Returns, Refunds and Order Cancellation Policy

Effective date: August 20, 2026

We want you to receive the correct equipment in good condition and understand your options before you order. This policy applies to purchases made directly from Wildfire Equipment through waterwinger.ca, by telephone or by email. Purchases made from a dealer are subject to that dealer’s policies.

This policy does not limit any rights or remedies you may have under applicable consumer-protection law.

Quick summary

• Contact us before returning an item so we can issue return instructions and a Return Authorization (RA) number.
• Most standard, unused products may be returned within 30 days after delivery.
• For a change-of-mind return, the customer pays return shipping. Original shipping charges are not refundable.
• We pay reasonable return shipping costs when we sent the wrong item or an item arrives defective, materially damaged or materially different from its description.
• Custom, special-order, final-sale and used items normally cannot be returned unless they are defective, damaged, incorrectly supplied or return rights are provided by law.

1. Requesting a return

Contact us within 30 calendar days after delivery:

Wildfire Equipment — Customer Service
Box 1156, Salmon Arm, BC, Canada V1E 4P3
Telephone: 250-832-6695
Email: wildfireequipment@shaw.ca

Please provide your name, order number, the item you wish to return, the reason for the return and photographs when the item is damaged or defective. Do not send an item until we provide return instructions and an RA number. Requiring an RA number does not limit any cancellation or return right provided by law.

After receiving authorization, ship the item within 15 days using a tracked and adequately insured service. Pack it carefully; damage caused by inadequate return packaging may reduce the refund where permitted by law.

2. Standard change-of-mind returns

Most regularly stocked products may be returned when:

• the return is requested within 30 days after delivery;
• the product is unused, uninstalled and in resalable condition;
• all parts, accessories, manuals and promotional items are included; and
• the original packaging is included and reasonably intact.

The customer is responsible for return shipping and insurance for a change-of-mind return. Original outbound shipping and optional shipping-insurance charges are not refundable, except where required by law.

No restocking fee applies to an unopened standard product returned in new condition. A restocking fee of up to 15% may apply when a non-defective return has been opened or requires inspection, repackaging, missing-parts replacement or other work to restore it to resalable condition. We will explain any deduction before completing the refund. No restocking fee applies to an incorrect, defective, damaged or materially misdescribed item.

3. Items that normally cannot be returned

The following are final sale unless they are defective, damaged, incorrectly supplied, materially misdescribed or returnable under applicable law:

• custom-made, modified or specially configured products;
• special-order and preseason-order products identified as such before purchase;
• clearance, used or final-sale products;
• products that have been installed, deployed, altered, damaged after delivery or used in the field;
• hose, fittings or other products cut or assembled to a customer’s requested length or specification;
• pumps or engines that have had fuel, oil or other fluids added, or have been operated; and
• downloadable products or services already supplied.

If you are uncertain whether an item is returnable, contact us before ordering or using it.

4. Incorrect, defective, damaged or misdescribed items

Inspect your order promptly after delivery. If an item is missing, incorrect, defective, materially damaged in transit or materially different from its description, contact us as soon as reasonably possible. Reporting shipping damage within 48 hours helps us document a carrier claim, but missing that period does not remove rights that cannot legally be limited.

We may request photographs, packaging information or reasonable troubleshooting details. Depending on the circumstances and applicable law, we will arrange an appropriate repair, replacement, refund or other remedy. Wildfire Equipment will pay the reasonable cost of returning an item when the return results from our error or an item arrived defective, materially damaged or materially misdescribed.

Do not discard damaged products or packaging until we advise that they are no longer needed for inspection or a carrier claim.

5. Lost shipments and delivery problems

If tracking shows that an order is delayed, lost or delivered but you cannot locate it, contact us promptly. We will work with the carrier and, where appropriate, arrange a replacement, refund or other remedy. Claims and investigations can require additional information from the customer and carrier.

Risk of loss is not transferred merely because we hand a consumer order to a carrier where applicable law places responsibility on the seller. Nothing in this section limits rights provided by law.

6. Cancelling an order before shipment

Contact us immediately if you need to cancel or change an order. A regularly stocked order may be cancelled before shipment for a full refund. A custom, modified or special-order item may not be cancellable after production or procurement has started; any limitation or non-refundable amount will be disclosed before purchase where required.

If an order has already shipped, the standard return rules apply. This section does not limit statutory cancellation rights.

7. Refund processing

After an authorized return is received, we will inspect it and notify you of the result. Approved refunds are issued to the original payment method, normally within 5 to 10 business days after inspection. Your bank or card issuer may require additional time to post the credit.

The refund will include the product price and applicable taxes, less only deductions permitted by this policy and applicable law. If a statutory cancellation right applies, the refund will be processed within the legally required time and without deductions that the law prohibits.

8. Online-purchase cancellation rights

Online, telephone and email purchases may be “distance sales contracts” under British Columbia law. Depending on the circumstances, a consumer may have additional rights to cancel, including when required pre-purchase information or a copy of the contract was not provided, or when goods were not supplied within the required period.

When a consumer validly cancels under those rules, Wildfire Equipment will provide return instructions and issue the refund within the time required by law. The consumer must keep the goods unused and in the condition delivered and follow lawful return instructions. Wildfire Equipment is responsible for reasonable return costs when the law requires it.

9. Warranty claims

A return under this policy is different from a warranty claim. Product defects arising after use may be covered by the applicable product warranty. Please review our Limited Warranty and Safety Disclaimer or contact us for assistance. Express warranties and this return policy do not exclude statutory rights that cannot legally be waived.

10. International orders, duties and brokerage

International customers are responsible for customs duties, tariffs, brokerage and import charges imposed in connection with an order unless we expressly agree otherwise. These amounts may not be known in advance and are separate from our product and shipping charges.

Government charges, brokerage charges paid to third parties and return shipping for a change-of-mind international return are not refundable by Wildfire Equipment. If an international shipment is refused or returned because import charges were not paid, we may deduct actual carrier, brokerage, duty and return costs from the refund where permitted by law. This does not affect remedies for an incorrect, defective, damaged or materially misdescribed item.

11. Pricing or listing errors

We may correct a genuine pricing or product-listing error before shipment. If we cannot fulfill an order at the displayed terms, we will contact you and offer the choice to proceed on corrected terms or cancel for a full refund. We will not substitute products or impose additional non-government charges without your agreement.

Questions

Please contact Wildfire Equipment before ordering if you need clarification about product suitability, compatibility, delivery, returns or special-order terms.