Returns Policy
Bow Valley Basics believes in supplying our customers with only the best products.
However, we do realize that problems can occur, and mistakes do happen.
If you need to return a product, please follow the guidelines listed below.
- All returned merchandise must be in saleable condition in its original carton with all packaging intact,
unmarked and in new condition. This includes the Universal Product Code (UPC), manuals, parts and your receipt or packing slip. - All returned merchandise must be accompanied by a completed and signed Return Request Authorization Form.
- All merchandise must be returned within 30 days of the invoice date except for technology and electronic products, which must be returned within 21 days of invoice date.
- Defective merchandise must be reported within 5 business days of the invoice date.
- Shortages must be reported within 48 hours of the invoice date.
- Damaged merchandise should be refused.
- Concealed damaged merchandise should be reported immediately.
Unopened, unused office supplies may be exchanged or returned for a full refund within 30 days of receipt.
Consumable food and beverage items are not returnable due to health and safety concerns.
For health and safety reasons, these products can only be returned if the packaging is unopened and unused. Open containers of hazardous products (damaged) cannot be returned. For the safety of our drivers, spilled liquid, broken containers, or damaged hazardous materials will not be picked up.
Ink and toner items that have been opened or used in any way are non-returnable. Unopened, unused items may be exchanged or returned for a full refund within 30 days of the invoice date. Defective/Damaged ink and toner may be exchanged only within 30 days of the invoice date. After 30 days, please contact the customer service team at 1-403-678-2728 for further instructions regarding returns.
Headphones, headsets, and earbuds are not returnable due to sanitary reasons.
Technology and Consumer Electronic products (including but not limited to computers, laptops, tablets, eReaders etc.) that are unopened and unused may be exchanged or returned for a full refund within 21 days of the invoice date. Defective/Damaged Technology items may be exchanged only within 21 days of the invoice date. Returned items must be complete and include all components in their original packaging.
All special ordered merchandise is non-cancellable and non-returnable except in case of error by Bow Valley Basics
All Furniture orders that have been placed are non-cancellable and/or non-returnable except in case of error by Bow Valley Basics. For damages incurred during delivery or installation, please contact info@bvbasics.com or 403-678-2728 within 24 hours to report the damage. A picture of the damage and the order number are required. Bow Valley Basics will arrange a replacement of the exact original product. After 24 hours of receipt of the goods, we will be unable to offer a refund or replacement. If the product does not fit into your home, it will be classed as a cancelled order, and costs will apply. If the product subsequently develops a fault within the warranty time frame, please contact the customer services team at 403-678-2728, who will liaise with the supplier to resolve the issue.
In light of the COVID-19 pandemic, Bow Valley Basics will not be accepting returns of any personal protective equipment (including but not limited to hand sanitizer, disinfectant wipes, facial tissue, toilet paper, paper towels and associated dispensers) until further notice. We have seen some customers purchase more than 'normal' volumes of certain products (i.e. toilet tissue, hand sanitizers, paper/hand towel, cleaning products). Like other major retailers around Canada, we will not refund items that are deemed to have been purchased in this manner based on a change of mind after they have been shipped.
