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Customer Satisfaction Guarantee

If you're not completely satisfied with your purchase, simply bring it back to a store and we'll gladly return or exchange it within 30 days* of purchase.

 

Returning to a Retail Store

Please bring your product(s) to the nearest Visions Electronics store location along with all packaging material, accessories, the original method of payment, and original sales receipt. We will then need to verify your product(s) meet our return/exchange criteria before we can process it.

To find or contact one of our Retail Store Locations near you and see the current hours of operation, please visit our Retail Store Locator page HERE.

 

Returning to the Online Store via Shipping

Please contact our Customer Service Team for a Return Authorization and instructions on how to ship the product(s) back to us.

To contact Customer Service, create a ticket by clicking HERE.

Please include all packaging material and accessories when shipping the package(s) to the online store. Any package(s) shipped back without a Return Authorization will be refused.

Visions Electronics will cover the cost of return or exchange shipping if your item arrives defective, damaged, or if an error was made in the processing of your order.

For authorized returns being done via shipping to the online store, you will be refunded minus the cost of shipping once the returned product(s) has been reviewed and approved by our Service Department.

 

My Online Purchases Hasn't Shipped Yet

If your online purchase hasn’t shipped yet, please contact our Customer Service Team to request to cancel your online purchase prior to it being prepared for shipping. You will receive a confirmation email when your order has been cancelled and the refund will be processed to your original method of payment.

To contact Customer Service, create a ticket by clicking HERE.

 

Report a Damaged Shipment

If you received a damaged product, you must notify Customer Service within 24 hours. Failing to do so may result in a denied claim.

For more information please see our What To Do If My Order Arrives Damaged? article by clicking HERE.

 

Defective Exchange

If you find your product to be defective within 30 days of receiving it please contact our Customer Service Team to find out if you are eligible for a Defective Exchange. Defective Exchanges can only be facilitated for the exact same product and the product cannot be returned once a Defective Exchange has been done.

 

Restocking Fee

A restocking fee may apply for any refund or exchange if the product is not in "like new" condition, including all packaging and accessories. We reserve the right to refuse a refund or exchange or charge a restocking fee for any item that does not meet the requirements of our return policies.

 

Processing Refunds

Purchases will be refunded to the original method of payment, except for cash which will be refunded to either a debit card, credit card, cheque, or in-store credit.

Refunds credited to some credit cards and debit cards may take 1-10 business days for processing before the returned funds will appear on your card statement, but this will depend on your card provider.

 

*Exceptions

All products can be returned or exchanged within 30 Days of receipt with the exceptions listed below:

Appliances

  • Small kitchen appliances may be returned for refund if unopened.
    • Small kitchen appliances are subject to a 15% restocking fee if opened.
  • KitchenAid products that are unopened may be returned for refund within 15 days of purchase.
  • Air Conditioners may be returned for refund within 15 days of purchase if unopened.
  • Major Appliances may only be returned if unopened.

Cameras, Camcorders, and Drones

  • Camcorders, Cameras, Lenses and Flashes may be returned for a refund within 15 days of purchase.
    • However Camcorders, DSLR or Mirrorless cameras, lenses or flashes are subject to a 15% restocking fee if they are opened.
  • Drones are subject to a 15% restocking fee if they are opened.
    • DJI products may only be returned if they are unopened. If a DJI product is defective it must be serviced through DJI directly.
  • DJI Care Refresh Card/Codes are FINAL SALE.
  • Photo paper may only be returned if unopened.

Car Audio, Dash Cameras, Remote Starters

  • Radar Detectors cannot be returned once packaging has been opened, however these can be exchanged within 30 days if found to be defective.

Cell Phones

  • Phones sold on a contract have a 15 day return/exchange policy. Must be returned back to the store location from which it was purchased with all original accessories. Customers will be charged for phone usage during the 15 days. Rules in place per the CRTC.
  • Unlocked cell phones may be returned for refund within 15 days.

Computers, Tablets, Chromebooks

  • Home Office Products including Laptops, Desktops, and Tablets may be returned for refund within 15 days of purchase.
    • Laptops, Desktops, and Tablets must be factory reset prior to return.
  • Printers may only be returned if they are unopened.
    • If a printer is defective after it has been opened, it must be serviced through the manufacturer directly.
  • Software: Computer software, Gaming software and Movies (DVDs or Blu-ray Disc) cannot be returned once packaging has been opened due to copyright laws
    • But if the product is found to be defective a Defective Exchange can be done.
  • Consumable products such as drum cartridges, toner, ink, and paper may only be returned if unopened.

Furniture

  • Furniture may only be returned for a refund if unopened.

Headphones & Portable Electronics

  • Apple products (not including headphones) which have been opened may be returned for refund within 15 days of purchase.
    • If an Apple product has activation lock must be disabled in order to qualify for refund.
    • If an Apple product is defective it must be serviced through Apple directly.
  • Apple headphones may only be returned if they are unopened within 15 days of purchase.
    • If an Apple product is defective it must be serviced through Apple directly.
  • Beats products may only be returned if they are unopened.
    • If a Beats product is defective it must be serviced through Beats directly.
  • Google headphones may only be returned if they are unopened.
    • If Google headphones are defective they must be serviced through Google directly.
  • Samsung headphones and watches may only be returned if they are unopened.
    • If a Samsung watch or headphones are defective they must be serviced through Samsung directly.
  • Headphones from any brand may only be returned if they are unopened.

Smart Home & Security

  • Light bulbs may only be returned if unopened.

Accessories

  • Apple products (not including headphones) which have been opened may be returned for refund within 15 days of receiving your purchase.
    • If an Apple product has activation lock it must be disabled in order to qualify for refund.
    • If an Apple product is defective it must be serviced through Apple directly.
  • Disposable batteries may only be returned if unopened.

General

  • Special Order products are FINAL SALE and cannot be refunded or exchanged. If you are ordering a Special Order product, please ensure the product you have selected is correct prior to purchase.
  • All delivery, installation, labor charges, custom accessories, professional set-up fees, and third party fees are not refundable.
  • All Car Install or Home Install labor that is purchased and not used, is only valid as a credit for 1 (one) year from the date of purchase.
  • Cancellation notice of Car Install or Home Install bookings must be confirmed 24 hours’ prior to the install date in order to qualify for a refund.
  • Products sold as "Refurbished" or "Reconditioned" will still qualify for our returns and exchange policy, but may have limitations. The details of these limitations are specified in the product description.
  • Consumable products such as drum cartridges, toner, ink, and paper may only be returned if unopened.