Complete Guide to MEC’s Return Policy: What You Need to Know

Shopping for outdoor gear should be exciting—not stressful. But let’s be honest: sometimes things just don’t work out. Whether your new boots don’t fit quite right, your jacket isn’t as waterproof as you’d hoped, or your gear just isn’t performing the way you expected, a return policy can make all the difference.

Thankfully, Mountain Equipment Company (MEC) has one of the most respected return policies in Canada, known for being fair, flexible, and geared toward long-term customer satisfaction. But there are some important details you need to know—deadlines, conditions, exceptions—that could affect your return or refund.

This guide covers everything about MEC’s return process, including how to return items, what qualifies, what doesn’t, and how to get the most from their Rocksolid Guarantee.

What Is MEC’s Rocksolid Guarantee?

Unlike typical big-box stores, MEC doesn’t just process transactions—they build trust. The Rocksolid Guarantee means that if you’re not completely satisfied with a product, MEC will do their best to make it right. That could mean a refund, an exchange, a repair, or store credit.

The spirit of the policy is simple: gear should work as intended. If it doesn’t, or if you feel the item just isn’t right for you, MEC wants to help.

Standard Return Timeframes

For most products, MEC offers a 30-day return window. This is consistent across online and in-store purchases, though there are some category-specific exceptions.

General Products: 30 days from the date of purchase.
Holiday Shopping: Extended return windows may apply—always check seasonal updates on the site.
Electronics: Must be returned in unused condition, usually within 30 days.
Bicycles: Must be unused and returned within a strict timeline; MEC may require inspection.

Keep in mind that the clock starts ticking from the purchase date, not the shipping or delivery date. So don’t wait too long to try your gear out!

Returns with and without a Receipt

1. Returning with a Receipt

This is the easiest way to return a product. Just bring your receipt—paper or digital—to any MEC store or include it with your mail-in return.

Receipts include purchase date, item details, and method of payment.
For online orders, your email confirmation or account history counts as your receipt.
Refunds will be issued to the original method of payment.

2. Returning without a Receipt

If you’ve lost your receipt, you may still be able to return your item if you’re an MEC member. Just provide the email address or member number used at checkout, and MEC can look up your purchase history.

However, if no record of the purchase can be found, MEC reserves the right to deny the return or offer store credit only.

How to Return Items to MEC

Option 1: Return In-Store

Fastest and most convenient method.
Available at all MEC retail stores across Canada.
Bring your product, proof of purchase, and any original packaging.
Exchanges can often be done on the spot.

Option 2: Return by Mail

Don’t live near a store? You can return items by mail, whether they were bought online or in-store.

Fill out the Return Information Form (downloadable from their website).
Pack the item securely and include the form inside the box.
Use the return label provided (if applicable) or ship it using a trackable service.
Returns from within Canada incur a flat fee of $11 + tax, deducted from your refund.
International returns must be labeled “Canadian Goods Returning” to avoid duties.

Returns by mail typically take 2–3 weeks to process once the item is received.

Refund and Exchange Policies

Refunds

Most refunds are issued back to the original form of payment. Here’s how it works depending on how you paid:

Credit Cards: Refunded to the same card.
Debit: Refunded in-store; mail-in returns may be refunded by cheque or gift card.
Gift Cards: Refunds go back onto a MEC gift card.

If your card has expired or changed, MEC may issue your refund by cheque or store credit.

Exchanges

In-store: Quick and easy. Bring in your item and choose a replacement.
Online: MEC does not currently offer direct exchanges through mail. You’ll need to return your original item and place a new order.

If the replacement item costs more, you’ll pay the difference. If it costs less, you’ll receive a refund for the balance.

Product Condition Requirements

MEC is generally fair about returned product condition, but they do expect some responsibility on the buyer’s end. The item should be:

In like-new or gently used condition.
Clean and free of dirt, damage, or odor.
Accompanied by original packaging if possible.

Returned items undergo inspection, especially if they’ve been used. MEC may deny refunds for heavily worn or damaged gear unless the issue stems from a product defect.

Warranty vs. Return: Know the Difference

While returns cover buyer’s remorse or product dissatisfaction, warranties apply to manufacturing defects and quality issues.

Warranty Claims Include:

Broken zippers
Seam failures
Defective stitching
Premature wear or damage under normal use

To start a warranty claim, you may be asked to provide photos, a description of the issue, and a copy of your receipt or order confirmation.

MEC will typically offer a repair, replacement, or refund based on the condition and age of the product.

Items That Cannot Be Returned

For health, safety, and legal reasons, some products are non-returnable. These include:

Climbing gear (e.g., ropes, harnesses, carabiners)
Swimwear and underwear
Personal hygiene products (e.g., toothbrushes, water filters)
Gift cards
Custom orders and special order items

Always check the product page for return restrictions before buying.

How to Contact MEC for Return Support

If you’re unsure whether your item qualifies for a return or have questions about the process, MEC’s customer service team is ready to help:

Phone: 1-888-847-0770 (7am–5pm PT, Mon–Fri)
Email: info@mec.ca
Live Chat: Available via the MEC website

Staff are knowledgeable, helpful, and typically quick to respond.

Customer Feedback on MEC Returns

Most MEC customers report positive return experiences. In-store returns are fast, and even mail-in returns are processed fairly as long as the product is in acceptable condition. The Rocksolid Guarantee has earned a strong reputation, particularly among outdoor enthusiasts who value peace of mind with expensive gear purchases.

That said, being informed and following the return instructions closely will ensure the smoothest outcome. Always keep your receipts, track your shipments, and act within the return window.

Final Thoughts: Why MEC’s Return Policy Is One of the Best

Few retailers offer such a fair balance between customer satisfaction and product integrity. MEC’s return policy gives shoppers the freedom to try new gear without fear—knowing that if something doesn’t work, they have options.

From the flexible 30-day window to the extended support for defective gear, MEC puts its customers first. Just make sure to treat your gear with care and return it responsibly.

Still Deciding on Your Next Adventure Purchase?

Shop with confidence knowing MEC has your back. Whether you’re gearing up for a mountain expedition, a trail run, or a family camping trip, you can focus on the adventure—not the fine print.

Explore all the latest products at MEC.ca and buy with peace of mind today.