Refund policy
Last updated: September 22, 2026
At Maple Office Supply, we want business orders to be simple, accurate, and free from unpleasant surprises.
This Refund and Return Policy explains the conditions that apply to returns, exchanges, cancellations, and refunds.
1. Return Eligibility
Subject to any rights provided by law, a product may be eligible for return within 14 days of receipt if:
- it has not been used;
- it has not been installed in a printer or device;
- its original packaging is intact;
- protective or security seals have not been removed;
- the product is in resalable condition;
- proof of purchase or the order number can be provided.
For toner cartridges, ink cartridges, drums, and other printing consumables, we may refuse a return where the original packaging or seal has been opened, unless the product is defective, incorrect, or another right provided by law applies.
In Quebec, a merchant is generally not required to accept the return of a product simply because the customer has changed their mind. However, where a merchant voluntarily offers a return policy, the merchant must respect the conditions it has announced.
2. Products Not Eligible for Voluntary Return
Except where a right provided by law applies, the following items may be excluded from voluntary returns:
- products that have been opened, used, or installed;
- consumables whose original seal has been removed;
- products damaged after delivery to the customer;
- special orders or products ordered specifically for a customer;
- products identified as final sale, where applicable;
- gift cards, where applicable.
This section does not limit any remedies that may apply where a product is defective or where a merchant has failed to comply with a legal obligation.
3. Incorrect, Damaged, or Defective Products
If you receive:
- the wrong product;
- a damaged product;
- a defective product;
- a quantity different from what was ordered;
please contact us as soon as possible at:
Please provide:
- your order number;
- the relevant MPN or SKU;
- a description of the issue;
- photos, where relevant.
We will review the situation and advise you of the appropriate solution, which may include a replacement, return, or refund depending on the circumstances and applicable rights.
Where the issue results from an error by Maple Office Supply, or where the product received is incorrect, damaged, or defective, Maple Office Supply will cover the applicable return shipping costs, subject to the circumstances and rights provided by law.
Any legal warranties that apply to defective goods remain in effect independently of this commercial policy.
4. Compatibility Errors
We recommend carefully verifying:
- the MPN;
- the exact printer model;
- the compatibility information;
before confirming an order.
Where Maple Office Supply has shipped exactly the product ordered and the product was purchased in error by the customer, the return is subject to the normal conditions of this policy.
If the error results from incorrect compatibility information provided directly by Maple Office Supply, please contact us so that we can review the situation.
5. How to Request a Return
Before returning a product, please email us at:
Please include:
- your name or company name;
- your order number;
- the product concerned;
- the quantity;
- the reason for the return.
Do not ship a product back before receiving return instructions from Maple Office Supply.
6. Return Shipping Costs
For an eligible voluntary return, return shipping costs are the responsibility of the customer.
Where the return results from:
- an error by Maple Office Supply;
- shipment of an incorrect product;
- a damaged or defective product;
- or a situation where the law requires the merchant to bear the cost;
Maple Office Supply will cover the applicable return shipping costs.
In certain situations governed by legislation relating to distance contracts, specific rules may apply to return shipping costs.
7. Refunds
After receiving and inspecting the returned product, we will confirm whether the refund has been approved.
Where approved, the refund will be issued to the original payment method, unless otherwise agreed or required by law.
Our goal is to process approved refunds within 5 business days following receipt and inspection of the returned product.
The time required for the refund to appear in your account may then vary depending on your financial institution or payment provider.
Certain cancellations of distance contracts that meet the conditions provided by law may be subject to specific refund timelines.
8. Order Cancellations
If you wish to cancel an order that has not yet been processed or shipped, please contact us as soon as possible at:
We will make reasonable efforts to cancel the order where it is still operationally possible to do so.
Once an order has been prepared, transferred to the distribution network, or shipped, cancellation may no longer be possible.
This commercial cancellation procedure is separate from any cancellation rights provided by legislation applicable to distance contracts.
9. Business Customers
Maple Office Supply primarily serves business customers.
Certain protections provided by consumer protection laws may depend on:
- the nature of the purchaser;
- the nature of the transaction;
- the context in which the purchase is made.
Nothing in this policy is intended to remove or restrict any mandatory right that applies to a particular transaction.
For business purchases that are not covered by such mandatory rules, the commercial return terms agreed with Maple Office Supply will apply.
10. Contact
For any questions regarding a return, cancellation, or refund:
Maple Office Supply
Email: info@mapleofficesupply.ca
Phone: 438-356-0069
Mailing address: 3696 Grand Boulevard, Longueuil, QC J4T 2L9, Quebec, Canada