Returns & Exchanges Policy

You may return a product within 30 days of the delivery date if it meets all of these conditions:

• The product has not been used or installed.
• It is in the same condition you received it.
• It is in its original packaging, with all parts, accessories and documentation included.

The following items are final sale and cannot be returned unless they are defective:

• Lockout tools that have been used.
• Rope cut to a custom length.
• Clearance items.

• Email info@towrilla.ca with your order number and the item(s) you want to return or exchange.
• We will reply with return instructions and the return address.
• Pack the item securely in its original packaging and ship it back. Please keep your tracking number.

For change-of-mind returns and exchanges, the customer is responsible for return shipping costs. Original shipping charges are not refundable.

There is no restocking fee.

Once your return arrives, we inspect it to confirm it meets the conditions above. Approved refunds are issued to your original payment method within 5–10 business days after inspection. Your bank may take additional time to post the credit.

Unused products can be exchanged for a different product or size within the 30-day window. If the new item costs more, we will collect the difference; if it costs less, we will refund the difference to your original payment method.

If your order arrives damaged, email info@towrilla.ca within 48 hours of delivery with your order number and photos of the product and the packaging. We will review the claim and make it right.

Products that break or arrive defective are reviewed case by case by Towrilla. See our Warranty Policy for coverage and how to submit a claim.