Return and Exchange Policy - Online Purchases

All return requests must be made within the 30 days following the receipt of the product. To submit a request, contact us at 1-833-227-2220 from Monday to Friday between 8 a.m. and 5 p.m. (ET) or at [email protected].

For a list of non-refundable items, refer to the “Non-refundable Products” section of this document.

Return by mail

Returning your product by mail has never been easier. You can return the item you purchased online as long as it is eligible for return.

Return your product in five simple steps:

  1. Contact BMR Group customer service via the return form available here. Customer service can also be reached by phone, at 1-833-227-2220, Monday to Friday, 8:00 a.m. to 5:00 p.m. (ET), or by email, at [email protected].
  2. Make sure that you have your order number ready (you can find it via your customer account or your order confirmation email), as well as your receipt number and the reason for the return. You will be sent a confirmation email with your return label.
  3. Your return package must include all items to be returned, as well as any instruction manuals or parts included in the packaging.
  4. Print the return label emailed to you and attach it to your package. Without this label, the shipping service will not be able to return the item(s) to us.
  5. Mail your package.
    • If your package was delivered by Purolator, they will retrieve it from your home or nearest Purolator centre.

In-store returns

You can return online orders with parcel delivery or in-store pick-up only at select participating stores. Please consult the list of stores that are accepting returns for online orders. If you are unable to visit one of these stores, please return your order by mail.


  • Expect to receive your refund 7 to 10 business days after shipping your return package.
  • The refund will be issued via the same payment methods used for the initial purchase. Feel free to contact our customer service if you have any questions concerning your refund.

Delivery and Return Fees

If the product is deemed unusable as a result of an error or a problem caused by

  • The initial delivery costs will be refunded upon return.
  • No shipping fees will be charged for the return.

If the product is returned because the buyer is unsatisfied:

  • The initial delivery costs will not be refunded.
  • The buyer must pay the shipping fees.

Non-Refundable Products

  • Products that have already been used, except if there is a defect.
  • Products missing their original packaging.
  • Outdoor equipment, such as lawnmowers, that have already been filled with gasoline.
  • Other products such as tinted paint and tinting products, as well as products like toilet seats, masks, and gloves, for hygiene reasons.

For any questions related to delivery or our online shopping service, consult our “Frequently Asked Questions” (FAQ) section. You can also contact us by telephone at 1-833-227-2220 from Monday to Friday between 8 a.m. and 5 p.m. (ET) or by e-mail at [email protected].