Return & Refund Policy | ProServe Facility Solutions

1. What We Accept

Damaged shipments — reported within 5 business days of delivery with photos of the affected items and packaging.
Incorrect shipments — wrong product, wrong variant, or wrong quantity shipped versus your order or restocking schedule.
Unopened, resaleable products — returned within 30 days of delivery in original packaging.
Defective product claims — covered under the manufacturer warranty applicable to the item.

2. What We Cannot Accept

Opened or partially used consumables (paper, soap, food, beverage, snacks).
Chemical products once seals are broken or containers opened.
Custom or special-order products sourced specifically for your account.
Used or operated equipment, unless covered under warranty.
Items shipped under a customized recurring supply program once accepted at delivery.
Final-sale, clearance, or close-out items where indicated.

3. Damage & Shortage Claims

Inspect deliveries on arrival. Note any visible damage or shortages on the driver's delivery slip when possible, and email info@proservefacility.ca within 5 business days. Include your account / order number, photos of the damage, and the affected line items. We will arrange a replacement, credit, or refund based on the situation.

4. Refund Method

Approved refunds are issued back to the original payment method for ecommerce orders, or applied as an account credit for managed B2B accounts on invoice terms. Processing typically takes 5–10 business days after the return is received and inspected.

5. Commercial Account Agreements

Approved commercial accounts may operate under custom service agreements with negotiated return, exchange, and credit terms — including par-level adjustments, seasonal ramp-downs, and substitution policies. Where a signed agreement exists, those terms govern in place of this standard policy.

6. Restocking Fees

A restocking fee of up to 15% may apply to large unopened returns that require freight handling, palletization, or special pickup. The fee, if any, will be confirmed before the return is authorized.

7. How to Start a Return

Email info@proservefacility.ca or call 1-844-820-SERV with your order or account number. Our team will issue a Return Authorization (RA) and coordinate pickup or drop-off. Please do not return product without an RA — unauthorized returns may be refused.