Returns & Refunds Policy
MarsLED, Mars Lighting and Electrical Distribution
This Returns & Refunds Policy applies to eligible purchases from MarsLED, Mars Lighting and Electrical Distribution. Because lighting and electrical products can be installed, altered, opened, special ordered, safety-sensitive, or affected by handling and packaging condition, all returns must meet the conditions below and must be approved by MarsLED before being shipped or brought back.
7-Day Return Window
Our return policy lasts 7 days. If 7 days have gone by since your purchase or delivery, MarsLED may not be able to offer a refund, exchange, or return approval, except where required by applicable law or confirmed in writing by MarsLED.
To be eligible for a return, the item must be unused, uninstalled, unopened where applicable, in the same condition that you received it, and in its original packaging with all parts, accessories, manuals, labels, and packaging materials included.
Important: Please do not send products back to the manufacturer. Please contact MarsLED first for return review and instructions.
Eligible Returns
A return may be considered only when all of the following conditions are met:
- The return request is made within 7 days.
- The item is unused, uninstalled, and in original condition.
- The product is returned with original packaging, parts, accessories, and documentation.
- The customer provides a receipt, order number, or proof of purchase.
- The item is not final sale, special order, promotional, purchased using store credit, or otherwise non-returnable.
- MarsLED approves the return before the product is shipped or brought back.
Non-Returnable Items
The following products are final sale or may not be accepted for return:
- Final Sale products.
- Products purchased on sale, clearance, promotional pricing, or special discount.
- Purchases made using store credit.
- Special-order, custom-order, vendor-direct, or non-stock products.
- Gift cards.
- Used, installed, altered, cut, modified, vandalized, damaged, or missing-part products.
- Products missing original packaging or returned in packaging that is not in original condition.
- Electrical devices, controls, wiring products, or safety-sensitive items that have been opened, installed, connected, cut, or used.
Electrical Product Return Restrictions
Lighting and electrical supply products may be refused for return if they have been installed, energized, wired, altered, cut, damaged, opened, missing parts, or otherwise cannot be resold as new.
- Installed products: Installed or connected products are not returnable. This includes fixtures, fans, controls, devices, and electrical components.
- Opened electrical items: Opened electrical devices, wiring products, controls, or safety-sensitive items may be refused even if they appear unused.
- Cut or modified items: Cut wire, cable, connectors, altered products, modified packaging, or missing components are not eligible for return.
Partial Refunds or Return Refusals
There are certain situations where only partial refunds may be granted, or where the return may be refused after inspection:
- Products with obvious signs of use, handling, wear, installation marks, or attempted installation.
- Products that were opened but not used, where resale condition is affected.
- Products not in original condition, damaged, missing parts, or missing original packaging for reasons not due to MarsLED error.
- Items returned after the 7-day return window.
- Items returned without prior approval, receipt, order number, or proof of purchase.
- Returns that arrive damaged due to improper return packaging.
Inspection required: Receiving a returned item does not guarantee approval of a refund or exchange. All returns are subject to inspection and final approval by MarsLED.
Refunds
Once your return is received and inspected, MarsLED will notify you by email that the returned item has been received. MarsLED will also notify you whether your refund has been approved, partially approved, or rejected.
If approved, the refund method will be determined by MarsLED and may include refund to the original payment method, store credit, cheque, or another approved refund method. Refund timing may vary depending on payment provider, bank processing, Canada Post timing, or internal review.
- Shipping charges are non-refundable unless otherwise confirmed in writing by MarsLED.
- Return shipping costs are the customer’s responsibility unless otherwise confirmed by MarsLED.
- Any applicable return shipping, restocking, handling, damage, missing-part, or processing costs may be deducted from the refund.
Late or Missing Refunds
If your refund has been approved but you have not received it, please allow reasonable processing time based on the refund method used.
- Payment-card refunds may depend on your bank or payment provider.
- Cheque refunds may require additional mailing time through Canada Post.
- Store credit may require internal processing before it is issued.
If you have allowed reasonable processing time and still have not received an approved refund, contact us at shop.marsled@marsledcanada.com.
Sale, Promotional & Store Credit Purchases
Only regular-priced items may be considered for refund where all return conditions are met. Sale items, clearance items, promotional-discount items, final-sale items, and purchases made using store credit are final sale and cannot be refunded, exchanged, or returned unless otherwise required by applicable law or confirmed in writing by MarsLED.
Exchanges
MarsLED only replaces items if they are confirmed to be defective, damaged, or otherwise approved for exchange by MarsLED. If you believe you need an exchange for the same item, contact MarsLED before shipping anything back.
- Email: shop.marsled@marsledcanada.com
- Provide your order number, product details, photos if applicable, and reason for exchange.
- Customer is responsible for shipping costs both ways unless otherwise confirmed by MarsLED.
- Exchanges are subject to product availability and inspection.
Damaged, Defective or Missing Items
If an item arrives damaged, defective, or with missing parts, contact MarsLED as soon as possible with order details, photos, and packaging information.
- Keep all original packaging, cartons, labels, and product materials.
- Do not install or use a product that appears damaged or defective.
- Carrier damage may require carrier investigation before a resolution is confirmed.
- Manufacturer warranty claims may require manufacturer review, photos, serial numbers, or other documentation.
Return Shipping Instructions
To request a return review, contact MarsLED first. Unauthorized returns may be refused, returned to sender, or held pending review.
Return Email:
shop.marsled@marsledcanada.com
Please include your order number, proof of purchase, product photos if applicable, and reason for return.
Approved Return Address:
Mars Lighting and Electrical Distribution
31 Manitou Drive, Unit #2
Kitchener, ON N2C 1K9
Canada
Shipping responsibility: You are responsible for paying your own shipping costs for returning your item unless otherwise confirmed in writing by MarsLED. Shipping costs are non-refundable. If you receive a refund, return shipping or original shipping costs may be deducted from your refund where applicable.
If you are shipping an item over $75, you should consider using a trackable shipping service and purchasing shipping insurance. MarsLED does not guarantee that we will receive your returned item.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, MarsLED may issue a gift credit or store credit for the approved return value once the returned item is received and approved.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, MarsLED may issue any approved refund to the original purchaser or original payment method.
Warranty Claims Are Separate From Returns
Manufacturer warranty coverage is separate from MarsLED’s return policy. Products that are outside the 7-day return window, installed, used, or not eligible for return may still be subject to manufacturer warranty terms if applicable.
Warranty claims may require product photos, proof of purchase, model numbers, serial numbers, manufacturer review, and troubleshooting steps. MarsLED may help guide the process where possible, but warranty decisions may be made by the manufacturer or supplier.
Policy Updates & Limitations
MarsLED may update this Returns & Refunds Policy from time to time without prior notice. Nothing in this policy limits rights or remedies that cannot be limited under applicable consumer protection laws.
This policy should be read together with MarsLED’s Shipping Policy, Local Pickup & Delivery page, product pages, checkout terms, manufacturer warranty terms, and any written communication provided by MarsLED regarding a specific order.
