Refunds and Returns

Policies on this page allow us to operate in the most effective manner possible, and are for the good of our entire customer base.  All transactions between all customers and People Access, whether in person, by phone, fax, email, mail, online, or other means, fall under the directive of these policies unless expressly noted on your sales order or contract, and approved by People Access.

All new, unused & resalable product returns/exchanges must be made within 10 days of delivery.

Product damage must be reported within 3 days of delivery.

If you have been shorted a product or received an incorrect item you must report this within 3 days of delivery.

While a representative from People Access may assist you in placing your order, you (the customer) are ultimately responsible for ensuring all information found on your order is correct. It is your responsibility to ensure these products will work for your specific application and to ensure product compatibility.

The following options are available for placing your order:
Online – The BEST way to place your order!!!
Phone – Call 800-263-9648 x224

In Person – 307-2275 Lake Shore Blvd. West, Toronto, ON M8V 3Y3 (Please note that not all products are always in stock at our location so please call before visiting us.)

We attempt to ship every order as quickly as possible, however we cannot guarantee any delivery or pick-up times. We notify customers as soon as the item is available for pick-up.  We will also notify any customers of back-orders and out-of-stock items via email or phone.
Back-order Policy.  You will be alerted to product back-orders or delivery delays via your order confirmation. This confirmation is emailed to you. If any changes need to be made to your order you must contact People Access within 48 hours. After 48 hours, Buyer shall have no right to order any change or cancel any order without prior written consent and payment of all charges and expenses incurred by People Access .

Specially fabricated or custom ordered items may not be canceled nor returned.


If you place an order on our site, we will immediately bill your credit card or account. We will immediately bill your order regardless of available stock. We do this in order to reserve inventory for your order. Orders are fulfilled in the order they were billed on a first come, first served basis.

Payment Options: The following options are offered for payment:
Credit Card (Visa, MasterCard, American Express)

All orders will be shipped UPS.

To return or exchange any product you must follow these steps. Failure to follow these instructions may result in additional fees or a denied claim.

1. Contact our customer service department by calling 1-800-263-9648 x224. Once submitted, a customer service rep will respond to your case as soon as possible (usually within 3 business days).

2. Obtain a Return Merchandise Authorization number (RMA #). Any package without one will be refused.

3. Send the package back prepaid and fully insured, and properly packaged & re-boxed. Do not write directly on the manufacturer’s box. The RMA number must be placed on the outside of the package (please do not place any stickers on the manufacturing box). You have 10 days to return the product once you receive your RMA. After 10 business days your assigned RMA will expire and your case will need to be re-evaluated.

4. A credit for your refund will be issued to your credit card within 5 days of receipt of the return to our facilities. If returned goods are not received, no refund will be issued.

WHAT can be refunded?

People Access Products and Services purchased through our website e-commerce service fall into the following groups, each with unique refund and return conditions:

Training Services – In-house Training sessions must be cancelled or rescheduled at least 48 hours in advance to obtain a full refund of any amounts already paid. If cancelled or rescheduled less than 48 hours before the session is scheduled to begin, a 25% cancellation fee will be charged and deducted from any refundable amount.

Training Services – Public session Training sessions must be cancelled or rescheduled at least 48 hours in advance to obtain a full refund of any amounts already paid. If cancelled or rescheduled less than 48 hours before the session is scheduled to begin, a 25% cancellation fee will be charged and deducted from any refundable amount.

People Access reserves the right to advise the buyer of a change of time or location for scheduled training sessions at least five days in advance. If the buyer does not wish to attend at the new time or place, a full refund will be issued.

Distance Coaching Prepaid phone coaching services are non-refundable and must be fully used within 18 months of purchase.

AODA Compliance Kits Service packages that contain e-Learning as a component are non-refundable once the buyer has logged into the e-Learning system. Otherwise, a full refund will be provided upon the full return of all materials in new condition with original packaging.

Accessibility Merchandise Merchandise may be returned prepaid if products are complete, unused, and still in original packaging. A full refund will be issued, less outbound shipping charges. In order to receive a full refund of the product purchase price, all returned goods must be assigned a Return Merchandise Authorization Number (RMA#) before shipping back to our facility. This can be obtained by speaking with one of our customer service representatives within ten days of delivery and explaining the reason for return. Once the RMA# is issued, the goods must be shipped back to People Access within 10 days. Otherwise a new RMA must be requested by the customer.

Software Once the EULA (End User Licence Agreement) for any People Access software has been accepted by the buyer upon installation of the software, no refunds will be given.

WHERE do items need to be returned to?

All returns must be shipped prepaid at the customer’s expense (unless otherwise specifically agreed-to in writing) to People Access, #307-2275 Lake Shore Blvd. West, Toronto, ON M8V 3Y3. The customer is responsible for insuring the return shipment against loss or damage and goods not received by People Access will not be refunded.