GLCS before returning a product to obtain return authorization.
To qualify for a standard return, products must generally be:
- unused;
- undamaged;
- complete;
- in resalable condition;
- free from markings, modifications, contamination, or signs of installation or use; and
- in the original manufacturer packaging where reasonably applicable.
GLCS reserves the right to inspect returned products before approving a refund.
2. Restocking Fee
Eligible non-defective discretionary returns may be subject to a 15% restocking fee.
The restocking fee is intended to cover the costs associated with receiving, inspecting, processing, repackaging, and returning merchandise to inventory.
A restocking fee will generally not apply when:
- GLCS shipped the incorrect product;
- the product was damaged before or during delivery;
- the product is confirmed to be defective;
- GLCS made a material error in fulfilling the order; or
- applicable law does not permit the fee.
3. Non-Returnable Products
Unless defective, incorrectly supplied, or otherwise returnable under applicable law, the following products are generally not eligible for discretionary return:
- special-order products;
- custom-manufactured or custom-modified products;
- products specifically sourced at the customer’s request;
- clearance products marked “Final Sale”;
- products that have been used, installed, altered, engraved, modified, sharpened, ground, or otherwise changed;
- products damaged after delivery through misuse, improper handling, improper storage, or improper installation;
- products missing components, certificates, accessories, manuals, or manufacturer packaging where those items formed part of the original product;
- opened products that cannot reasonably be resold as new; and
- products identified as non-returnable on the applicable quotation, order confirmation, invoice, or product page.
Please contact GLCS before ordering a special-order or custom product if return eligibility is important to your purchasing decision.
4. Special-Order Products
A product is considered a special-order product when GLCS does not ordinarily maintain the product as standard inventory and obtains it specifically to fulfill a customer’s order.
Special-order products may become non-cancellable and non-returnable after GLCS places the corresponding order with the manufacturer, supplier, or distributor.
Where possible, GLCS will identify special-order products before accepting the order.
5. Defective Products
If you believe a product is defective, please contact GLCS as soon as reasonably possible.
We may request:
- the GLCS order or invoice number;
- the manufacturer and product number;
- a description of the issue;
- photographs or other information showing the condition of the product; and
- other information reasonably required to evaluate or submit the warranty claim.
Depending on the product and manufacturer’s warranty process, GLCS may arrange for inspection, replacement, repair, credit, or submission of a warranty claim to the manufacturer.
Products should not be discarded before GLCS confirms that they are no longer required for inspection or warranty purposes.
6. Incorrect Products
If GLCS ships a product different from the product ordered, please contact us promptly.
Once the error is confirmed, GLCS will arrange an appropriate correction, which may include:
- replacement with the correct product;
- return shipping at GLCS’s expense; or
- a refund or credit.
No restocking fee will apply to a return resulting from a confirmed GLCS fulfillment error.
7. Products Damaged in Shipping
Please inspect shipments after delivery.
If a shipment appears damaged, retain:
- the product;
- the shipping carton;
- protective packaging;
- shipping labels; and
- any other materials received with the shipment.
Please contact GLCS promptly and provide photographs where reasonably possible.
GLCS may need this information to submit or support a claim with the shipping carrier.
Do not discard damaged merchandise or packaging until GLCS or the carrier confirms that it may be discarded.
8. Return Shipping
For discretionary returns, the customer is generally responsible for return shipping costs and for ensuring the product arrives safely at the return location.
GLCS is generally responsible for reasonable return shipping costs when a return results from:
- a GLCS shipping error;
- an incorrect product supplied by GLCS; or
- another circumstance for which GLCS has expressly agreed to cover return freight.
For defective products, shipping responsibility may depend on the applicable manufacturer warranty.
Customers should use appropriate packaging and a trackable shipping method when returning merchandise.
GLCS is not responsible for products lost or damaged during customer-arranged return transportation.
9. Original Shipping Charges
Original shipping and delivery charges are generally non-refundable on discretionary returns.
If an entire order is returned because of a confirmed GLCS error, defect, or other circumstance for which GLCS accepts responsibility, applicable original shipping charges may also be refunded.
Any rights available under applicable consumer protection law will continue to apply.
10. Refunds
Once an authorized return is received and inspected, GLCS will determine whether the return meets the requirements of this policy.
Approved refunds will generally be calculated as:
Original eligible product purchase price
less applicable restocking fee
less any non-refundable charges
Taxes associated with the refunded portion of an order will be adjusted as required.
Refunds will normally be issued to the original method of payment where reasonably possible.
GLCS will process approved refunds promptly. Banks, credit card issuers, and payment processors may require additional time before a refund appears on the customer’s account.
11. Commercial Account Credits
For customers purchasing on approved commercial account terms, GLCS may issue an account credit or credit memo instead of refunding funds directly.
Credits may be applied against outstanding or future invoices as appropriate.
12. Exchanges
Where practical, GLCS may permit an eligible product to be exchanged for another product.
Any difference in product price, tax, or shipping charges will be charged or credited as appropriate.
An exchange does not eliminate an otherwise applicable restocking fee unless GLCS agrees otherwise.
13. Order Cancellations
Customers wishing to cancel an order should contact GLCS as soon as possible.
Orders may generally be cancelled without charge before GLCS has:
- shipped the merchandise;
- committed to a special-order purchase;
- begun customization or modification;
- incurred non-recoverable supplier charges; or
- otherwise materially committed resources specifically to fulfilling the order.
GLCS will make reasonable efforts to accommodate cancellation requests but cannot guarantee that an order can be stopped after processing has begun.
Mandatory statutory cancellation rights remain unaffected.
14. Backordered Products
A customer may contact GLCS to request cancellation of a backordered item that has not yet shipped.
Cancellation may not be available for a special-order product if GLCS has already committed to obtaining it specifically for the customer.
Where applicable law provides additional cancellation rights because delivery has been delayed, those rights will apply.
15. How to Request a Return
To request a return, contact:
Great Lakes Carbide Supply
Email: Info@Greatlakescarbidesupply.com
Telephone: 1-519-897-2322
Please provide:
- your order or invoice number;
- the product number and quantity being returned;
- the reason for the return; and
- photographs where the product is damaged, defective, or incorrect.
GLCS will provide return instructions if the return is authorized.
Do not send a return without authorization, as unauthorized returns may experience processing delays or may be refused where legally permitted.
16. Consumer Rights
Nothing in this Return & Refund Policy is intended to waive or restrict a mandatory right or remedy available under applicable federal or provincial consumer protection legislation.
Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.