Retail warranty and returns policy

PartSource is committed to protecting the privacy and security of your personal information obtained by reason of your customer relationship with PartSource. This policy explains the types of customer personal information we collect, how it is used, and the steps we take to ensure your personal information is handled appropriately. Our policies and practices have been designed to comply with the Personal Information Protection and Electronic Documents Act (PIPEDA) and corresponding provincial privacy acts.

Who is PartSource?

PartSource is a division of Canadian Tire Corporation, Limited. PartSource stores are owned and operated by independent franchisees and are responsible for adopting their own privacy policies which meet the intent of this policy.

What is personal information?

Personal information is information that refers to an individual specifically and is recorded in any form. Personal information includes such things as age, income, date of birth, ethnic origin, medical records and credit records. Information about individuals contained in the following documents is not considered personal information:

. public telephone directories, where the subscriber can refuse to be listed

. professional and business directories available to the public

. certain public registries and court records

. certain other publicly available printed and electronic publications.

Our commitment to your privacy is governed by the following privacy principles:

1. We are accountable to you

PartSource is responsible for all personal information under its control, including any personal information that is transferred to third parties for processing, storage or other purposes. We have employees who are accountable for compliance with these privacy and security principles.

2. We let you know why we collect your personal information

PartSource identifies the purpose for which your personal information is collected. We do this before or at the time the information is actually being collected.

3. We obtain your consent to collect, use or disclose your personal information

PartSource obtains your consent to collect, use or disclose your personal information. The method of obtaining consent is appropriate to the type of personal information being collected, used or disclosed:

. PartSource will obtain your express consent (verbal, written or electronic agreement) to collect, use or disclose sensitive personal information.

. PartSource will use implied consent to collect, use or disclose your personal information where one or more of the following apply

. a customer relationship already exists

. express consent has previously been given

. where the purpose of using the personal information is reasonably apparent to you

You can change your consent preferences at any time by contacting PartSource’s Customer Relations Centre who can help direct the call to the appropriate department within PartSource. To change your preferences, refer to the "How to contact us" section below.

4. We limit collection of your personal information

PartSource collects only the information required to provide products and services to you. If the personal information we require is collected for a reason other than to provide products and services your consent will be obtained before or at the time the information is collected. PartSource will collect personal information only by clear, fair and lawful means. Examples of why we collect personal information include:

. Communicating with you generally

. Processing your application

. Processing and keeping track of transactions

. Protecting against fraud or error

. Providing products and services requested by you

. Recommending products and services that PartSource believes will be of interest and provide value to you

. To comply with legal and governmental requirements

5. We limit use, disclosure and retention of your personal information

PartSource uses and discloses your personal information only for the purposes it was collected. PartSource does not sell or rent personal information to any organization or person for any reason. We do not share your personal information with third party organizations except to offer you a product or service. If your personal information is shared with third parties, these third parties are bound by appropriate agreements with PartSource or a member of the Canadian Tire family of companies to secure and protect the confidentiality of your personal information. We retain your personal information only as long as it is required for our business relationship or as required by federal and provincial laws.

We may use service providers outside of Canada, and, if applicable, your personal information may be processed and stored in other countries and therefore may be subject to disclosure under the laws of those countries.

6. We keep your personal information up to date and accurate

PartSource keeps your personal information up to date, accurate and relevant for its intended use. You may request access to the personal information we have on record in order to review and amend the information, as appropriate. To access your personal information, refer to the "How to contact us" section below.

7. The security of your personal information is a priority for PartSource

We take steps to safeguard your personal information, regardless of the format in which it is held, including:

. physical security measures such as restricted access facilities and locked filing cabinets

. electronic security measures for computerized personal information such as password protection, database encryption and personal identification numbers,

. organizational processes such as limiting access to your personal information to a selected group of individuals,

. contractual obligations with third parties who need access to your personal information requiring them to protect and secure your personal information.

8. We are open about our privacy and security policy

We are committed to providing you with understandable and easily available information about our policy and practices related to management of your personal information. This policy and any related information is available at all times on our web site, www.partsource.ca under Privacy and Security or on request. To contact us, refer to the "How to contact us" section below.

9. We provide access to your personal information stored by PartSource

You can request access to your personal information stored by PartSource.
To contact us, refer to the "How to contact us" section below. Upon receiving such a request, PartSource will:

. Inform you about what type of personal information we have on record or in our control, how it is used and to whom it may have been disclosed

. Provide you with access to your information so you can review and verify the accuracy and completeness and request changes to the information

. Make any necessary updates to your personal information.

10. Use of "Cookies" by www.partsource.ca

Your web browser places cookie files on your computer's hard drive. Cookies are small text files offered to your computer when you visit a website which keep track of your browser as you navigate the website. www.partsource.ca uses cookies to help understand which areas or pages of www.partsource.ca are popular to visitors of partsource.ca. This allows us to continually improve our website.

11. We respond to your questions, concerns and complaints about privacy

PartSource responds in a timely manner to your questions, concerns and complaints about the privacy of your personal information and our privacy policies and procedures.

How to contact us

. by calling our Customer Relations Centre at 1-866-807-1902

. by email to customerservice@partsource.ca

. by mail to PartSource Customer Relations, P.O. Box 2000, Welland, ON L3B 5S3.

If your questions, concerns and complaints have not been resolved to your satisfaction or if you have further questions, you can contact PartSource’s Privacy Advisor by mail at Privacy Advisor c/o PartSource, Box 2000, Welland, ON L3B 5S8.

Retail warranty and returns policy

New Product Returns: Save Your Receipt

Your purchase can be returned for a hassle-free exchange or refund provided that the merchandise is in its original saleable condition and packaging and it is returned with its original receipt. Returns without the original receipt will be made at PartSource’s discretion and at the lowest sale price during the last 90 days.

Specific details and exceptions are as follows:

. Regular Stock Product Returns
Regular stock products can be returned within 90 days of purchase to any PartSource location. There is no restocking charge when returning regularly stocked merchandise.

. Special Order Product Returns
Special order products can only be returned to the store of origin within the time limit originally specified. Some special order products may have a restocking charge or may be non-returnable. In these cases we will inform you prior to ordering and we will note any special rules or restocking fees directly on your receipt.

. Non-returnable Products
Electrical parts and electrical tools are returnable only if they have not been installed, not been used and if they are in new original saleable condition and packaging. Clearance items are non-returnable.

Warranty Product Returns

Your purchase can be returned for a hassle-free replacement/repair provided that it is returned within the warranty terms and warranty period. The original receipt is required. Warranty returns without the original receipt will be made at PartSource’s discretion. Products with a replacement warranty will be exchanged free of charge. Products with a repair only warranty will be repaired in accordance with the manufacturer’s terms and conditions. Warranty claims are limited to replacement/repair of the product only. We do not cover additional costs such as labour or towing. Batteries having a pro-rated extended warranty will have a pro-rated charge applied when exchanged after the free replacement period.

Core Returns

Cores can be returned in accordance with the above Regular Stock / Special Order guidelines providing the core is complete, free of damage, in its original package and returned with the original receipt. Please return cores as soon as possible as core values do change.

Customer Information

Your name, residence address and phone number will be required when processing an exchange or refund. Refunds or exchanges will not be processed without this information. This information is collected, used and retained to help prevent fraud, and may only be disclosed within PartSource, its affiliated companies, or as required by law. Valid photo ID may be required to confirm this information.

Refund Tender

Refunds will be made in the same tender as the original purchase. In cases where the original tender cannot be determined, the refund method will be at PartSource’s discretion.

10% Low Price Guarantee

1. The price match guarantee should be applied if the customer identifies an item at a lower price from a local competitor.
2. The 10% is taken off the competitor’s lower price for retail customers only. The price is only matched for commercial customers
3. All local competitors apply with the exception, bankruptcies and clearance sales and wholesalers. Price claims from Sam’s Club and Costco will be honoured for retail customers only but not for commercial claims.
4. will honour competitors (including CTC) regular and promotional prices with the exception of clearance sales.
5. The items must be of comparable quality, warranty, and package quantity. The decision as to whether or not an item is comparable is at the discretion of the franchisee.
6. Quantities can be limited at the discretion of the franchisee.
7. If the customer finds a lower price from a local competitor within 30 days of purchasing the item from PartSource we will honour the price match policy.
8. Local Canadian competitors must be within a 20km radius of the store. We will not price match cross boarder retailers or retailers that are beyond the 20Km zone.
9. Internet orders will not be honoured.
10. If a competitor is out of stock on a lower priced item, the store should honour the claim since this will highlight both our in-stock position as well as our commitment to offer competitive prices.
11. All PartSource merchandise that is in-stock or can be ordered with a product number will be eligible for price match and price match guarantee. Third party sourced products with a 9 digit number or not on file products are not eligible.
12. Proof of a competitor's price is at the discretion of the franchisee.

The Price Match Guarantee should NOT be applied in the following situations:

• Competitors bankruptcy sales
• Wholesale prices (note that we will honour retail price claims from Costco/Sam’s clubs but not commercial claims)
• Competitor clearance sales
• Mail in rebates (note that we will honour instant rebates)
• Discounts received for volume purchases
• Price matches with other PartSource stores – match the price but don’t provide the additional 10%.
• Internet orders
• Retailers located outside of Canadian Borders
• Retailers located outside of a 20Km zone around the store