RETURN GOODS

Rapid Returns Program:

ISN Rapid Returns is your answer to faster repairs, returns, and credits. Thank you in advance, for putting your Rapid Returns number on the outside of your shipping box; unmarked packages may be refused.

New Resalable Returns:

  • All returned products must reference a Rapid Returns Authorization Number (RA)
  • New and resalable products purchased from ISN within 90 days will not be assessed a restocking fee.
  • New and salable products purchased from ISN within one year but after 90 days will be assessed a 15% restocking fee.
  • New and salable products purchased from ISN more than one year ago are non-returnable.
  • Special order items are non-returnable.
  • Products labeled discontinued or closeout are non-returnable.
  • Shop worn products, are non-returnable. (Shop worn is defined as products in which original packaging or instruction sheets are either missing, torn, dirty, sun faded or defaced).

Warranty Returns:

  • All broken or claimed defective products will be replaced, credited, or repaired, in accordance with the manufacturer’s warranty policy. 
  • Products showing abuse, misuse, or alteration, may not be repaired, credited or replaced under warranty. Shipping charges for returned goods are the sole responsibility of the customer. 

Initiate a Return

Fill out one of the forms below to initiate a return

FORM Return RGA_English

FORM Retour RGA_Français

RETURN POLICY

Dear customers,

We want to communicate our return policy to ensure that we manage expectations and offer a great customer experience.

RETURN OF NEW PRODUCTS

Below are the required terms and conditions to accept a return into our warehouses:

  • Original packaging and not opened (in resealable condition)
  • Copy of ISN invoice and/or invoice number reference
  • Shipping cost covered by the customer
  • Return number (RGA) issued by ISN
  • RGA attached to the return package, please ship the original packaging into a new box so it does not get damaged

Please note that ISN will cover the shipping costs if the return is caused by an error on our end.

RETURN OF DEFECTIVE PRODUCTS

Below are the required terms and conditions to accept a return into our warehouses:Required terms and conditions

  • Copy of ISN invoice and/or invoice number reference
  • Shipping cost covered by the customer
  • Return number (RGA) issued by ISN
  • RGA attached to the return package

GUIDELINES

If you wish to make a request for a NEW return item: Fill in the form  RGA_English.pdf

and send it to the following email address: return@isncanada.ca

 

For all request of an item under warranty please contact us at return@isncanada.ca or call 1-888-327-0222 # 5

 

All requests will be investigated before approving a return and issuing an RGA number.

 

For all return requests, we allow 30 days from the RGA creation to receive the products. If the products are not received within 30 days, the RGA will be cancelled and a new RGA will be required.

 

All returns without a RGA number will be automatically refused into our warehouses. ISN will make the following decision at its own discretion:

 

  •  Return the goods to the customer. If the item is returned, ISN will choose the shipping method and the costs will be covered by the customer.

OR

  • A 15% restocking fee will be applied.   (15% of the return good value)

All returned items will be assessed to determine if a credit is issued. ISN will keep you informed of the decision and if not approved, ISN will return the product to you and shipping charges will apply.

 

All return credits will be issued at the original invoiced price.

LIST OF UNAUTHORIZED RETURNS

  • Discontinued items
  • Product not in storage
  • Final sale item
  • Special order items
  • Orders in Direct ship from the US
  • Items not sold by ISN (from a competitor)
  • Product with battery with a date of purchase of more than 1 year
  • All products with a purchase date of 2 years and over
  • Return without original invoice
  • Return without RGA
  • Return of an item received more than 30 days after an RGA was issued
  • Damaged item
  • Damaged packaging
  • All promotion orders with « cash back » or « free good »
  • Used/ installed/ preregistered item