1. Return Eligibility and Return Period

PCL Portal offers a 30-day return period beginning on the date the item is delivered, subject to the conditions below.

To be eligible for return, the item must:

1. Be in its original, unopened, unused, and factory-sealed condition.
2. Include all original manufacturer packaging, seals, labels, manuals, accessories, and inserts.
3. Show no signs of installation, attempted installation, use, handling damage, tool marks, scratches, wear, electrical connection, water contact, gas connection, or modification.
4. Be returned with a valid Return Authorization number issued by our Customer Support Team.
5. Be packaged in a separate shipping carton so that labels, tape, writing, or markings are not placed directly on the manufacturer’s product packaging.

Returns that do not meet these requirements may be refused, rejected, or subject to additional fees, including inspection, testing, repackaging, or restocking fees, where permitted by law.

A Return Authorization number must be clearly marked on the outer shipping packaging. Returns sent without prior authorization may be refused, delayed or lost.

2. Final Sale & Non-Returnable Items

Due to safety, certification, hygiene, electrical, diagnostic, and manufacturer restrictions, certain items are final sale and are not eligible for return or refund except where required by applicable law.

Final sale and non-returnable items include:

1. Gas, propane, fuel, ignition, and combustion-related components.
2. Electrical or electronic parts once the factory seal, anti-static packaging, or manufacturer packaging has been opened.
3. Control boards, sensors, switches, relays, harnesses, modules, and similar electronic components.
4. Water filters, water valves, and water-contact components where sanitary seals or packaging have been opened, removed, or compromised.
5. Special-order items, custom-sourced items, discontinued items, and items ordered specifically at the customer’s request.
6. Installed, used, plugged-in, connected, mounted, altered, tested, or attempted-to-install parts.
7. Items damaged by improper handling, installation, diagnosis, storage, return packaging, or transportation arranged by the customer.
8. Clearance, liquidation, open-box, or expressly marked final-sale item

At PCL Portal’s sole discretion, certain opened electrical or electronic items may be reviewed for possible store credit only. Such items may be subject to inspection, diagnostic testing, manufacturer review, and applicable testing or handling fees. Store credit is not guaranteed.

3. Damaged, Defective, Missing, or Incorrect Shipments

Customers must inspect all shipments promptly upon delivery.

Any claim involving visible damage, shipping damage, missing items, incorrect items, shortage, or delivery discrepancy must be reported to Customer Support Team within 48 hours of delivery.

Claims must include:

1. The order number.
2. Clear photographs of the outer shipping carton.
3. Clear photographs of all packaging materials.
4. Clear photographs of the product and any visible damage.
5. A description of the issue.
6. Any carrier notice, delivery note, or damage report, if available.

PCL Portal may deny or limit claims submitted after the 48-hour reporting period where delay prevents verification, carrier recovery, manufacturer review, or proper investigation.

If PCL Portal confirms that the issue resulted from our error, we may, at our option and where appropriate:

1. Provide a prepaid return label.
2. Send a replacement item.
3. Issue a refund for the affected item.
4. Provide another remedy required by applicable law.

Customers must not discard the product, packaging, or shipping materials until the claim has been resolved. Failure to retain these materials may result in denial of the claim.

4. Return Shipping, Risk of Loss, and Packaging

Unless the return is due to a confirmed error by PCL Portal, the customer is responsible for all return shipping charges, insurance, tracking, duties, brokerage, and related costs.

Returned items remain the customer’s responsibility until received and accepted by PCL Portal. Customers should use a trackable and insured shipping method.

Items must be returned in protective packaging sufficient to prevent damage during transit. Products returned damaged due to inadequate packaging may be refused, denied refund eligibility, or subject to a reduction in refund amount.

5. Restocking Fees, Administrative Fees, and Deductions

Approved returns may be subject to a restocking fee of 15% to 25%, depending on the product category, manufacturer requirements, inspection results, packaging condition, and resale eligibility.

Additional deductions may apply for:

1. Missing packaging, manuals, accessories, labels, or inserts.
2. Damaged or marked manufacturer packaging.
3. Inspection, testing, cleaning, or repackaging costs.
4. Manufacturer-imposed fees.
5. Shipping costs paid by PCL Portal.
6. Any reduction in resale value caused by customer handling, packaging, or return condition.

Restocking fees and deductions will not be applied where prohibited by applicable law.

6. Order Cancellations

Orders cancelled after payment but before shipment may be subject to a 5% administrative fee to cover non-refundable payment processing, administrative, and handling costs, where permitted by law.

Orders that have already shipped cannot be cancelled and will be treated as standard returns, subject to this Policy.

Special-order items, custom-sourced items, and items already ordered from or released by a manufacturer or supplier may not be cancellable once processing has begun.

7. Refund Process

Refunds are available only after the returned item has been received, inspected, and approved.

Returned items are typically inspected within 1 to 3 business days after receipt, although additional time may be required for technical testing, manufacturer review, carrier investigation, or high-volume periods.

Approved refunds will be issued to the original method of payment unless otherwise agreed or required by law. Customers should allow 7 to 10 business days for their financial institution or payment provider to process the refund after issuance.

Original shipping charges are non-refundable unless the return is due to a confirmed error by PCL Portal or where otherwise required by law.

Items that do not meet the return conditions may be rejected. Rejected items may be held for customer retrieval for 14 calendar days after notice is provided. If the customer does not arrange retrieval and pay any applicable return shipping within that period, the item may be deemed abandoned and may be disposed of, recycled, returned to supplier, or otherwise handled in accordance with applicable law.

8. Limited Warranty

Unless a different written manufacturer warranty applies, PCL Portal provides a limited warranty that products will be free from defects in materials and workmanship for 90 days from the date of purchase, subject to the exclusions below.

This limited warranty is restricted to, at PCL Portal’s option:

1. Replacement of the defective part.
2. Repair of the defective part.
3. Refund of the purchase price paid for the defective part.

This warranty applies only to the product itself and does not cover:

1. Labour costs.
2. Diagnostic fees.
3. Installation or removal costs.
4. Service calls.
5. Travel time.
6. Lost time.
7. Loss of use.
8. Damage to appliances, fixtures, property, or other components.
9. Consequential, incidental, indirect, special, exemplary, or punitive damages.
10. Failures caused by improper diagnosis, installation, handling, storage, use, maintenance or modification.
11. Damage caused by power surges, electrical faults, water conditions, gas pressure issues, improper connections, environmental conditions, freezing, corrosion, contamination or abuse.
12. Damage caused by installation by an unqualified, uncertified, or unauthorized person.
13. Products used outside manufacturer specifications or contrary to applicable codes, standards or regulations.

Warranty claims may require photographs, diagnostic information, proof of professional installation, serial numbers, model numbers, manufacturer confirmation or return of the product for inspection.

This limited warranty is provided in addition to any non-waivable rights available under applicable consumer protection laws.

9. Technical Parts and Professional Installation

Many products sold by PCL Portal are technical appliance components that may require specialized knowledge, diagnostic skill, certification, licensing, or compliance with applicable electrical, gas, plumbing, refrigeration, or safety codes.

By purchasing technical components, including gas, propane, electrical, electronic, water, refrigeration, or plumbing-related parts, the customer acknowledges that:

1. The customer is responsible for confirming that the selected part is correct for the appliance model, serial number, application, and intended use.
2. The customer is responsible for ensuring that installation complies with all applicable laws, codes, manufacturer instructions, and safety requirements.
3. Certain products should be installed only by a licensed, certified, or qualified technician.
4. PCL Portal does not provide installation services, technical diagnosis, safety certification or appliance repair advice.
5. Improper diagnosis, installation, handling, or use may create risk of property damage, personal injury, fire, electrical shock, gas leak, water damage, appliance damage or other harm.

Damage caused by improper installation or attempted installation, including cross-threading, over-torquing, short circuits, incorrect wiring, incorrect gas or water connections, improper sealing, or failure to follow manufacturer instructions, is excluded from returns and warranty coverage to the fullest extent permitted by law.

10. Product Information, Compatibility and Customer Responsibility

PCL Portal makes commercially reasonable efforts to provide accurate product descriptions, images, specifications, availability, and compatibility information. However, manufacturer data, part numbers, substitutions, supersessions, and specifications may change without notice.

Product images may be illustrative and may not show every detail, revision, label, connector, or packaging variation.

The customer is responsible for verifying compatibility before purchase, including confirming appliance model number, serial number, product revision, installation requirements, and applicable code requirements.

PCL Portal is not responsible for incorrect orders resulting from customer error, misdiagnosis, incomplete model information, assumption of compatibility, or failure to verify part numbers before ordering.

11. Pricing, Availability, and Clerical Errors

PCL Portal reserves the right to correct errors, inaccuracies, omissions, pricing mistakes, stock discrepancies, product description errors, and manufacturer data errors at any time.

If an item is listed with incorrect pricing, availability, description, shipping cost, or product information, PCL Portal may cancel the order before shipment. If payment has already been processed, a refund will be issued for the cancelled item.

PCL Portal is not obligated to fulfill an order based on an obvious clerical, typographical, system, supplier or pricing error.

12. Payment Disputes, Chargebacks, and Collections

Customers are encouraged to contact PCL Portal before initiating a payment dispute, chargeback, or claim with a financial institution or payment provider.

Before filing a dispute or chargeback, the customer agrees, where permitted by law and applicable payment-network rules, to contact info@partsofcanada.ca and allow PCL Portal up to 7 business days to investigate and respond.

A payment dispute or chargeback does not override this Policy, the product condition requirements, final sale terms, warranty exclusions, delivery confirmation, or applicable return procedures.

Where a chargeback, dispute, reversal, or payment claim is found to be invalid, unsupported, fraudulent, duplicative, or contrary to the agreed transaction terms, PCL Portal reserves the right to seek recovery of:

1. The original transaction amount;
2. Any unpaid balance;
3. Payment processor fees;
4. Chargeback or dispute fees;
5. Return shipping or recovery costs;
6. Collection agency costs;
7. Reasonable legal fees; and
8. A $50 administrative dispute handling fee, where permitted by law.

Carrier tracking records, proof of delivery, checkout records, customer communications, order confirmations, return records, IP logs, address verification data, and related transaction records may be used as evidence of order authorization, shipment, delivery, customer acceptance, and fulfillment.

Suspected fraud, abuse of return rights, false claims, retention of goods after refund, or misrepresentation may result in order cancellation, account restriction, refusal of future service, referral to collection agencies, reporting to payment processors, or other lawful remedies.

Nothing in this section limits a customer’s lawful right to contact their financial institution or exercise any rights available under applicable law.

13. Limitation of Liability

To the fullest extent permitted by applicable law, PCL Portal, its owners, directors, officers, employees, contractors, agents, suppliers, and affiliates will not be liable for any indirect, incidental, special, consequential, exemplary, punitive, or aggravated damages arising from or related to any product, order, installation, failure, delay, return, warranty claim, or use of the website.

This includes, without limitation:

1. Loss of profit;
2. Loss of revenue;
3. Loss of data;
4. Loss of business opportunity;
5. Loss of use;
6. Appliance downtime;
7. Spoilage;
8. Service costs;
9. Labour charges;
10. Property damage;
11. Personal injury arising from improper installation or misuse;
12. Diagnostic errors; and
13. Third-party repair costs.

To the fullest extent permitted by law, PCL Portal’s total cumulative liability for any claim arising from or related to a purchase shall not exceed the amount actually paid by the customer for the specific product giving rise to the claim.

Some jurisdictions do not allow certain exclusions or limitations of liability. In such cases, the exclusions and limitations in this Policy apply only to the maximum extent permitted by applicable law.

14. Disclaimer of Implied Warranties

Except as expressly stated in this Policy, and subject always to any non-waivable rights under applicable consumer protection legislation, products are supplied to the fullest extent permitted by law without additional representations, conditions, or warranties, whether express, implied, statutory, or collateral.

To the fullest extent permitted by law, PCL Portal disclaims implied warranties and conditions, including any implied warranty or condition of merchantability, fitness for a particular purpose, durability, quality, non-infringement, or suitability for a specific installation or application.

This disclaimer does not exclude any warranty, condition, representation, or remedy that cannot lawfully be excluded under applicable Canadian law.

15. Right to Refuse Service and Account Restrictions

PCL Portal reserves the right to refuse service, cancel orders, limit quantities, suspend accounts, or decline future transactions where permitted by law, including in cases involving:

1. Suspected fraud;
2. Payment disputes or unpaid balances;
3. Abuse of return, warranty, or chargeback processes;
4. Repeated “buy-and-try” ordering for diagnostic purposes;
5. False, misleading, abusive, threatening, or inappropriate communications;
6. Resale, diversion, or unauthorized commercial activity;
7. Violation of this Policy or other website terms; or
8. Safety, compliance, or supplier restrictions.

If an order is cancelled before shipment under this section, any amount paid for the cancelled item will be refunded, subject to any lawful deductions or set-offs. 

16. Compliance with Laws, Codes, and Certifications

Customers are responsible for ensuring that purchased products comply with all applicable laws, codes, standards, certifications, permit requirements, and inspection requirements in their jurisdiction.

PCL Portal makes no representation that a product is suitable for use outside Canada or that it complies with laws, codes, or certification requirements in any jurisdiction outside the location for which it was manufactured, labelled, or supplied.

Certain gas, electrical, plumbing, refrigeration, and safety-related components may be subject to local installation restrictions or professional licensing requirements. Customers are responsible for confirming and complying with those requirements before purchase and installation. 

17. Privacy and Transaction Records

PCL Portal may retain order records, communications, delivery confirmations, payment records, IP logs, return records, claim documentation, photographs, and related information for legitimate business, legal, fraud-prevention, warranty, accounting, and dispute-resolution purposes.

Personal information will be handled in accordance with applicable privacy laws and PCL Portal’s privacy practices. 

18. Policy Updates

PCL Portal may amend or update this Policy from time to time. The version posted on the website at the time of purchase will generally apply to that purchase, unless a change is required by law or is more favourable to the customer.

Customers are responsible for reviewing this Policy before placing an order.

19. Severability

If any provision of this Policy is found to be invalid, illegal, or unenforceable by a court or tribunal of competent jurisdiction, that provision will be interpreted, limited, modified, or severed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

If any provision is unenforceable in Quebec or another jurisdiction due to applicable consumer protection legislation, that provision will apply only to the maximum extent permitted in that jurisdiction.

20. Governing Law and Jurisdiction

This Policy and all purchase agreements are governed by the laws of the Province of Alberta and the federal laws of Canada applicable therein, without regard to conflict-of-law principles.

Subject to any non-waivable consumer rights or jurisdictional protections under applicable law, any legal proceeding arising from or related to a purchase, this Policy, or the use of PCL Portal’s website shall be brought before the courts located in Calgary, Alberta.

Nothing in this section limits any jurisdiction, venue, or remedy that cannot lawfully be excluded or restricted under applicable consumer protection legislation.