Return Policy

• ALL RETURNS & EXCHANGES require an RMA to be completed.
  • The RMA needs to be completed by you on our website - Returns is found under Customer Service at the bottom of our website. 
  • You must be signed into your online account, if you do not have one - please create one.  This needs to be done to be able to submit an RMA.
  • Please enter the product details of the item you wish to return.
  • Remember to let us know what needs to be done in the Return Details.  Refund, Exchange, etc.  Also take the time to let us know why this return is occurring.
  • Refunds processed will be for the product(s) only, outgoing shipping charges will not be refunded.

Failure to complete any of these requirements will slow the RMA approval process.

• Approved returns must have the RMA number on the shipping label, failure to do so may result in your return being refused at delivery.  
• Returns that do not have RMA approval that are received will be charged a Restocking Fee of 20%.  
• Custom orders are non-returnable.
• Sands Canada may require further clarification or information regarding the return before approving the RMA.  This clarification and information may be required to complete the request.  
• Our sales team can answer questions about the return process, but can not complete the return on your behalf.

1. All products must be returned in the manufacturer's original packaging, clean and with a complete description of the problem and a copy of the original invoice.  Items that have been worn, washed, used, mistreated or otherwise abused cannot be returned and may be mailed back to the customer. PPE products such as masks, gowns and gloves are NOT returnable.
2. Items being returned for repair must be cleaned, disinfected and free of any potential health hazards prior to being shipped back.
3. We repair most nylon/Cordura cases and bags from any manufacturer.  Repair charges are based on the type of damage and repairs required.    NOTE:  For warranty repair on some products, you may be required to send the product back to the original manufacturer.
4. In most cases, custom orders are non-refundable.  However, a Restocking Fee of 20% is applied to custom orders or special orders being returned that we have approved in certain circumstances.  We reserve the right to apply a restocking fee on returns that exceed the standard 30-day return policy and inspect the product for damages, use prior to return, missing parts, etc.
5. There are no refunds outside of 30 days from purchase date.  Exchanges that are not due to workmanship will not be accepted outside of 30 days.
6. All return shipments are pre-paid by the customer and we will not reimburse those shipping charges.  If the exchange/return is at the fault of Sands Canada, it will be our discretion to reimburse for reasonable shipping charges. Absolutely no returns will be accepted COD and will be returned the customer.  We do recommend a courier, like Canada Post, where a tracking number is provided.  It is the customers' responsibility to ensure the return in case it is lost in transit.  Sands Canada is not responsible for lost packages by the mail/courier company. In the case of exchanges were Sands Canada did not commit an error with the order, shipping of the exchanged product(s) is to be paid by the customer.
7. Due to health concerns and the possible risk of cross-contamination of infectious diseases, products used for medical diagnostics and testing may be non-returnable.  Certain clothing, like undergarments, are also non-returnable.  Please complete an RMA request to see if the product can be returned.
8. In order to avoid delays with your RMA request, if you have spam control with your email application, please add sales@sands.ca, shannon@sands.ca and alicia@sands.ca to your safe list.  Sands Canada is not responsible for any delays if the RMA emails are not received.
9. Once an RMA is approved, please ship your item(s) to us within 30 days of the RMA being approved to the address below.  RMA's are cancelled after 30 days of inactivity and you will need to obtain another RMA to process the return. IMPORTANT: Ensure you put your RMA # on the shipping label.  Your item(s) may be returned to you if this is not present.
10. The time frame to complete the return process comes down to how long it takes to receive the product back from you.  Refunds are processed within 5-7 days of receiving the product back.  Exchanges are usually handled on the day they are received, stock permitting.
11. We do not price match or offer price protection on items that may subsequently go on sale.  
12. click on this link to return the items https://www.sands.ca/index.php?route=account/return/add

Return Address

Sands Canada Inc.
Attn: Returns - {Your RMA Number}
300 Central Ave W
PO Box 1752
Brockville, ON, K6V 6K8

Note:  Once product is shipped back, please send an email to sales@sands.ca containing the RMA as the subject and in the message body, the courier service used and the tracking number.