Return Policy

MasterCase Canada wants every case you order to arrive in good shape. This Return Policy explains how cancellations, returns, refunds, and damaged-shipment claims work. If anything is unclear, contact us at support@mastercase.ca.

WHO WE ARE AND HOW TO REACH US

MasterCase Canada is operated by MasterCase Wholesale Inc., a company incorporated in British Columbia, Canada.

Customer Support
Email: support@mastercase.ca
Mailing Address: 2055 Pendrell St., Vancouver, B.C. V6G 1T9, Canada

We respond to all support inquiries within 2 business days.

WHAT THIS POLICY COVERS

This Return Policy applies to all products purchased through mastercase.ca and shipped to a Canadian delivery address. It explains:

• How to cancel an order before it ships
• How to request a return or refund if your case arrives damaged, defective, or incorrect
• What happens if your order is not delivered within the expected window
• Why we don't accept change-of-mind returns
• How refunds are issued and how long they take

Because MasterCase Canada is a marketplace that ships products by the case directly from independent Vendors, certain return situations are handled differently than a typical single-unit retailer. The terms below reflect the operational realities of case-lot fulfillment.

ORDER CANCELLATIONS

You may cancel any order before the Vendor ships it. To request a cancellation:

1. Email support@mastercase.ca as soon as possible after placing the order.
2. Include your order number and the request to cancel.

If we are able to stop the shipment before it leaves the Vendor, you will receive a full refund to your original payment method within 15 days. Vendors are required to ship within 3 business days of order placement, so cancellation requests received promptly are typically accommodated.

Once an order has shipped, it cannot be cancelled. If your case has already left the Vendor, see the relevant section below depending on what arrives.

RETURNS FOR DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

You are entitled to a replacement case or a full refund if any of the following apply:

• Your case arrives damaged in transit (e.g., crushed, leaking, broken seals)
• Products inside are defective or expired on arrival
• You received the wrong product from what you ordered

To initiate a return or refund request, contact support@mastercase.ca within 7 days of delivery. Include:

1. Your order number
2. A short description of the issue
3. Photographs of the damage, defect, or incorrect item (this speeds resolution considerably)

We respond within 2 business days and work with the Vendor to confirm the issue. Once confirmed, you can choose either:

• A replacement case shipped at no additional cost, or
• A full refund to your original payment method, processed within 15 days of our confirmation that a refund is owed.

You do not need to return damaged or defective product unless we specifically request it for vendor quality investigation. In most cases, photographs are sufficient.

MISSING ITEMS WITHIN A CASE

If your case arrives but is short of items that were listed in your order (case opened, contents incomplete), the remedy is proportional to what's missing — not a full-case remedy. You are entitled to either:

• Replacement of the missing items shipped at no additional cost, or
• A partial refund equal to the per-unit value of the missing items (number of missing units × per-unit case price), processed to your original payment method within 15 days of our confirmation.

Contact support@mastercase.ca within 7 days of delivery with your order number, a short description of what's missing, and photographs of the opened case showing the actual contents. We respond within 2 business days and work with the Vendor to confirm the shortage.

NON-DELIVERY

If your case has not arrived within 30 days of the confirmed ship date, you are entitled to cancel the order and receive a full refund.

To initiate a non-delivery claim, contact support@mastercase.ca with your order number. We will investigate with the carrier and Vendor, and either confirm an updated delivery window or issue a full refund within 15 days.

CHANGE-OF-MIND RETURNS

Because products are sold in bulk by the case and shipped directly from independent Vendors, we do not accept returns for change of mind. This includes:

• You decided you don't like the product after trying it
• You ordered the wrong quantity or wrong product by mistake (after the order has shipped)
• You no longer have storage space for the case
• You found a better price elsewhere

Please review your order carefully before completing your purchase. Product photos, ingredient lists, case quantities, and per-unit prices are clearly displayed on every product page. If you have questions about a product before you order, contact support@mastercase.ca — we are happy to help you make the right choice the first time.

HOW REFUNDS ARE ISSUED

All approved refunds are processed to the original payment method used for the order. We do not issue refunds as store credit unless you specifically request it.

Payment Method	Refund Timing
Credit card	5–15 business days, depending on your bank
Debit card	5–15 business days, depending on your bank
Apple Pay / Google Pay	5–15 business days, depending on the linked card
Bank transfer (where applicable)	Up to 15 business days

We process all refunds within 15 days of confirming your refund is owed. The total time you wait depends on your bank's processing speed once we issue the refund on our end.

SHIPPING COSTS ON RETURNS

Because shipping to Canadian customers is included in the case price (we built it into our margin so there are no surprise charges at checkout), there are no separate shipping fees to refund.

If we request that you ship a damaged or defective product back for inspection, MasterCase Canada covers the return shipping cost. We will email you a prepaid return label.

YOUR CONSUMER RIGHTS

This Return Policy does not limit any non-waivable consumer rights you may have under Canadian federal or provincial law. Depending on the province in which you reside, you may have additional protections, including:

• The right to receive a full refund if goods are not delivered within 30 days of the agreed delivery date (most provinces)
• The right to cancel certain distance contracts within a statutory cooling-off period (varies by province)
• The right to fitness-for-purpose and merchantable-quality warranties under provincial sale-of-goods legislation

If you reside in Quebec, additional protections apply under the Consumer Protection Act (CQLR c. P-40.1). Quebec residents may file complaints with the Office de la protection du consommateur at www.opc.gouv.qc.ca.

DISPUTES

If you are not satisfied with how we handled your return, refund, or non-delivery claim, please contact us at support@mastercase.ca and ask to escalate. We will respond within 2 business days and aim to resolve the dispute informally within 15 business days.

If we cannot reach a resolution, you may pursue any remedy available to you under applicable law, including filing a complaint with your provincial consumer protection authority.

CHANGES TO THIS POLICY

We may update this Return Policy from time to time. If we make material changes, we will post a prominent notice on mastercase.ca at least 30 days before the changes take effect. The "last updated" date at the top of this page always reflects the most recent revision.

CONTACT

For all return, refund, cancellation, and damaged-shipment requests:

MasterCase Canada — Customer Support
Email: support@mastercase.ca
Mailing Address: 2055 Pendrell St., Vancouver, B.C. V6G 1T9, Canada

We respond to all customer support inquiries within 2 business days.