Refund Policy

This Refund Policy applies to all purchases made through fidarsystem.com or directly with the FIDAR System sales team. For information on returning physical items, please also review our Returns Policy.

1. Refund Eligibility

Refunds are available in the following situations:

• Damaged in transit: Materials confirmed to have been damaged during shipping, reported within 48 hours of delivery with photographic evidence.
• Incorrect order: Items shipped that do not match your confirmed order specifications (wrong material, colour, thickness, or size).
• Defective material: Materials with manufacturing defects that render them unusable for their intended purpose, reported within 14 days of delivery.
• Eligible stock returns: Approved returns of unused, uncut stock materials submitted in accordance with our Returns Policy and received in acceptable condition.
• Cancelled orders: Orders cancelled before production or picking commences.

2. Non-Refundable Items

The following are not eligible for a refund:

• Custom cut-to-size orders, once production has begun.
• Materials that have been altered, cut, drilled, or processed after delivery.
• Items returned without a valid Return Merchandise Authorization (RMA) number.
• Items damaged after delivery acceptance due to improper handling or storage.
• Shipping and handling fees (except where the error is on our part).

3. Shipping Costs on Refunds

• Our error (damage, defect, or wrong item): We will refund the full order value including original shipping charges.
• Customer-initiated return: Original shipping charges are non-refundable. Return shipping costs are the responsibility of the customer.

4. How to Request a Refund

1. Contact us within the applicable window (48 hours for damage/defect; 14 days for eligible stock returns) at info@fidarsystem.com or (416) 857-7555.
2. Include your order number, a description of the issue, and clear photographs where applicable.
3. Our team will review your request and respond within 2 business days with a decision and next steps.
4. If a return is required, we will issue an RMA number and provide return instructions.

5. Refund Processing Timeline

Once a refund is approved (and the returned item received and inspected, where applicable), refunds are processed as follows:

• Credit card payments: Refunded to the original card within 5–10 business days. Your bank or card issuer may take additional time to post the credit to your account.
• Electronic funds transfer (EFT): Processed within 3–5 business days to the originating account.
• Account credit: Applied to your FIDAR System account within 1–2 business days upon request.

You will receive an email confirmation once your refund has been processed.

6. Partial Refunds

In cases where only part of an order is affected (e.g., one item in a multi-item shipment is damaged), we will issue a partial refund or replacement for the affected items only.

7. Questions?

Contact our team at info@fidarsystem.com or (416) 857-7555. See also our Returns Policy and Shipping Policy.