Refund policy

At Surplus Tactical, we want you to be completely satisfied with your purchase. If you change your mind or run into an issue with your order, you can return your item according to the terms of this Return and Refund Policy.

We're a company based in Latvia (registered address: FPFM SIA, Saulgožu iela 4 - 17, LV-1055 Rīga, Latvia) proudly serving customers across Canada. All returns are processed through our warehouse in France.

1. Eligibility & Return Window

You can return eligible items within 30 days of delivery, provided that:

Items are unused, and in the same condition as when received
Items are in their original packaging with all tags and labels attached
You include the original receipt or proof of purchase
You receive return authorization from us before shipping anything back

Non-returnable items:

Items marked as final sale or clearance
Products damaged due to misuse or normal wear after use
Items without original packaging or missing components

2. How to Start a Return

Step 1: Email us at contact@surplus-tactical.com with:

Your name and order number
Item(s) you wish to return
Reason for return (change of mind, defective, wrong item, etc.)
Photos (if the item is defective or incorrect)

Step 2: Wait for our return authorization email (typically sent within 1-2 business days). This email will include:

Return approval confirmation
Return shipping address in France
Return authorization number (include this in your package)
Any additional instructions

Step 3: Ship the item(s) back using tracked shipping (Canada Post or courier recommended)

⚠️ Do not send items back without authorization – unauthorized returns may not be processed.

3. Return Shipping Costs

For Change-of-Mind Returns:

You are responsible for return shipping costs from Canada to France
Typical shipping costs range from CAD $25–$50 depending on carrier, package size, and weight
We recommend using tracked shipping for your protection
Original outbound shipping costs are non-refundable

For Defective or Incorrect Items:

See Section 5 below – we cover these costs

4. Refunds for Change-of-Mind Returns

Once we receive and inspect your returned item(s):

✅ If your return meets all requirements:

You'll receive a full refund of the item price (including any discounts applied at purchase)
Original shipping fees are not refunded
Refunds are issued to your original payment method within 10 business days of receiving the return at our French warehouse

❌ If your return doesn't meet requirements (e.g., used, damaged by customer, missing packaging):

We'll contact you with details of the issue
You may be offered a partial refund based on the item's condition (at our discretion)
You can choose to have the item shipped back to you (additional shipping charges will apply)

5. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, contact us immediately at contact@surplus-tactical.com with:

Your order number
Clear photos showing the defect or incorrect item
Brief description of the issue

We will review your claim within 2 business days.

Our Resolution for Defective/Incorrect Items:

Option 1 (Most Common):
We will issue a full refund including your original shipping costs – no return required. Due to the high cost of international returns, we typically do not require defective items to be shipped back.

Option 2 (If Return is Requested):
In some cases, we may request the item be returned for inspection. If so:

We will provide prepaid return shipping OR reimburse your actual return shipping costs in full (no cap)
Full refund of item price + original shipping costs will be processed within 10 business days of receiving the return

6. Exchanges

We don't offer direct exchanges at this time. If you'd like a different size, color, or product:

Follow the standard return process (Sections 2–4)
Indicate in your email that you'd like an exchange and specify the replacement item
Once we receive your return, we'll process your refund
You can then place a new order for the item you want

Note: You are responsible for return shipping costs (CAD $25–$50) for the original item. Standard shipping charges will apply to your new order.

7. Consumer Rights & Governing Law

This Return and Refund Policy is designed to work alongside your consumer rights under Canadian consumer protection law.

Your Legal Rights:

Under Canadian law, you have the right to:

A refund, replacement, or repair if a product is defective, not as described, or unfit for its intended purpose
Protection against misleading advertising or unfair business practices
Additional protections under your provincial consumer protection legislation

These rights cannot be waived or limited by this policy.

Governing Law:

This policy and all transactions are governed by the laws of Canada and the province in which you reside. In the event of a dispute, Canadian consumer protection laws will apply.

For specific questions about your consumer rights, visit:

Federal: Canadian Consumer Handbook
Provincial: Contact your provincial consumer protection office

8. Contact Us

For questions about returns, refunds, or your consumer rights:

📧 Email: contact@surplus-tactical.com
📞 Phone: +1 416 477 5214 (Canadian support line)
📍 Registered Address: FPFM SIA, Saulgožu iela 4 - 17, LV-1055 Rīga, Latvia

Support Hours: Monday–Friday, 9:00 AM – 6:00 PM EST

For full terms and conditions, visit our website or request a copy via email.