Returns, Cancellations & Order Issues

Last updated: October 17, 2026

ExpoShelf supplies POS Tuning shelf management systems to retailers, fixture manufacturers and brands in Canada and the United States. Every order is configured to your shelves and sourced specifically for your project, so all sales are final. If anything arrives damaged, defective or incorrect, we will make it right. This page explains how.

1. Before You Order: Test It and Confirm the Details

  • Free evaluation samples. Qualified business customers can test sample units in their own store before ordering. Samples are free; you cover shipping, and the shipping cost is credited to your first order. One sample kit per company; we approve requests at our discretion. Ask for a sample.
  • Quote, invoice, payment. Every order starts with a written quote listing the items, dimensions, quantities, delivery terms and total price. Once you accept it, we send an invoice, and your order is placed after we receive full payment. Please check the measurements in your quote carefully. We order exactly what you approve.

2. Returns

We do not accept returns for change of mind or for unused items. This includes items ordered with incorrect measurements or quantities supplied by the customer, cancelled or delayed store projects, and surplus quantities.

If you ordered the wrong size or model, contact us. We'll help you order the correct parts as quickly as possible.

3. Cancellations

  • You can cancel in writing, free of charge, until we confirm that your order has been placed with the manufacturer. You will receive a full refund.
  • We usually place your order within 3 business days of receiving payment, and we confirm it in writing.
  • Once your order has been placed with the manufacturer, it cannot be cancelled or refunded.

4. Damaged in Transit

Please inspect every shipment when it arrives, before the driver leaves if possible.

  1. Note any visible damage (crushed, torn or wet packaging) on the delivery receipt before signing.
  2. Take photos of the packaging, the labels and the damaged items.
  3. Keep all packaging; the carrier may need to inspect it.
  4. Tell us within 3 business days of delivery, including damage you only find after unpacking.

Shipments we arranged (DAP or DDP): we will handle the carrier claim and send replacement parts at no cost to you.

Shipments you arranged (EXW or your own carrier): the claim is with your carrier. We'll supply the commercial invoice, packing list and anything else you need for the claim.

Damage reported after 3 business days may not be covered, because carriers set strict claim deadlines.

5. Wrong or Missing Items

If we shipped the wrong item or something on your packing list is missing, tell us within 5 business days of delivery. We will ship the correct or missing items at our cost. You don't need to send the wrong item back unless we ask; if we do, we'll arrange and pay for the pickup.

6. Warranty

POS Tuning products ordered through ExpoShelf come with a 3-year warranty against defects in materials and workmanship under normal retail use, from the delivery date.

If a part is defective, send us your order number, photos or a short video, and a description of the problem. We will replace the defective parts free of charge. If a part is no longer made, we will supply its current version. We may ask you to return the defective part.

The warranty does not cover:

  • damage from incorrect installation or from use outside the product's stated size, weight or temperature range;
  • modified, cut or altered parts (unless cut to your order);
  • normal wear, cosmetic changes, or damage from accidents, cleaning chemicals or misuse.

7. No Exchanges

We don't exchange delivered items for a different size, model or colour. Items that arrive damaged, defective or incorrect are replaced as described above.

8. Refunds

Refunds apply only to orders cancelled before we place them with the manufacturer (see section 3). We refund the full amount to your original payment method within 10 business days.

9. How to Report a Problem

Send us a message through our contact form with:

  • your company name and order or invoice number;
  • what happened (damage, missing item, wrong item or defect);
  • photos of the items, the packaging and the shipping label.

We reply within 1 business day.

10. Your Rights

This policy applies to business purchases. Nothing in it limits any rights you may have under applicable law. Our Terms of Service also apply, including British Columbia governing law.