Refund policy

Return window

Unused items in their original condition and packaging may be returned within 30 days of delivery.

How to return

Contact info@civicsupply.ca before returning anything to receive return instructions and a return authorization. Returns sent without authorization may not be accepted.

Restocking fee

A 15% restocking fee applies to non-defective returns.

Return shipping

Return shipping costs are the customer’s responsibility, except where the item is defective or we shipped the wrong item — in those cases we cover return shipping and will replace the item or issue a full refund.

Final sale / non-returnable items

  • Cut-to-length or custom-coupled hose
  • Used or deployed safety equipment (for safety reasons)
  • Clearance items

Refunds

Approved refunds are issued to the original payment method within 5 to 10 business days after we receive and inspect the returned item. Original shipping charges are non-refundable.

Warranty

Civic Supply warrants its products against defects in materials and workmanship, with coverage that mirrors the standards set by the original equipment manufacturers we work with. Coverage begins on the date of purchase (invoice date).

Product Coverage
Fire hose 10 years against manufacturing defects (materials & workmanship), plus a lifetime warranty against inner-liner delamination.
Nozzles 5 years against defects in materials and workmanship. Wear items (ball, seat, bumper, pickup teeth) excluded; electronic components covered 2 years.
Fittings & adapters 1 year from date of shipment against defects in materials and workmanship under normal use.
Hose coverage applies to failure under normal and reasonable fireground use. It does not cover damage from mistreatment or any condition that renders the hose unfit for service, including contamination by fuels, toxic chemicals, or biohazardous fluids. Contaminated hose should be handled as an insurance claim and disposed of in accordance with local requirements.

General exclusions (all products)

Normal wear and tear; damage from misuse, accident, neglect, improper installation, or use beyond rated specifications; and any product altered or repaired without authorization. Where a product carries its own manufacturer’s warranty, that warranty applies and Civic Supply will help you process the claim.

Making a claim

Email info@civicsupply.ca with proof of purchase and a description and photos of the issue before returning anything. Our sole remedy under this warranty is repair or replacement of the defective product, at our discretion.