Refund policy

Returns and Refunds

Safetywear and Rescue is committed to helping customers resolve a product concern fairly and efficiently. To request a return, contact us at admin@totalgroup.ca with your order number, the item you want to return, and the reason for the request. Please do not send an item back until you have received return authorization and instructions from our team.

Return window and condition

Subject to the exceptions below, return requests must be made within 30 days of confirmed delivery. To be eligible, an item must be new, unused, unworn, unwashed, and in resalable condition. Original packaging, tags, manuals, accessories, and proof of purchase must be included where applicable.

For health, safety, traceability, and resale reasons, we cannot accept items that have been opened, used, worn, altered, contaminated, damaged after delivery, or returned without the original packaging and required labels. This includes opened or used personal protective equipment and other safety equipment that cannot be resold as new. Custom, special-order, and clearly marked final-sale items are not returnable unless they are defective or were supplied in error.

Return shipping and fees

For an approved standard return, the customer is responsible for return shipping costs. Original outbound shipping charges are not refundable. Safetywear and Rescue will provide instructions for returns involving a confirmed product defect, shipping damage, or an item sent in error. No standard restocking fee applies to an eligible return under this policy.

Inspection and refunds

Returned items are inspected after receipt. Once approved, refunds are issued to the original payment method within 5–7 business days. Your financial institution may take additional time to post the credit.

Exchanges

We do not offer direct exchanges. If you need a different size, colour, or product, request a return authorization for the eligible original item and place a new order for the replacement item, subject to product availability.

Damaged, defective, or incorrect items

If an item arrives damaged, defective, or incorrect, contact us promptly with your order number and photographs where relevant. We recommend contacting us within 10 days of delivery so we can resolve the issue quickly. Nothing in this policy limits rights that cannot be excluded under applicable law.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. Some orders move into fulfillment quickly and may not be changeable or cancellable once processing has started. If an order has already shipped, this return and refund policy applies.