Refund and Returns Policy

Effective: September 5, 2026
Last updated: September 9, 2026

This Refund and Returns Policy applies to purchases from Okanagan Ventures, carrying on business as ECU5.com (“ECU5.com,” “we,” “us,” or “our”) through ecu5.com (the “Site”). It forms part of our Terms and Conditions.

Nothing in this policy limits a cancellation, refund, repair, replacement, warranty, or other remedy that applicable law does not allow us to exclude.

1. Start a return or report a problem

Before sending anything back, contact us at ca@ecu5.com with:

• your name and order number;
• the Product you wish to return;
• the reason for the request;
• photographs or diagnostic information if the Product is damaged, incorrect, or defective; and
• the VIN or vehicle configuration, if relevant.

We use this information to evaluate and administer the return, warranty, safety, fraud-prevention, and legal recordkeeping where applicable, as explained in our Privacy Policy. We will provide return instructions and, where applicable, a return authorization. Do not send a Product to a manufacturer or another address unless we direct you to do so.

2. Voluntary returns of physical Products

In addition to mandatory rights, we generally accept a voluntary return request made within 30 days after delivery for an eligible physical Product that is:

• unused, uninstalled, unprogrammed, unmodified, and undamaged;
• complete with its original packaging, accessories, manuals, labels, licence keys, security seals, and proof of purchase; and
• returned in a condition suitable for resale as new.

We may reasonably inspect and test a returned Product. To the extent permitted by law, we may decline a voluntary return or deduct an amount reflecting loss in value caused by use, installation, programming, damage, missing components, or handling beyond what is reasonably necessary to inspect the Product.

For a voluntary change-of-mind return, you are responsible for return shipping and the original shipping charge is not refundable. This rule does not apply where the Product is defective, damaged in transit, incorrectly supplied by us, or the law requires us to pay or refund shipping costs.

3. Products with voluntary-return restrictions

The following are not normally eligible for a voluntary change-of-mind return after the stated event:

• Tune Files, calibrations, modified software, downloads, licence keys, flashing credits, or other digital content after delivery, download, activation, installation, flashing, or work has begun;
• custom-made, personalized, special-order, or VIN-specific Products after production or customization has begun;
• opened or installed electronic Products, control modules, sensors, or security-sealed Products where installation, programming, activation, or opening affects their resale condition or security;
• consumable Products after opening; and
• gift cards or prepaid credits after use.

These restrictions apply only to our voluntary policy. They do not remove a remedy for a defective, misdescribed, or incorrectly supplied Product, a verified Software Error, or another right that applicable law provides. Tune Files are also governed by our Tune File Licence and Software Update Limited Warranty.

4. Damaged, incorrect, or defective Products

Inspect deliveries promptly. Contact us as soon as reasonably possible if a Product arrives damaged, is not what you ordered, or appears defective. Keep the Product and packaging until we provide instructions.

We may ask for reasonable evidence and troubleshooting information, and may inspect or test the Product. Depending on the circumstances and applicable law, the remedy may include repair, replacement, correction, re-performance, an applicable software update, a price reduction, or a full or partial refund. When the problem is our error or the law makes us responsible, we will pay or reimburse reasonable authorized return costs.

Do not continue using a Product if doing so may be unsafe or cause further damage. We are not responsible for additional avoidable loss caused by continued use after a serious warning or symptom, except to the extent applicable law provides otherwise.

5. Tune Files and digital Products

You may request cancellation before a Tune File or other personalized digital Product is supplied and before creation, adaptation, or performance begins. Once delivery or work begins, a voluntary cancellation or return is normally unavailable because the Product is digital, personalized, and cannot be returned in the same way as physical goods.

This does not affect mandatory rights or the Software Update Limited Warranty. Report a suspected Tune File problem under the procedure in the Tune File Licence and Software Update Limited Warranty.

Where a law gives a consumer a withdrawal right for digital content or services, we will obtain any separate consent and acknowledgment required before immediate delivery or performance can affect that right. If the required consent or acknowledgment is not obtained, the applicable statutory right remains available.

6. Statutory cancellation rights

Online orders may be distance sales contracts. Applicable law may give you cancellation rights if, for example, required pre-contract information was not provided, the contract differs from the information disclosed before purchase, a required copy of the contract was not provided on time, or the Product was not supplied within the required period.

Where a statutory cancellation applies, we will provide return instructions, accept a qualifying return, and issue the refund within the period and without deductions required by law. In British Columbia, statutory distance-sale cancellation and refund rules may differ from the voluntary 30-day policy above.

To send a cancellation notice, email ca@ecu5.com and clearly state that you are cancelling, identify the order, and explain the applicable reason. Keep a copy and proof of delivery.

7. Refunds

Approved refunds are issued to the original payment method unless applicable law or the payment provider requires another method. For a returned physical Product, we normally complete our inspection and notify you of the decision within 5 business days after receipt. We normally initiate an approved voluntary refund within 5 business days after that notice. Your bank or payment provider may take additional time to post it.

If a statutory deadline is shorter or otherwise applies, we will follow that deadline. A full refund for a Tune File ends the associated licence unless applicable law provides otherwise. A partial refund or price reduction does not end the licence unless we clearly agree otherwise with you as part of that remedy.

Shipping, customs duties, brokerage charges, installation, diagnostics, labour, programming, flashing credits, travel, and third-party costs are not included in a voluntary refund unless we agreed to them or applicable law requires reimbursement.

8. Exchanges

Where practical, we may offer an exchange for an incorrect, damaged, or defective physical Product. Availability is not guaranteed. If the replacement differs in price, we will explain and obtain approval for any additional charge before processing it.

9. Return shipping

Use the carrier and return address in our instructions. Package Products securely and use tracking and adequate insurance when appropriate. You bear transit risk for a voluntary return until it is delivered to us. We bear the risk where applicable law places it on us or where we supplied the authorized return label.

10. Contact

Okanagan Ventures
carrying on business as ECU5.com
645 St Annes Rd
Armstrong, British Columbia V0E 1B5
Canada
Email: ca@ecu5.com
Telephone: +1 236-361-5150