False Creek Fuels Return and Refund Policy – Online Shopping
First and foremost: we are a small company. When you shop with us, you won’t be dealing with robots or waiting on hold with a massive call centre. You will be dealing with real people who will do their best to help.
If you have a problem with your online order, please complete the return request form below. Once submitted, our system will review your purchase date, country, and reason for return, then email you the appropriate return instructions.
Please do not ship anything back to False Creek Fuels until you have submitted the form and received return instructions by email. Returns sent without instructions or authorization may be delayed or refused.
Online return window
Our standard return window for online purchases is 30 days from the purchase date.
If your order is outside this return window, the item may not be eligible for return through False Creek Fuels. For defect or warranty-related issues after the return window has passed, please contact the manufacturer directly for warranty support.
Common return reasons
I ordered the item by mistake, no longer need it, ordered the wrong item, or placed a duplicate order
No problem. If the item is within the return window and is eligible for return, we will email you customer-paid return instructions after you complete the form below.
In these cases, the customer is responsible for return shipping. The item must be unused, in resalable condition, and returned with its original packaging where applicable. If the item has been used, damaged, installed, or the packaging is missing or torn open, we may not be able to accept the return or a restocking fee may apply.
The item was damaged during shipping
Please complete the form below and include details about the damage. If possible, upload photos of the product, packaging, and shipping label. If the claim is approved, we will provide the appropriate return or replacement instructions.
The item was missing parts or missing items
Please complete the form below and describe what is missing. We may ask for photos of the packaging, labels, or contents so we can review the issue and resolve it as quickly as possible.
The website description or photo was inaccurate
We do our best to provide accurate product information, but mistakes can happen. Please complete the form below and explain the issue. If the item was incorrectly described or shown, we will review the request and provide the appropriate instructions.
The wrong item was received
If you ordered one item but received something different, please complete the form below and include details about what you ordered and what you received. If possible, upload photos of the item, packaging, label, or part number.
The item appears defective or may require warranty support
If the item appears defective within the return window, please complete the form below and provide as much detail as possible. Depending on the product and manufacturer, we may replace the item, refund the item, or direct you to the manufacturer for warranty support.
If the item is outside our 30-day return window, warranty or defect-related issues are generally handled directly by the manufacturer.
Refunds
Once an approved returned item has been received and inspected, we will process the applicable refund as soon as possible and typically within 7 days. Refunds MUST BE issued to the original payment method.
Original shipping charges may not be refundable for customer-paid returns, including items ordered by mistake, no longer needed, ordered incorrectly, or duplicate orders.
Items not eligible for returns
The following items are not accepted for return unless defective or otherwise required by law:
- Life vests & jackets
- Flares
- Fire extinguishers
- Cut inventory (wire, rope, chain, fibreglass, etc.)
- Other marine safety equipment.
- Paint and chemicals
- Electronics that have been opened
- Registered devices (EPIRBs)
- Used, installed, damaged, or incomplete items
- Items missing original packaging, manuals, accessories, or components.
In-store purchases
For items purchased in our store, we will gladly offer an exchange or refund where eligible. In-store returns must be accompanied by a store receipt and be made within 30 days of purchase.
To be eligible for a refund, the item must be unopened, unused, and in resalable condition, unless the item is defective.