We want you to be confident buying from SimplySecured. Most new, unused items can be returned within 30 days of delivery. Approved returns within Canada include a prepaid return shipping label. Always contact us before sending anything back.
Jump to: How to start a return · Eligibility · Final sale exclusions · Damaged or defective items · Refund timing · Trade and project orders
How to Start a Return
Step 1 - Contact us first
Email support@simplysecured.ca or call (403) 275-4565 with your order number and the reason for the return. Do not ship anything back without prior authorization.
Step 2 - We confirm eligibility
Our team reviews your request, troubleshoots where appropriate, and confirms whether the item qualifies for return. In some cases, a compatibility or installation question can be resolved without sending the product back.
Step 3 - We send instructions
For approved Canadian returns, we send a prepaid return shipping label and packing instructions. Please return the product securely packaged in its original packaging.
Step 4 - We inspect and process your refund
Once the returned item is received and inspected, we process the refund to the original payment method. Your card issuer or bank may take additional time to post the credit.
Return Eligibility Requirements
To qualify for a standard return, items must be:
- Returned within 30 days of the delivery date.
- New, unused, and uninstalled.
- In original, undamaged packaging with all accessories, documentation, and proof of purchase.
- Outside the excluded categories listed below.
Items that have been installed, used, or returned without complete original packaging may be refused or may be subject to a restocking fee at our discretion.
Items That Are Not Eligible for Return
The following items are final sale and cannot be returned unless they arrive defective:
- Special-order and custom-configured products - items ordered specifically for your project and not part of regular stocked inventory.
- Clearance and final-sale items - clearly marked on the product page at time of purchase, including items from our Sale collection where applicable.
- Cut-to-length products - including LED tape light cut to custom length, wire cut to length, or any modified product.
- Opened electrical devices in certain categories - for safety and code reasons, opened dimmers, switches, and lighting controls and smart locks may only be returnable if defective unless prior authorization has been granted.
- Items with broken tamper seals, where applicable.
- Activated or consumed digital entitlements - subscriptions, software licenses, and activation codes.
- Vosker camera subscriptions and data plans - managed directly by Vosker and not refundable through SimplySecured.
Exchanges
To exchange for a different size, colour, or model, contact us before returning the original item. If the replacement item costs more, you pay the difference. Exchanges follow the same eligibility criteria as standard returns.
Damaged, Defective, and Warranty Situations
Damaged or defective on arrival
If your item arrives damaged or defective, contact us within 5 business days of delivery. Include photos or video and your order number. We will troubleshoot the issue and arrange a replacement, repair, or refund where appropriate. Do not install a product you believe is damaged or defective.
After the 30-day return period
If a product fails after the return window but within the manufacturer warranty period, manufacturer warranty coverage applies. Contact us with your order number and a description of the issue and we will help facilitate the warranty process.
Refund Processing Times
Refunds are issued to the original payment method after the returned item is received and inspected.
- Our processing time: typically 1-3 business days after the return is received.
- Bank or card provider posting time: typically an additional 3-7 business days.
Commercial, Trade, and Project Orders
Trade and project orders may have modified return terms agreed at the time of quoting or purchase. If your order was placed through a project quote or trade pricing path, refer to your quote terms or contact your account representative directly.
Related shopping paths: Tangra Architectural Lighting · Lotus LED Lights · Reno Lighting · CAST Landscape · Panasonic
Questions about a return? (403) 275-4565 · (877) 212-7929 · support@simplysecured.ca
Return address (after RMA confirmation only): Simply Controlled AV Ltd., Unit 130A, 3359 27th Street N.E., Calgary, Alberta T1Y 5E4