Returns, Exchanges & Refunds Policy

Effective Date: 2026-06-08
We want you to be completely satisfied with your purchase. If something isn't right, here's how we handle it.

Return Window

We accept returns on eligible items within 15 days of the delivery date. Items must be:

  • In original, unused, and uninstalled condition
  • In original packaging with all included components, manuals, and accessories
  • Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Opened or used safety/PPE items (respirators, hearing protection, disposable gloves, etc.) — for hygiene and safety compliance reasons
  • Consumables that have been opened (lubricants, adhesives, solvents, abrasives)
  • Items marked Final Sale at time of purchase
  • Special-order or custom items
  • Hazardous materials

How to Initiate a Return

  1. Email us at newminas@novaindustrial.ca or via the Shopify Contact us page within 15 days of delivery
  2. Include your order number and reason for return
  3. We'll respond within 1–2 business days with a Return Authorization (RA) number
  4. Ship the item back prepaid to our address — returns without an RA number will not be accepted

Customers are responsible for return shipping costs unless the item arrived damaged or we made an error.

Restocking Fee

A 15% restocking fee applies to all non-defective returns. This is waived if the return is due to our error or a defective product.

Refunds

Once we receive and inspect your return, we'll process your refund within 5–7 business days. Refunds are issued to your original payment method. Original shipping charges are non-refundable.

Exchanges

If you received a wrong or defective item, we'll arrange an exchange at no cost to you. For all other exchanges, the same 15-day window and return conditions apply.

Damaged or Defective Items

Inspect your order upon delivery. If your item arrives damaged or defective:

  • Contact us at newminas@novaindustrial.ca within 48 hours of delivery
  • Include photos of the damage and original packaging
  • We'll ship a replacement or issue a full refund at no charge

Warranty Claims

Many tools and equipment items carry manufacturer warranties. We'll assist in facilitating warranty claims where possible, but warranty coverage and timelines are determined by the manufacturer.

Questions?

Contact us at newminas@novaindustrial.ca or call 902-681-1665
Nova Industrial Supplies Ltd.
38 Nova Dr.
New Minas
Nova Scotia
B4N 5P8