Refund policy

Effective date: August 2026

At a glance

  • Returns within 30 days for unused products.
  • Products damaged in transit or received in error will be repaired, replaced or refunded depending on the circumstances.
  • Manufacturing defects are assessed individually.
  • Discolouration, patina wear and normal oxidation caused by heat are part of the normal aging of a steel appliance and do not constitute a manufacturing defect.
  • Periodic maintenance helps extend the life of the product.
  • This policy in no way limits the rights provided by the Québec Consumer Protection Act.

At MASHWIMC, we make products designed to deliver many years of outdoor cooking. Every stove is made with care, individually inspected before shipping and packaged to reduce the risk of damage in transit.

Our goal is to give every customer a simple, transparent and fair process whenever a situation calls for us to step in.

This policy explains your rights, our responsibilities and the procedures that apply to returns, repairs, exchanges and refunds.

1. Our commitment

Every stove goes through, among other things:

  • an individual inspection;
  • a check of the welds;
  • an inspection of the finish;
  • a check of the assembly;
  • a final inspection before shipping.

Our stoves are made of carbon steel meant to be exposed to high temperatures. Over time, heat naturally changes the appearance of the steel.

Discolouration, patina wear, soot build-up, surface oxidation and normal cosmetic changes are expected and do not constitute a manufacturing defect.

2. Your rights

Nothing in this policy limits the rights granted to consumers under the Consumer Protection Act or any other applicable law.

Where the law provides greater protection, the law prevails.

3. Damaged product or order error

If your order is damaged in transit or you receive the wrong product, please contact us within 7 days of delivery.

We may ask for:

  • the order number;
  • photos of the package;
  • photos of the product;
  • a description of the problem.

Depending on the situation, we will first favour replacing parts, repairing or exchanging before considering a refund.

4. Voluntary return

Unused products may be returned within 30 days of delivery, provided they:

  • have never been used;
  • have never been heated;
  • have not been modified in any way;
  • are clean;
  • include all accessories;
  • are properly packaged.

Return shipping costs are borne by the customer, unless the return results from an error on our part.

Once the product has been inspected, the refund is issued to the original payment method.

5. Non-eligible products

The following are generally not eligible for return:

  • used products;
  • products that have been exposed to fire;
  • modified products;
  • custom-made products;
  • clearance products (subject to the rights provided by law).

6. Manufacturing defects

If a manufacturing defect is found, please contact us as soon as possible. We may ask for photographs before authorizing a return.

Depending on the circumstances, we may:

  • repair the product;
  • replace the affected part;
  • replace the product;
  • refund the customer when repair or replacement is not appropriate.

7. Normal conditions of use

The following do not constitute a manufacturing defect:

  • patina discolouration;
  • normal scratches;
  • soot;
  • ash stains;
  • marks caused by heat;
  • slight warping of certain parts directly exposed to flames;
  • surface oxidation;
  • normal aging of the patina.

8. Maintenance

The customer is responsible for reasonable maintenance of the product, including:

  • storing the stove in a dry place;
  • removing the ashes after use;
  • letting it dry completely before storage;
  • renewing the patina as needed with a few drops of food-grade grapeseed or canola oil on the cold, clean outer surfaces;
  • following the instructions for use.

9. Improper use

This policy does not cover damage resulting from, among other things:

  • misuse;
  • unauthorized commercial use;
  • modifications;
  • an accident;
  • an unsuitable fuel;
  • exposure to chemicals;
  • a marine environment;
  • prolonged outdoor storage without protection;
  • failure to follow the instructions.

10. Inspection

Every returned product is inspected by our quality team. The inspection may include:

  • photographs;
  • a check of the welds;
  • a search for signs of misuse;
  • a check for overheating;
  • an inspection for impacts.

Our goal is to complete this inspection within about 10 business days.

11. Refunds

Approved refunds are issued to the original payment method.

Processing times at financial institutions may vary and are beyond our control.

12. Transit damage

Any visible damage must be reported without delay. Please keep the packaging, the protective materials and the shipping labels, and take photographs before making any claim: the carrier may require them.

13. Contact us

MASHWIMC customer service
4345 Poirier Boulevard
Montréal, Québec H4R 2A4
Email: support@mashwi.ca
Phone: 450 231-1001
Website: www.mashwi.ca

Our philosophy

Fire naturally transforms steel.

Rather than promise the impossible, we make products that deserve to be maintained.

We rely on quality materials, Québec know-how, rigorous inspection and honest advice so that your stove stays with you for many years.