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