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Customer Service

GENERAL TERMS AND CONDITIONS

1. Scope of Application

All deliveries from the Deuter Online Store Canada to customers (hereinafter referred to as the “Customer”) are governed exclusively by these General Terms and Conditions (the “Terms”) valid at the time the order is placed.

These Terms apply to all orders placed through deuter.com/ca or other official Deuter online sales channels operated by ROI Recreation Outfitters Inc. (“ROI”), the official distributor of Deuter products in Canada.

“Consumer” means an individual acting for personal, non-commercial purposes. “Business” means any individual or entity acting in the course of a commercial or professional activity.

Deliveries are made within Canada only.

2. Contractual Partner and Contact Information

The purchase contract is entered into with:

ROI Recreation Outfitters Inc.
#103 – 19140 28th Avenue
Surrey, BC V3Z 6M3, Canada
Email: info@roirecreation.com
Website: www.deuter.com/ca

Customer Service:
For questions, returns, or warranty inquiries, please contact ROI Customer Service at:
📞 +1 (604) 541-9966
📧 cs@roirecreation.com
Hours: Monday–Friday, 8:30 AM–4:30 PM (Pacific Time).

3. Deviating Terms

Any differing or additional terms provided by the Customer are not accepted unless ROI expressly agrees to them in writing.

4. Offer, Order Process, and Conclusion of Contract

The Deuter Online Store at deuter.com/ca presents a non-binding catalogue of products. By placing products in the shopping cart and clicking “Buy Now,” the Customer submits a binding offer to purchase.

An automated email confirming receipt of the order will be sent immediately. The purchase contract is concluded once ROI sends an order confirmation email.

Before submitting the order, the Customer may review and correct all order information.

ROI reserves the right to decline orders where quantities exceed typical consumer levels or if the purchaser is under 18 years of age.

5. Storage of Order Information

The order details and these Terms will be sent to the Customer via email after checkout. Customers may print or save these for their records.

6. Prices and Payment

All prices are stated in Canadian Dollars (CAD) and include applicable sales taxes (GST/HST or provincial taxes).

Shipping

Orders are shipped via Canada Post.

  • Free shipping for orders of CAD 99 or more (before taxes).
  • For orders under CAD 99, a flat shipping fee of CAD 14.95 applies.

Shipping costs and taxes are displayed before the order is finalized.

Payment Methods

Accepted payment methods include:

  • Credit Card (Visa, MasterCard, American Express)
  • PayPal

Payment is charged when the order is confirmed.

All goods remain the property of ROI until full payment has been received.

7. Delivery

Deliveries are made via Canada Post within Canada only.

Standard delivery times are approximately 5-6 business days after order confirmation (depending on destination and product availability).

If delivery is delayed beyond 14 days, the Customer may cancel the order for a full refund.

8. Returns and Refund Policy

ROI offers a 30-day return policy for all purchases made through deuter.com/ca.

Items must be unused, in original condition, and include all tags and packaging. Proof of purchase is required.

To initiate a return, please contact:
📧 cs@roirecreation.com
You will receive a return authorization and shipping instructions.

Customers are responsible for return shipping costs unless the item is defective or incorrect.

Refunds will be issued to the original payment method within 10 business days after the returned goods are received and inspected.

Customized or personalized products are non-returnable.

9. Warranty and Liability

Deuter products are covered by a limited 2-year manufacturer’s warranty against material or manufacturing defects, provided by Deuter Sport GmbH (Germany) and honored in Canada by ROI Recreation Outfitters Inc.

Warranty claims are handled through ROI Customer Service. If a defect is confirmed, Deuter or ROI will, at their discretion, repair or replace the item free of charge.

This warranty does not cover damage caused by misuse, normal wear and tear, or unauthorized repairs.

The manufacturer’s warranty details can be found at:
🔗 https://www.deuter.com/repairservice/warranty

ROI’s liability for damages is limited to the purchase price of the item. ROI shall not be liable for indirect, incidental, or consequential damages except where required by Canadian consumer protection laws.

10. Privacy and Data Protection

ROI Recreation Outfitters Inc. collects and processes personal data in accordance with applicable Canadian privacy legislation (including the Personal Information Protection and Electronic Documents Act (PIPEDA)).

Customer data is used exclusively for order processing, shipping, and customer communication.

More details are available in the Deuter Canada Privacy Policy at:
🔗 https://www.deuter.com/privacy-policy

11. Governing Law and Jurisdiction

These Terms and all sales through the Deuter Canada Online Store are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein.

Any disputes shall be brought before the courts of British Columbia, Canada.

12. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

 

Version: November 2025