Returns & Refunds

Straightforward rules, written in plain language. If something is wrong with your order, we want to fix it.

The 30-day window

You have 30 days from delivery to request a return on a stock product, provided it is:

Unused
In the original packaging with all accessories, manuals, cables, and factory seals intact
Not on the excluded list below

Requests made after 30 days are reviewed case-by-case but are not guaranteed.

Defective vs. buyer remorse

There is a real difference, and we treat them differently.

Defective on arrival (DOA) or failed within 30 days. Not your fault. Return shipping is covered, the unit is replaced from stock if available, or a full refund is issued. If the manufacturer handles the warranty directly on that brand, the RMA is started on your behalf — you do not chase it. See the Warranty page for details.

Buyer remorse — you changed your mind, ordered the wrong thing, or the product works fine but does not fit your use case. You cover return shipping, and a restocking fee may apply on opened items:

Unopened, factory-sealed: full refund of the item price, no restocking fee.
Opened but complete and in resalable condition: 15% restocking fee.
Opened, used, or missing accessories or packaging: 25% restocking fee, or the return may be declined.

Defective items are never restock-feed.

What cannot be returned

These are excluded from standard returns. The reason is explicit because it matters:

Drones. Once a drone has been registered or flown, it cannot be resold as new. Transport Canada registration is tied to the buyer, and any battery cycle counts, flight logs, or activation state cannot be reversed. If a drone is defective or DOA, it falls under warranty — we will handle it through the manufacturer or replace it. But changing your mind after registration is not a returnable situation on a drone.

Built-to-order items. Anything built or modified to a buyer specification — custom robotics platforms, classroom kit assemblies, prototyping builds, competition robotics configurations — is non-refundable once construction has started. Parts, controllers, sensors, and finishes are chosen for a specific purchase. Warranty on workmanship still applies — see the Warranty page.

Special-order items brought in specifically for your order are handled the same way — we will flag these clearly before charging.

Gift cards, downloadable items, and items marked final sale or clearance are also non-returnable.

Installation labour

Labour performed on-site is not returnable in the retail sense. Workmanship issues are handled under the 12-month installation labour warranty — see the Warranty page for the full terms.

Who pays return shipping

Reason	Who pays
Defective, DOA, or wrong item shipped	We pay — prepaid label provided
Buyer remorse, wrong purchase decision	You pay
Product works but does not fit your application	You pay
Warranty replacement outside 30 days	Case-by-case — usually manufacturer-dependent

For buyer-return shipping, use a tracked service with appropriate coverage. Items damaged or lost in return transit without tracking are the sender responsibility.

How to start a return

Email support@wirednwireless.ca with:

Your order number
What you are returning
The reason (defective, wrong item, remorse, etc.)
Photos if there is visible damage or a defect

We will reply within one business day with an RMA number and instructions. Do not ship anything back without an RMA — unlabelled returns can get lost on our end and delay your refund.

Refund timing

Once we receive and inspect the return:

Refund processed within 3 business days of receipt
Credit card refunds appear in 5 to 10 business days after processing, depending on your bank
Interac, PayPal, and store credit post faster — typically 1 to 3 business days

Refunds go back to the original payment method. Cheques and cash refunds are not issued on card transactions.

Your consumer rights

Nothing on this page reduces your rights under the Manitoba Consumer Protection Act or Canadian federal consumer protection law. If we have described something incorrectly, misrepresented a product, or a product has an implied defect, we will make it right — that is not a policy favour, it is the law, and we take it seriously.