Refund policy

Warranty & Refund Policy at a Glance

By purchasing from StreamZ Global your purchase is covered under warranty. Please read these key terms before completing your purchase. The full legal policy follows below.

No Result-Based Refunds: Our products are designed to support your goals, but because individual setups, environments, and usage vary wildly, we do not issue refunds based on personal results or performance outcomes.
What is Covered: We fully cover manufacturing defects, hardware failures, or shipping damage. The length of this period varies according to the product.
What is Not Covered: Accidental damage, wear and tear, or modifications made to the product. Breakages to our wristbands are also not included within our warranty policy once in use.
How to Claim: If you experience a genuine product failure, contact our support team at help@streamz-global.com with a copy of your order number and video/photo evidence of the issue.

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These terms apply to all online purchases made on ca.streamz-global.com/ website. By placing an order you agree to this policy.

StreamZ return and warranty processes are only available on items purchased from streamz-global.com or via its authorised channels.

These terms of sale apply to all online purchases made on ca.streamz-global.com/. By placing an order you agree to this policy.

StreamZ return and warranty processes are only available on items purchased from ca.streamz-global.com or its authorized channels.

StreamZ Global product warranties vary from 6-months to 12-months, see conditions below.

'Warranty Returns' differ from 'refunds' or 'claims for lost or missing items'. If you have not received your order please refer to our terms of service.

Returns are classified as “unwanted goods,” “damaged goods in transit,” or “warranty returns,” as explained below.

All products are sealed by the manufacturer, and only brand-new, sealed products are fulfilled unless specifically stated otherwise.

Trying any products over a period of time constitutes usage beyond basic inspection and therefore invalidates the eligibility to return the product(s) for a refund, as covered under Canadian Consumer Protection Laws.

No representation or warranty is made as to the fitness of goods for the purpose for which they are intended, or for any particular purpose. StreamZ Global is unable to guarantee results and does not offer refunds or returns if customers have not found the results they were hoping for.

Customer Conduct & Mutual Respect Policy

We completely understand that when a product develops a fault or an order doesn't go as planned, it can be incredibly frustrating; however, we kindly ask that this frustration is not directed at our team. At StreamZ Global, our support team is dedicated to helping you resolve issues, process returns, and handle warranty claims fairly and efficiently in accordance with our company policies. We are committed to providing a professional, polite, and supportive environment for our customers, and we expect the same in return.

Our team members are merely doing their jobs to assist you. We maintain a strict Zero Tolerance Policy for abusive, aggressive, or disrespectful behaviour.

Prohibited Behaviour: This includes, but is not limited to, the use of profanity, derogatory or discriminatory language, personal insults, shouting, threats, or hostile and aggressive communications via email, live chat, phone, or social media.
Consequences of Misconduct: If a customer engages in rude, aggressive, or abusive behaviour toward any member of our staff, we reserve the right to immediately terminate the communication and void support for their request.
Refusal of Service: In severe or repeated cases, StreamZ Global reserves the right to cancel any active return authorizations, refuse future warranty evaluations, and permanently close the customer's account or block them from future purchases.

We appreciate your cooperation in treating our staff with the courtesy and respect they deserve.

Return of Unwanted Goods

1. Eligibility

Unwanted goods may be returned only if all of the following conditions are met:

The product is unused, unworn, unwashed, and in brand-new condition.
The product is returned in the same condition it was received, excluding original packaging.
The product is returned in full, containing all parts and accessories.
The return request is made within 14 days of receipt.
The product has not been used for any period of time.

Any use of the product, however minimal, voids eligibility for an unwanted goods return.

2. Your Legal Right to Cancel

Under Canadian Consumer Protection legislation, you have the right to cancel your order:

From the moment you place your order.
Up to 14 days after the day you receive your goods.

This right applies to purchases made via ca.streamz-global.com/

3. Refunds & Exchanges

If the above eligibility criteria are met, you may choose:

A refund (excluding original delivery charges), or
An exchange for another product (subject to availability).

StreamZ Global reserves the right to refuse a refund or exchange if returned items do not meet the eligibility requirements following inspection.

4. Return Shipping Costs & Risk

StreamZ Global does not offer free returns for unwanted goods.
StreamZ have partnered with a third-party fulfilment centre to manage returns within Canada.
The customer is responsible for all return shipping costs back to StreamZ Canadian fulfilment centre.
StreamZ Global is not responsible for items lost or damaged in transit.
Customers are strongly advised to use a fully tracked service when returning items back to StreamZ Canadian fulfilment centre.
Ownership of returned goods transfers back to StreamZ Global only once delivery is confirmed and signed for by StreamZ Canadian fulfilment centre.

5. Hygiene & Cleanliness

If you are asked to return items to StreamZ Global:

All products must be thoroughly cleaned prior to return.
Items returned in a dirty, soiled, muddy, or unsanitary condition may be quarantined for up to 10 business days, which will delay processing.
StreamZ Global reserves the right to refuse returns that present a hygiene or safety risk.

6. Refund Processing

Once returned items are received and approved following inspection:

Refunds will be processed within 72 business hours (Monday–Friday).
Refunds are issued to the original payment method.
Original delivery charges are non-refundable, unless legally required.
If your original order included any delivery cost(s), this initial charge will be deducted from your refund. If you received free delivery on your original order, a standard outbound delivery cost of $16.50 CAD will be deducted from your refund to reflect the initial shipping costs incurred by StreamZ Global.

7. Important Notes

Returns that do not follow the formal return process may be delayed or refused.
Returns outside the 14-day window will not be accepted.
StreamZ Global reserves the right to reject returns that do not meet resale condition standards.
All decisions regarding eligibility for unwanted goods returns are final.

Warranty Return Conditions

1. Definition of Warranty Returns

A “Warranty Return” applies only to products that develop a manufacturing defect during normal and intended use. It does not apply to damage caused by misuse, neglect, normal wear and tear, accidental damage, modification, or failure to follow care instructions. The Warranty Return Process applies to the return of defective items once in use that are directly related to a product failure.

2. Warranty Period

YOU StreamZ Wristbands: 6-month warranty
YOU StreamZ Ankle Bands: 12-month warranty
EQU StreamZ Horse Bands: 12-month warranty
EQU StreamZ Coolboots: 12-month warranty
EQU StreamZ Spare Accessories: 6-month warranty
DOG StreamZ Collars: 12-month warranty
MOO StreamZ Cow Bands: 12-month warranty

3. What Is Covered

The warranty covers faults that are directly attributable to manufacturing defects, including:

Defects, splits, or structural flaws present at the time of delivery.
Aesthetic defects present upon arrival that impact product integrity or function.

If approved, StreamZ Global will provide a replacement product at its discretion. All claims must be submitted with clear photos of the issue within 14 days of delivery to verify a manufacturing defect. Refunds are not guaranteed and are issued only where replacement is not reasonably possible.

4. What Is NOT Covered

The warranty does not cover:

Any snaps, splits, or tears that occur after the product has been successfully worn and used.
Normal wear and tear.
Damage caused by misuse, abuse, neglect, chewing, stretching, tearing, or modification.
Products damaged due to failure to follow care instructions (including daily removal).
Heavily worn products.
Loss, theft, or missing components.

All assessments are made solely at the discretion of StreamZ Global.

5. Silicone Wristband Warranty Conditions

Our silicone wristbands are designed and engineered exclusively for continuous, permanent 24/7 wear. They are not designed, intended, or warrantied to be taken on and off daily. Because silicone is an elastic material, the repeated mechanical stress of stretching the band over the hand to remove it on a regular basis will naturally cause it to fatigue and snap over time (specifically at the seam, which is the natural flex point).

Daily Removal Voids the Warranty: Any breakage, splitting, or snapping that occurs after the band has been put into use is classified as user-inflicted wear and tear from stretching, and is strictly excluded from warranty coverage. Once in use, take care if removing for any reason.

The 6-month warranty applies strictly to the longevity of the internal technology/components, provided the band has been left on the body as intended.

Wear assessment standard: The small SG logo located on the joining section of the wristband must remain clearly visible after 6 months. If the logo is partially or fully worn away, the wristband is considered 'well used' and is not covered under warranty. Furthermore, any jagged or stretched edges at the break site (indicative of tension/pulling force rather than a clean seam split) will be deemed wear and tear.

6. Returns of Used Products

Used products will not be accepted for return unless the issue is confirmed to be caused by a manufacturing defect.
Returns based on dissatisfaction with intended purpose, fit, or usage suitability are not accepted.

7. Inspection & Hygiene Requirements

If requested to return an item for inspection:

Items must be washed and cleaned before return.
Cleaning instructions are listed on the individual product pages.
Any unclean items will be quarantined for 7 business days before processing.
No refunds, replacements, or assessments will be processed while items remain in quarantine.

8. Return Shipping

StreamZ Global will cover return shipping for approved warranty claims:

Via refund of return postage (if reported within 14 days of purchase), or
By providing a prepaid return label (access to a printer required).
Return postage does not include collection services.
Ownership of returned goods transfers to StreamZ Global only once tracking confirms delivery.

9. Courier Damage on Delivery

If goods arrive damaged:

You must notify StreamZ Global in writing within 48 hours of receipt.
Photographic evidence of the damaged packaging and product is required.
Once courier claims are completed and damaged items are returned, a refund or exchange may be arranged.
Failure to notify within this timeframe may void eligibility for replacement or refund.

10. Non-Delivery Claims

If your order does not arrive, you must notify StreamZ Global in writing within 72 hours of the marked delivery date.
Failure to notify within this period may void eligibility for replacement or refund.

11. General Care & Maintenance

Products used outdoors or over extended periods require reasonable care and maintenance to retain warranty rights.
Failure to maintain products in line with care instructions may void warranty coverage.
All determinations regarding reasonable care are made at the discretion of StreamZ Global.

12. Final Authority

StreamZ Global reserves the right to:

Inspect all returned items.
Decline warranty claims where damage is not attributable to manufacturing defects.
Replace rather than refund.
Refuse claims that fall outside the warranty scope.

All decisions made by StreamZ Global regarding warranty eligibility are final.

Size Exchange Policy – Silicone Wristbands, Dog Collars

1. Eligibility for Size Exchanges

Size exchanges are available only for StreamZ silicone wristbands and are subject to the following conditions:

The item must be unused, unworn, and in original condition.
The item must be returned in the condition received, including all original packaging.
The size exchange request must be made within 14 days of receipt.
Proof of purchase is required.
Items showing any signs of use, skin-residue, wear, washing, stretching, damage, odor, or contamination will not be eligible for size exchange.

2. Return Process

Customers must follow the StreamZ return process as outlined in this policy. Size exchanges will not be processed until the original item:

Has been returned.
Has been received by StreamZ Global.
Has passed inspection and approval.

Ownership of returned goods transfers to StreamZ Global only upon confirmed delivery and receipt.

3. Return Shipping Costs

Return postage for size exchanges is the responsibility of the customer.
StreamZ Global is not responsible for items lost or damaged in transit.
Customers are strongly advised to use a tracked and insured delivery service.

4. Replacement Shipping

Approved size exchanges will be sent via Canada Post or standard courier at no additional cost. If an expedited delivery service is requested:

Standard upgrade rates will apply.
Payment must be made in full before dispatch.
An online invoice will be issued to the customer by email.

5. Inspection & Right to Refuse

StreamZ Global reserves the right to:

Inspect all returned items.
Refuse any size exchange where the product is not returned in resalable condition.
Reject size exchange requests at any stage of the process.
Offer a refund instead of an exchange where appropriate.

All decisions regarding eligibility for size exchange are made at the sole discretion of StreamZ Global and are final.

6. Exclusions

Size exchanges will not be accepted for:

Used or worn items.
Items returned outside the 14-day window.
Items damaged due to misuse, wear, or stretching.
Items returned without proof of purchase.
Items returned without prior approval from StreamZ support.

Return Process in Canada

All returns must follow the process below. Returns sent without prior approval or a valid Returns Number (RMA) may be refused and returned to sender.

STEP 1 – Contact StreamZ Support

Before returning any item, you must contact the StreamZ support team to obtain approval:
Email: help@streamz-global.com

Please have your order number/reference available. Our team will confirm whether your request qualifies as:

Unwanted Goods Return: Product must be unused, unworn, and in original condition. Request must be made within 14 days of receipt.
Warranty Return: Product must be within the applicable warranty period. Issue must be attributable to a manufacturing defect.
StreamZ Global reserves the right to decline return requests that fall outside these conditions.

STEP 2 – Receive a Returns Number (RMA)

Once approved, StreamZ support will issue a Returns Number (RMA) and return instructions.

Returns sent without a valid Returns Number may be refused.
In some cases, you may be asked to provide photographs or video evidence instead of returning the item.
StreamZ Global reserves the right to determine whether a physical return is required.

STEP 3 – Send the Goods Back

Returned items must be dispatched within 7 calendar days of the RMA being issued.
If items are not posted within this timeframe, the RMA may expire and the return may be refused.
Items must be securely packaged; StreamZ Global is not responsible for damage caused by inadequate packaging.
If a prepaid label is provided, it must be used.
If returning using your own method, you are responsible for the item until it is received by StreamZ Global.
StreamZ Global is not responsible for items lost or damaged in transit.
Items returned in an unhygienic or unsafe condition may be quarantined, refused, or disposed of at StreamZ Global’s discretion.
Ownership of returned goods transfers to StreamZ Global only once delivery is confirmed.

STEP 4 – Inspection, Refund, Repair, or Replacement

All returns are subject to inspection.

Repairs or Replacements (Warranty Claims): Approved warranty repairs or replacements will be processed within 48 business hours of inspection. Replacement items will be sent at no additional cost to the customer.
Refunds (Where Applicable): Approved refunds will be processed within 5 business days of inspection. Refunds are issued to the original payment method. Original delivery charges are non-refundable unless legally required.
StreamZ Global reserves the right to offer a replacement instead of a refund where appropriate.

Additional Return Conditions

Only one return request per order is permitted (covering unwanted goods, warranty claims, or size exchanges).
Returns that do not meet eligibility criteria may be rejected and returned to sender.
Failure to follow the return process may result in delays or refusal.
All decisions made by StreamZ Global regarding return eligibility and outcome are final.

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