Return Policy

Keyline Safety Ltd. | Business & Commercial Orders

At Keyline Safety, we are committed to supplying quality safety equipment, personal protective equipment (PPE), workwear, and customized safety products to businesses across Canada.

Our return policy is designed to provide a fair process while maintaining product safety standards and respecting manufacturer requirements.

1. Standard Returns — 30 Days

Eligible standard-stock products may be returned within 30 days of delivery, subject to the following conditions:

  • Products must be unused, unworn, undamaged, and in resalable condition.

  • Original packaging, tags, labels, manuals, and accessories must be included.

  • Proof of purchase or an order number is required.

  • All returns require prior approval from Keyline Safety.

  • Products must not be returned without receiving a Return Authorization.

Approved customer-requested returns may be subject to shipping charges and a restocking fee of up to 20%, disclosed before authorization.

2. Customized & Personalized Products — Final Sale

All customized, personalized, printed, embroidered, engraved, or specially branded products are final sale once the customer has approved and signed the digital proof.

These products cannot be returned, exchanged, refunded, or cancelled after approval, except where a verified manufacturing defect, production error, or failure to follow the approved proof has occurred, or where required by applicable law.

This includes, but is not limited to:

  • Custom logo workwear and uniforms

  • Printed or embroidered safety apparel

  • Personalized high-visibility jackets, vests, and other clothing

  • Custom-branded hard hats and eligible safety equipment

  • Products with company logos, names, or personalized artwork

  • Made-to-order and specially manufactured products

Digital Proof & Customer Approval

Before production begins, Keyline Safety will provide a digital proof for the customer's review and signature.

The digital proof may include artwork, logo placement, dimensions, colours, product specifications, quantities, and other relevant customization details.

Customer responsibilities:

  1. Carefully review all details in the digital proof.

  2. Verify spelling, logos, colours, sizes, quantities, artwork positioning, and other specifications.

  3. Request any necessary corrections before approving.

  4. Sign and submit the digital proof to authorize production.

Production will not begin until the customer has signed and approved the digital proof.

Final Approval & Production Authorization

By signing and approving the digital proof, the customer confirms that:

  • All customization details have been reviewed and accepted.

  • The approved proof represents the final agreed design and specifications.

  • Keyline Safety is authorized to proceed with production.

  • Changes, cancellations, refunds, or exchanges due to customer preference, incorrect customer-provided information, or overlooked proof details will not be accepted once production has begun.

Once the signed digital proof is approved, it is considered final and binding for production purposes.

Any subsequent changes must be requested in writing and are subject to Keyline Safety's approval. Additional charges may apply if changes are still possible.

Exceptions — Production Errors & Defects

If the completed product does not match the customer's signed and approved digital proof due to an error by Keyline Safety or its production partners, we will review and correct the issue.

Examples include:

  • Incorrect logo or artwork compared with the signed proof

  • Printing or embroidery placed incorrectly

  • Spelling mistakes introduced during production

  • Incorrect colours or specifications that differ materially from the approved proof

  • Manufacturing defects or damaged products

  • Incorrect products or quantities supplied by Keyline Safety

Following verification, Keyline Safety will arrange an appropriate correction, replacement, refund, or account credit at no additional cost where we are responsible, subject to applicable law.

Errors contained in the signed proof, or arising from customer-supplied information approved in that proof, do not qualify for complimentary corrections or replacements.

Minor differences inherent to manufacturing processes may occur, provided the finished product remains consistent with agreed production tolerances.

3. Non-Returnable Products

The following products are generally not eligible for change-of-mind returns:

  • Customized products with approved and signed digital proofs

  • Special-order or made-to-order products designated as final sale

  • Clearance, discontinued, or final-sale items

  • Used, worn, washed, or altered products

  • Opened disposable PPE or products with compromised hygienic packaging

  • Used respirators, filters, cartridges, or other hygiene-sensitive PPE

  • Fall protection equipment that has been used, deployed, or has an unverifiable safety history

  • Products with broken safety seals or missing components

  • Products restricted from return by the manufacturer

Defective, incorrectly supplied, or non-conforming products will be reviewed separately from standard returns.

4. Special Orders & Bulk Purchases

Specially sourced products, non-stock items, bulk purchases, and project-specific orders may be subject to additional restrictions.

Certain orders may be designated as final sale or non-cancellable.

These conditions will be disclosed in the applicable quotation, order confirmation, or purchasing agreement.

Bulk orders involving customization are subject to the signed digital proof approval process described in Section 2.

5. Restocking Fees & Return Shipping

For approved customer-requested returns:

  • A restocking fee of up to 20% may apply.

  • Return shipping is the customer's responsibility.

  • Original shipping charges are generally non-refundable.

  • Applicable supplier handling charges may apply if disclosed before authorization.

Where Keyline Safety is responsible for a verified production error, defect, or incorrect fulfillment, reasonable return shipping and correction costs will be covered by Keyline Safety.

6. Damaged, Defective or Incorrect Orders

Customers should inspect all deliveries promptly.

If an order arrives damaged, defective, incomplete, or incorrect, please contact Keyline Safety as soon as possible, preferably within 5 business days of delivery.

Please provide:

  • Order or invoice number

  • Product name and SKU

  • Description of the issue

  • Photographs of the item and packaging, where applicable

  • Signed digital proof for customized products, if available

Keyline Safety will review the claim and determine an appropriate remedy.

For visible shipping damage, please record the damage with the carrier where possible and retain the original packaging.

The recommended reporting period does not limit applicable warranty or statutory rights.

7. Exchanges

Exchanges may be permitted for eligible standard-stock products that meet our return requirements.

All exchanges require prior approval and are subject to product availability and applicable shipping or restocking charges.

Customized or personalized products cannot be exchanged after signed digital proof approval, except where an eligible production error, defect, or other legally protected claim applies.

8. Oversized Equipment & Freight Returns

Industrial equipment, forklift platforms, oversized safety products, and other freight-shipped items require return authorization.

Approved returns may involve:

  • Manufacturer return authorization

  • Freight transportation charges

  • Restocking fees

  • Inspection and repackaging requirements

Customers must not arrange freight returns without receiving instructions from Keyline Safety.

9. Refunds & Business Account Credits

Once an authorized return has been received and inspected, we will confirm eligibility for a refund or credit.

Approved refunds will generally be issued through the original payment method.

Purchases made through approved B2B credit accounts or purchase-order arrangements may be refunded through an account credit or invoice adjustment, where applicable.

Customer-requested returns may have disclosed shipping, restocking, and handling charges deducted from the refunded amount.

10. Manufacturer Warranties

Some products carry warranties provided by their respective manufacturers.

Warranty coverage and claim requirements vary by manufacturer and product category.

Customers experiencing a product defect outside the standard return period may contact Keyline Safety for assistance with the applicable warranty process.

11. How to Request a Return

All returns require prior authorization.

  1. Contact Keyline Safety with your order number.

  2. Provide the product details and reason for the return.

  3. Submit photographs or supporting documentation where necessary.

  4. Wait for written approval and return instructions.

  5. Ship the approved items according to the instructions provided.

Unauthorized returns may be refused.

12. Contact Us

Keyline Safety Ltd.

Email: customerservice@keylinesafety.com

Phone: 519-453-6110

Toll-Free: 1-877-539-6110

Website: https://keylinesafety.com

Business Hours: Monday–Friday, 8:00 AM–5:00 PM

For business customers with separately agreed purchasing terms, those written terms may apply where legally permitted.

Important: Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded under applicable Canadian law.