Return Policy

This Return Policy (“Policy”) governs the return and replacement of physical products sold by 2691003 ALBERTA INC., operating as Hero IT (“Hero IT,” “we,” “us,” or “our”), to customers (“you” or “your”) through our website at heroit.ca, through direct sales, or as part of a service engagement.

By purchasing any physical product from Hero IT, you acknowledge that you have read, understood, and agree to this Policy. This Policy supplements and forms part of our Terms of Use and Refund & Dispute Policy.

All sales of physical products are final. Hero IT does not accept returns, exchanges, or provide refunds for any physical products sold.

This applies to all products whether purchased individually, bundled with a service engagement, or included as part of a managed services agreement. Once a product has been delivered to you or installed at your premises, the sale is considered complete.

The sole exception to this policy is for products that arrive dead on arrival (DOA), as described in Section 04 below.

This policy applies to all physical products sold by Hero IT, including but not limited to:

• Desk phones and VoIP handsets (Yealink, Poly, Grandstream, and other brands)
• Headsets, speakerphones, and conferencing equipment
• Network switches, routers, and firewalls (Fortinet, SonicWall, Ubiquiti, Meraki)
• Wireless access points and controllers
• Desktop computers, laptops, and workstations
• Monitors, keyboards, mice, and other peripherals
• Servers, NAS devices, and UPS/battery backup units
• Security cameras and surveillance equipment
• Structured cabling, patch panels, and related hardware
• Any other physical hardware sold or provided by Hero IT

If a product arrives defective, non-functional, or damaged in transit (“Dead on Arrival” or “DOA”), Hero IT will replace the product at no additional cost to you, subject to the conditions below.

To request a DOA replacement, follow these steps:

• Step 1: Contact Hero IT at [email protected] or (825) 479-4500 within seven (7) calendar days of receiving or having the product installed. Include your name, company name, order or invoice number, the product in question, and a description of the defect.
• Step 2: Our team will review your request and may ask for additional information, photos, or diagnostic steps to confirm the defect. We will respond within two (2) business days.
• Step 3: If the DOA claim is approved, Hero IT will arrange for pickup or return shipping of the defective unit and ship or deliver a replacement product. For products installed by Hero IT, we will schedule a technician to swap the unit at no charge.
• Step 4: The defective product must be returned to Hero IT before or at the time the replacement is delivered. If the defective product is not returned within fourteen (14) calendar days, Hero IT reserves the right to charge the full purchase price of the replacement unit.

The following are not covered under the DOA replacement policy:

• Products damaged after delivery due to misuse, neglect, accidental damage, power surges, water damage, or unauthorized modification
• Products where the defect results from improper installation not performed by Hero IT
• Cosmetic damage (scratches, dents, or discoloration) that does not affect the functionality of the product
• Software issues, firmware bugs, or compatibility problems that are not related to a hardware defect
• Consumable items such as batteries, power cables, or mounting hardware (unless defective on arrival)
• Products reported as defective more than seven (7) calendar days after delivery or installation
• Products purchased from third parties and not directly from Hero IT

Most products sold by Hero IT are covered by the original manufacturer’s warranty. If a product develops a defect after the seven (7) day DOA window but within the manufacturer’s warranty period, you may be entitled to repair or replacement under the manufacturer’s warranty terms.

Hero IT will assist you with manufacturer warranty claims where possible, including providing proof of purchase and coordinating with the manufacturer on your behalf. However, the manufacturer’s warranty is a separate agreement between you and the manufacturer, and Hero IT is not responsible for the manufacturer’s warranty decisions, timelines, or remedies.

Hero IT does not provide any warranty beyond the manufacturer’s warranty unless explicitly stated in a separate written agreement.

For approved DOA replacements, Hero IT will cover the cost of return shipping for the defective product and delivery of the replacement product within the Calgary metropolitan area. For customers outside Calgary, return shipping costs for DOA claims will be covered by Hero IT; delivery of the replacement product may be subject to standard shipping charges.

Products returned without prior authorization from Hero IT will not be accepted and may be returned to sender at the customer’s expense.

If you disagree with a DOA determination or have a concern about a product purchased from Hero IT, please contact us at [email protected]. We will review the issue in good faith and work toward a fair resolution.

For disputes related to service charges, billing, or non-product matters, please refer to our Refund & Dispute Policy.

Hero IT reserves the right to modify this Policy at any time. Changes take effect upon posting the revised Policy to heroit.ca with an updated effective date. Your continued purchase of products from Hero IT after a change constitutes acceptance of the revised Policy.

If you have questions about this Policy or need to report a DOA product, please contact us: