Returns, Refunds & Cancellations Policy 

Effective date: August 1, 2026  

1. Overview 

We want you to be confident in your purchase from Total Prepare. 

Eligible products may be returned within 30 days of delivery, subject to the conditions and exclusions described in this policy. 

Before returning any product, please contact our Customer Experience team to request return authorization and instructions. Products sent to us without authorization may experience processing delays or may be returned to the sender. 

This policy applies to purchases made directly from: 

Products purchased from another retailer or marketplace must generally be returned through the original seller. 

Nothing in this policy limits any mandatory consumer right, legal warranty, or remedy available under applicable law. 

2. Starting a Return 

To request a return, contact us within 30 days after the product was delivered or purchased. 

Please provide: 

Once the return is approved, we will provide: 

Email: hello@totalprepare.ca Telephone: 1-888-832-1733 Local telephone: 778-265-5331 

Please do not ship a return until you have received instructions from our team. 

3. Eligible Change-of-Mind Returns 

A product may generally be returned because you changed your mind, ordered the wrong item, or no longer require it when all of the following conditions are met: 

Final Sale and clearance products 

Products clearly marked Final Sale before purchase cannot be returned because of a change of mind. 

A product is not automatically Final Sale merely because it is discounted. Any final-sale restriction will be disclosed on the product page, quotation, receipt, or other sales information before the purchase is completed. 

Custom and special-order products 

The following may be non-returnable when that restriction is disclosed before the order is finalized: 

Gift cards 

Gift cards are non-refundable and cannot be redeemed for cash except where required by law. 

Products subject to return restrictions 

Certain products may not be safely or legally returnable through standard mail or courier services. Contact us for instructions rather than attempting to ship such a product independently. 

These exclusions do not apply where a product is damaged, defective, incorrectly supplied, subject to a recall, or otherwise covered by rights that cannot legally be excluded. 

6. Bundles, Kits, and Promotional Purchases 

Products purchased as part of a bundle or multi-product promotion must generally be returned as a complete set to receive a full refund. 

Where only part of a bundle is returned, we may recalculate the purchase based on the regular or applicable price of the products retained. Any adjustment will be explained before the return is completed. 

Promotional gifts must be returned with the qualifying purchase. If the promotional item is not returned, its disclosed value may be deducted from the refund where permitted by law. 

Individual components removed from a Total Prepare kit are not normally eligible for a separate change-of-mind return unless we approve the return in writing. 

If a kit arrives with a missing, damaged, or incorrect component, contact us under Section 8. 

7. Incorrect or Incomplete Orders 

Please inspect your order after delivery. 

Contact us promptly if: 

Please retain the product, original packaging, shipping label, and packing materials while we review the issue. 

When Total Prepare has supplied an incorrect product, we will provide an appropriate resolution, which may include: 

You will not be required to pay return shipping when a return is necessary because Total Prepare supplied the wrong product. 

Do not use or dispose of an incorrect product unless our team has provided instructions. 

8. Products Damaged During Delivery 

Contact us as soon as possible if a product arrives visibly damaged. 

We ask that delivery damage be reported within [5 or 7] business days so that we can investigate the shipment and meet carrier claim deadlines. A delay in reporting does not eliminate any right that cannot legally be limited. 

Please provide: 

Keep all products and packaging until we confirm whether they need to be inspected, returned, or retained. 

Depending on the circumstances, we may: 

Do not return a damaged product at your own expense unless we have asked you to do so. 

9. Defective Products and Warranty Claims 

If a product appears defective, unsafe, or unable to perform its intended function, stop using it and contact us. 

Please provide: 

Depending on the product, the issue, the applicable warranty, and your legal rights, the resolution may include: 

Where a return is required for an approved defect or warranty claim, Total Prepare or the responsible manufacturer will provide instructions. Total Prepare will cover reasonable return shipping when required by this policy or applicable law. 

We may need to inspect or test the product before determining the appropriate remedy. An inspection does not limit any legal warranty or consumer right. 

Damage caused by misuse, improper storage, unauthorized modification, accidental damage, normal wear, or failure to follow instructions may not qualify as a product defect or warranty claim. 

Manufacturer and Total Prepare warranties are additional to any legal rights that apply automatically. 

10. Exchanges 

For ordinary change-of-mind exchanges, the simplest process is generally to: 

This helps ensure that the replacement product is available and that pricing, tax, and shipping are calculated correctly. 

The customer is responsible for: 

When an exchange is required because a product is defective, damaged during delivery, or incorrectly supplied, Total Prepare will cover the reasonable shipping costs associated with the approved replacement. 

Replacement products are subject to availability. Where an identical product is unavailable, we may offer a comparable replacement, store credit, refund, or another resolution accepted by you. 

11. Order Cancellations 

Contact us as soon as possible if you wish to cancel or change an order. 

We will make reasonable efforts to accommodate a cancellation request, but we cannot guarantee that an order can be stopped after it has entered processing, been allocated to a warehouse, been prepared for shipment, or been shipped. 

Before processing begins 

If the order has not entered fulfilment, we may be able to cancel it and refund the applicable amount to the original payment method. 

After fulfilment begins 

If the order has already entered fulfilment, cancellation may not be possible. Once delivered, eligible products may be returned under the change-of-mind provisions of this policy. 

The customer may be responsible for shipping and return costs where an order could not be stopped after processing began. 

Custom and special orders 

Custom-branded, specially sourced, configured, assembled-to-order, or large-volume products may not be cancellable after procurement, production, branding, or assembly has begun. 

Any deposit, cancellation charge, or non-cancellable stage for a custom order will be disclosed in the applicable quotation or agreement before the order is finalized. 

Legal cancellation rights 

Nothing in this section limits any statutory right to cancel an online or distance-sale contract, including rights that may apply when required information was not provided or products were not delivered within the legally required period. 

12. Refused and Undeliverable Shipments 

If a shipment is refused, unclaimed, or returned because the delivery information provided was incorrect or incomplete, we will contact you after the product is returned to us. 

Unless the shipment problem was caused by Total Prepare or the carrier, the customer may be responsible for: 

Eligible products may be refunded after deducting applicable shipping charges. Products that are non-returnable under this policy may not qualify for a refund merely because delivery was refused or unsuccessful. 

Additional procedures for delayed, missing, and undeliverable shipments are set out in our Shipping & Delivery Policy. 

13. Refund Processing 

Once an authorized return has been received and inspected, we will notify you whether the return has been approved. 

Approved refunds will normally be issued to the original payment method within [5 to 10] business days after inspection. 

Depending on your bank, card issuer, or payment provider, additional processing time may be required before the refund appears in your account. 

Refunds generally include the amount paid for the approved returned product, less any applicable: 

Taxes associated with the refunded product will be adjusted as required. 

We do not normally refund a purchase to a different card, bank account, or person. 

If the original payment method is no longer available, contact us so that we can determine an appropriate alternative. 

14. Late or Missing Refunds 

If an approved refund has not appeared after the expected processing period: 

Please provide your order number and refund confirmation when contacting us. 

15. Gifts 

A refund for an item purchased as a gift will normally be issued to the original purchaser and original payment method. 

Where appropriate, we may offer the gift recipient store credit instead, subject to proof of purchase and the other requirements of this policy. 

16. In-Store Returns 

Eligible online purchases may be returned at our Victoria retail location after return authorization has been issued. 

Total Prepare Inc. 48 Crease Avenue Victoria, British Columbia V8Z 1S3 

Please bring: 

Refunds for online purchases will normally be issued through the original online payment method rather than as cash at the store. 

17. Organizational, Institutional, and Custom Orders 

Purchases made under a corporate, government, institutional, wholesale, custom, or project-specific quotation may be governed by separate return and cancellation terms. 

These may include: 

Where an accepted quotation or written agreement conflicts with this policy, the specifically negotiated written terms will govern to the extent of the conflict. 

Mandatory legal rights continue to apply where they cannot be excluded. 

18. Recalls and Safety Concerns 

Product recalls and safety notices are handled according to the instructions of the manufacturer, distributor, or applicable regulatory authority. 

Contact us immediately if you believe a product: 

Do not use or independently ship a product affected by a safety notice until you have received appropriate instructions. 

19. Your Legal Rights 

This policy provides Total Prepare’s standard procedures for returns, refunds, exchanges, and cancellations. 

It does not limit any right or remedy available under applicable federal, provincial, or territorial law. 

Depending on the circumstances and your province or territory, additional rights may apply where: 

Where this policy conflicts with a mandatory legal right, the applicable law will govern. 

20. Contact Us 

Contact our Customer Experience team before returning a product or if you have questions about this policy.