Last Updated: February 20, 2025

At Filmbase Canada Online, we strive to provide high-quality products tailored to your needs. Due to the customized nature of many of our products, including smart film and smart glass, most items are not eligible for return. Please carefully review our return policy below before making a purchase.

1. General Return Policy
We offer a 30-day return policy for eligible, non-custom products, meaning you have 30 days from the date of receipt to request a return.

To qualify for a return, the item must be:
  • Unused, in its original condition, with all tags and packaging intact.
  • Accompanied by a receipt or proof of purchase.

To initiate a return, please email sales@filmbase.ca for authorization. Returns sent without prior approval will not be accepted. Once approved, returns must be sent to our designated return address (provided upon approval).

2. Non-Returnable Items
Certain products cannot be returned, including:
  • Custom-made products, such as smart films and smart glass, which are manufactured per client specifications and cannot be resold.
  • Wearable items (e.g., smart glasses, accessories) due to hygiene and health regulations.
  • Final sale items, including discounted or clearance products.
  • Gift cards.
  • Hazardous materials, flammable liquids, or gases.

If you have questions about whether an item is eligible for return, please contact us at sales@filmbase.ca before placing your order.

3. Damaged or Defective Items
We take quality control seriously. Please inspect your order immediately upon receipt. If an item arrives damaged, defective, or incorrect, contact us within 48 hours with:
  • Photos of the damaged or incorrect product.
  • Your order number and proof of purchase.

We will review the issue and, if approved, provide a replacement or refund at our discretion.

4. Exchanges
We do not offer direct exchanges. If you wish to replace an item, return the original (if eligible) and place a new order separately.

5. Refunds
Once we receive and inspect your return, we will notify you of approval or rejection. If approved, a refund will be processed to your original payment method within 10 business days. Processing times may vary based on your bank or credit card provider.

If you have not received your refund within 15 business days of approval, please contact support@filmbase.ca for assistance.

6. Orders Shipped to the European Union
If your order is being shipped into the European Union, you have a 14-day “cooling-off” period, allowing you to cancel or return your order within 14 days of delivery without justification. Returned items must meet the same eligibility requirements outlined above.