Refund Policy

Effective Date: April 27, 2026

1. Scope

This Refund Policy governs cancellations, returns, exchanges, replacements, and refunds for products purchased directly from Blue Circle Supply.

It should be read together with our:

Terms and Conditions;
Shipping Policy; and
Privacy Policy.

Nothing in this Refund Policy limits a warranty, refund, cancellation right, or other consumer remedy that cannot lawfully be excluded.

2. Thirty-Day Return Period

You may request a return of an eligible product within 30 calendar days after the recorded delivery date.

A return request submitted after 30 days may be refused unless:

The product is covered by a longer written warranty;
The product has a defect covered by applicable law;
The product is subject to a recall; or
Applicable law requires another remedy.

The 30-day period is a return-request period. Products must not be shipped back until we provide return instructions and, where applicable, a Return Merchandise Authorization number.

3. Return Eligibility

To qualify for a change-of-mind return, the product must ordinarily be:

Unused;
Unworn;
Uninstalled;
Unassembled, where applicable;
Unaltered;
Clean and sanitary;
In resalable condition;
In its original packaging;
Accompanied by all manuals, accessories, parts, labels, and promotional items;
Protected by any original safety or hygiene seal;
Supported by proof of purchase; and
Approved through our return-authorization process.

Return authorization does not guarantee a refund. The product remains subject to inspection after receipt.

4. Non-Returnable Products

For health, safety, regulatory, and contamination-control reasons, the following products are non-returnable unless damaged, defective, incorrect, recalled, or otherwise required by law:

Opened or used medical supplies;
Products with a broken hygiene, tamper-evident, or sterile seal;
Sterile products once packaging has been opened or compromised;
Masks, personal protective equipment, wound-care products, and patient-contact products once opened;
Disposable or single-use products once opened;
Consumable products once opened;
Products exposed to bodily fluids, contaminants, smoke, chemicals, or unsanitary conditions;
Products requiring controlled temperature or specialized storage once shipped, where indicated;
Custom, personalized, configured, or specially ordered products;
Products marked “final sale” or “non-returnable” before purchase;
Clearance products where clearly identified as final sale;
Gift cards or digital products;
Hazardous or restricted products that cannot legally or safely be returned;
Products damaged through misuse, accident, improper storage, improper cleaning, unauthorized repair, or failure to follow instructions; and
Products missing serial numbers, labels, parts, manuals, packaging, or accessories.

A product’s specific listing may contain additional return restrictions. Product-specific terms disclosed before purchase form part of this Refund Policy.

5. How to Request a Return

Email support@bluecirclesupply.com and provide:

Full name;
Order number;
Product name or SKU;
Quantity;
Reason for return;
Delivery date;
Whether the package has been opened;
Photos or video where relevant; and
A description of any damage, defect, shortage, or incorrect item.

If the return is approved, we will provide:

A Return Merchandise Authorization number, where used;
The correct return address;
Packaging instructions;
Shipping instructions;
Any applicable return-shipping responsibility; and
Any disclosed restocking deduction.

Do not send a product to the business address or another address without authorization. Unauthorized returns may be refused, delayed, or returned to the sender.

Unless otherwise stated in the authorization, an approved return must be handed to the return carrier within 14 calendar days after authorization.

6. Change-of-Mind Returns

For an eligible change-of-mind return:

The customer is responsible for return shipping;
The customer is responsible for adequate packaging and tracking;
Original shipping charges are not refundable;
Customs, brokerage, duties, or similar cross-border charges are not refundable by Blue Circle Supply;
Any non-refundable payment-provider charge permitted by law may be deducted;
A reasonable restocking fee of up to 20% may apply; and
The actual outbound shipping cost may be deducted from a refund if the original order received free or subsidized shipping.

Any restocking fee will be disclosed in the return authorization before the product is shipped back.

No restocking fee will be charged where the return is caused by:

Our shipping error;
A materially incorrect product;
Verified transit damage;
A covered defect; or
Another circumstance in which a fee is prohibited by law.

7. Damaged Shipments

Inspect the package promptly after delivery.

If the package or product arrives damaged:

Contact us as soon as possible, preferably within seven calendar days;
Keep the product, original box, shipping carton, labels, and packing materials;
Take clear photos of the outer package, shipping label, internal packaging, and damaged product; and
Do not discard or repair the product unless instructed.

We may require information needed for a carrier or supplier investigation.

Depending on the circumstances and applicable law, the remedy may include:

Replacement;
Repair;
Replacement part;
Refund;
Partial refund; or
Another legally required remedy.

The seven-day preferred reporting period helps preserve carrier claims but does not eliminate rights that cannot legally be restricted.

8. Defective Products

If a product appears defective, stop using it where continued use could create a safety risk.

Order information;
Product serial or lot number, where applicable;
Description of the issue;
Photos or video;
Error messages; and
Troubleshooting already performed.

We may request reasonable troubleshooting or inspection consistent with manufacturer instructions.

Depending on the product, warranty, defect, and applicable law, the matter may be resolved through:

Technical support;
Replacement part;
Repair;
Manufacturer warranty service;
Replacement;
Refund; or
Another required remedy.

This policy does not restrict legal rights concerning latent defects that could not reasonably have been discovered within the initial inspection period.

9. Incorrect or Missing Products

Report an incorrect product, incorrect quantity, or missing item as soon as possible, preferably within seven calendar days after delivery.

We may request:

Photos of all received products;
Photos of the shipping carton;
The shipping label;
Packing slips;
Product labels; and
Package weight information.

If we verify that the order was fulfilled incorrectly, we will provide an appropriate remedy and cover reasonable return shipping for an incorrectly supplied product.

10. Exchanges

We generally process exchanges as:

A return of the original eligible product; and
A separate order for the replacement product.

This helps ensure accurate inventory, payment, shipping, and warranty records.

A direct replacement may be provided for a damaged, defective, or incorrect product.

11. Order Cancellations

You may request cancellation by contacting us immediately.

Cancellation is not guaranteed because orders may enter processing shortly after submission.

If the order has not been processed or shipped, we will make reasonable efforts to cancel it.

Once an order has shipped, it must be handled under the return process unless applicable law provides another cancellation right.

If we cancel an order, amounts collected for the cancelled portion will be refunded to the original payment method.

12. Refused and Undeliverable Shipments

A shipment may be returned to us because of:

Refusal;
Incorrect address;
Incomplete address;
Failed delivery attempts;
Unclaimed package;
Import refusal;
Unpaid duties or brokerage; or
Customer failure to cooperate with the carrier.

Where the issue was not caused by our error, the refund may be reduced by:

Original shipping costs;
Return shipping costs;
Carrier fees;
Duties;
Brokerage charges;
Storage charges;
Restocking fees; and
Other reasonable, documented costs permitted by law.

Non-returnable products may remain non-refundable even if delivery is refused.

13. Return Transit

For customer-responsible returns, we strongly recommend:

A trackable shipping service;
Adequate insurance for high-value products;
Proper protective packaging; and
Retaining the shipping receipt.

We are not responsible for a customer return that is lost, misdirected, or damaged before it reaches the authorized return location, except where responsibility cannot legally be excluded.

14. Inspection and Refund Approval

After an authorized return is received, we will inspect it.

Inspection may verify:

Product identity;
Serial or lot number;
Condition;
Completeness;
Packaging;
Safety seals;
Signs of use;
Damage;
Missing accessories; and
Compliance with the return authorization.

We will notify you whether the refund is approved, partially approved, or refused.

A partial refund may apply if an eligible product is returned with:

Missing components;
Damaged packaging;
Customer-caused damage;
Signs of handling beyond reasonable inspection; or
A condition that reduces resale value.

No deduction will be made where prohibited by law.

15. Refund Method and Timing

Approved refunds will be sent to the original payment method unless another method is legally required or expressly agreed.

We generally initiate approved refunds within five to ten business days after inspection.

Banks and payment providers may require additional time to post the credit. We do not control their processing time.

Refunds will normally include applicable taxes attributable to the refunded product. Shipping, duties, brokerage, and other charges will be handled as described in this policy and applicable law.

16. Promotional and Bundle Purchases

If a returned product formed part of a bundle, volume discount, free-gift promotion, or minimum-purchase offer:

The remaining order may be recalculated;
The value of an unreturned promotional item may be deducted;
The customer may be required to return the promotional item; or
The refund may be adjusted to reflect the terms of the promotion.

Adjustments will not exceed the amount permitted by law.

17. Manufacturer Warranty Claims

Some products must be serviced directly by the manufacturer after the return period or under the manufacturer’s warranty.

We may provide available proof of purchase or reasonable assistance, but manufacturer warranty decisions remain subject to manufacturer terms.

18. Statutory Rights

This Refund Policy provides contractual return rights in addition to applicable legal rights.

Where consumer law requires a repair, replacement, refund, cancellation, legal warranty, or other remedy, the mandatory legal requirement will apply regardless of a conflicting policy provision.

19. Contact Information

Return and refund requests:

Email: support@bluecirclesupply.com
Phone: +1 844-635-1893

Strream Direct Marketing Limited, operating as Blue Circle Supply
55 Village Center Place, Suite 200
Mississauga, Ontario L4Z 1V9
Canada

Do not send returns to this address unless the return authorization specifically instructs you to do so.