Refund policy

Contact Us

If you have any questions regarding your order, return, refund, warranty, or installation, please contact us and obtain a Return Authorization before returning any product.

Our team is committed to providing excellent customer service and will work with you to find the best possible solution.

Lonavity
162 rue de Varennes, local 1000
Gatineau, QC J8T 8G4
Canada

Phone: (819) 592-8611
Email: info@lonavity.ca

Product Returns

Eligible products may be returned within 30 days of the delivery date.

To qualify for a return, the product must:

Be unused, uninstalled, undamaged, and in resalable condition.
Be returned in its original packaging.
Include all accessories, hardware, manuals, and documentation.
Be accompanied by proof of purchase.
Receive prior Return Authorization from Lonavity.

Products returned without prior Return Authorization may be refused.

Products that have been opened, used, damaged, installed, modified, or are otherwise not in resalable condition are not eligible for return unless covered by the applicable manufacturer's warranty.

Approved returns are subject to a 15% restocking fee.

The customer is responsible for all return shipping costs. Original shipping charges are non-refundable.

All returned products are inspected before any refund or store credit is issued.

Approved refunds will be processed using the original payment method whenever possible.

Lonavity reserves the right to refuse any return that does not meet the conditions outlined in this Return & Refund Policy.

Non-Returnable & Final Sale Items

To the fullest extent permitted by applicable law, the following items are Final Sale and are not eligible for return, exchange, or refund:

Special-order products.
Custom-order or made-to-order products.
Products manufactured or modified specifically for a customer.
Products that have been installed.
Products that have been cut, drilled, painted, altered, or otherwise modified after delivery.
Opened adhesives, sealants, primers, tapes, insulation materials, or other consumable products.
Electrical components that have been installed or connected.
Clearance or discontinued products.
Gift cards.

Permanent Vehicle Modifications

Products requiring permanent modification of a vehicle become Final Sale once installation has been completed.

This includes, but is not limited to:

Van windows
Roof fans
Diesel or gasoline heaters
Shore power inlets
Solar cable entry glands
Roof racks and roof-mounted accessories
Plumbing installations
Electrical installations
Any installation requiring cutting or drilling of the vehicle.

Due to the permanent nature of these installations, they cannot be returned, exchanged, or refunded after installation.

Removal of Installed Products

If a customer requests the removal of a product previously installed by Lonavity, the following conditions apply:

Removal is performed at Lonavity's sole discretion.
If the product is accepted for return, a 30% restocking fee will apply.
The customer is responsible for all labour costs associated with removing the product.
The customer is responsible for all shipping costs, where applicable.
Certain products may not be eligible for return after removal due to safety, manufacturer requirements, or product condition.

Removal of an installed product does not restore the vehicle to its original factory condition.

Installation Services

Installation services are non-refundable once work has begun.

Labour already performed is non-refundable.

Any modifications requested after an estimate has been approved may result in additional labour, material costs, or delays.

If unforeseen conditions are discovered during installation, such as hidden damage, corrosion, previous repairs, or aftermarket modifications, Lonavity will discuss the available options and any associated costs with the customer before proceeding whenever reasonably possible.

Order Cancellations

Orders may be cancelled before they have been shipped or before a special-order, custom-order, or made-to-order product has been ordered from the supplier or manufacturer.

Special-order, custom-order, and made-to-order products cannot be cancelled once the order has been placed with the supplier or manufacturer.

If an order has already shipped, it will be handled in accordance with this Return & Refund Policy.

Shipping Damage

Please inspect your order immediately upon delivery.

If your shipment arrives damaged:

Notify the carrier as soon as possible.
Contact Lonavity within 48 hours of delivery.
Provide photographs of the damaged product and its original packaging.
Retain all packaging materials until the claim has been resolved.

Failure to report shipping damage within 48 hours may affect our ability to assist with a carrier claim.

Lonavity will assist customers in filing shipping damage claims but cannot guarantee claim approval by the carrier.

Warranty

Lonavity provides a one (1) year limited workmanship warranty on installation services performed by our technicians.

Products sold by Lonavity may be covered by the applicable manufacturer's warranty. Warranty coverage, duration, exclusions, and claim procedures vary by manufacturer.

Warranty claims should be reported as soon as reasonably possible after the issue is discovered.

Proof of purchase may be required to process a warranty claim.

This warranty does not cover:

Normal wear and tear.
Damage caused by misuse, abuse, neglect, accidents, or improper maintenance.
Damage resulting from installation or repairs performed by anyone other than Lonavity.
Unauthorized modifications or alterations.
Cosmetic damage occurring after delivery or installation.
Damage caused by environmental conditions or acts beyond Lonavity's control.

Refund Processing

Once a returned product has been received and inspected, Lonavity will notify the customer whether the return has been approved.

If approved, refunds will be processed using the original payment method whenever possible.

Processing times may vary depending on the customer's financial institution or payment provider.

Questions

If you have any questions regarding this Return & Refund Policy or require assistance with a return, please contact us.