Refund Policy – Online Shopping

First and foremost: We are a small company.  When you shop with us, you won’t be dealing with robots.  You won’t wait on hold to speak to someone in a massive call centre.  You will be dealing with common-sense folks.  If you have a problem with your order, send us an email – we will do our absolute best to make it right!

Please forward all refund requests to sales@falsecreekfuels.com

We want to make sure that you are 100% satisfied with your purchase!  We stand behind all of the items we sell – and we take extreme care when packaging it to ship to you!  If you are not satisfied, you have up to 30 days from the date of delivery to make a claim.  Here are common examples, and how we deal with them:

I no longer need the item

No problem!  Let us know, and we will send you a return shipping label. In this case, you will be responsible for the initial shipping cost and the return shipping.  You will be refunded for your product within three days of the date that we receive it.  It must be received in re-sellable condition.  If the item has been used, or the package has been ‘torn’ open, we wouldn’t be able to resell it,  you wouldn’t want to buy it either ~ therefore we could not offer you a refund.

The item is defective or is not as described

If the item is defective, please email us; we will either send you a replacement or refund your money.  In some cases, we may ask that you return the defective item; if we do, we will provide you with a pre-paid shipping label.

We do our absolute best to offer the most accurate description of the products we sell.  If you feel that the item falls short of the description, please send us an email – we’ll make it right!

The item was damaged during shipping

We will send you a replacement ASAP and will make a claim with our shipping partner for the damage.  In this case, our shipping partner may contact you to verify the damage.  If we do not have replacement stock , we will refund the entire order (including shipping).

Refund Policy – In-Store Shopping

We will gladly offer an exchange or refund for items purchased in our store.  All in-store purchases must be accompanied by a store receipt and be made within 30 days of purchase.

To be eligible for a refund, your item must be unopened and be in re-sellable condition (unless the item is defective).  If the item is defective, please bring it back so we can replace it for you.

Items not eligible for returns

The following items are not accepted for returns unless it is defective:

  • Life vests & jackets
  • Flares
  • Fire extinguishers
  • Other marine safety equipment.