Refund & Return Policy
Our commitment to customer satisfaction
Introduction
This policy outlines the terms and conditions for returning products and obtaining refunds from Tridacom IT Solutions. Our policy is designed to ensure customer satisfaction while maintaining fair business practices.
At Tridacom IT Solutions, we strive to provide quality products and services that meet your expectations. We understand that sometimes a return or refund may be necessary, which is why we've established clear guidelines for different types of purchases.
This policy covers both physical products and digital goods, including software, IT services, and subscriptions. Please review the policy carefully to understand your rights and options when considering a return or refund.
Important Note
Different policies apply to physical products versus digital goods and services. Please review the appropriate section for your specific purchase type.
Physical Product Return Policy
Our physical product return policy is valid for a period of 30 calendar days from the date of purchase. If you receive your order and are not satisfied for any reason, you can return the product for a refund, provided the requirements in this policy are met.
If a period of 30 days has lapsed since the purchase, we unfortunately cannot offer you a refund.
To receive an RMA number, please contact a member of our Customer Care Team through online web chat at tridacom.com or by email at contact@tridacom.com. Once you receive an RMA number, you will be provided with specific return instructions.
The 30-day return period begins on the date of purchase. If you received the product after the purchase date, the return period still begins on the purchase date, not the delivery date.
Refund Requirements
The following criteria must be met to qualify for a refund on physical products:
- Product must be unopened - The original packaging must not be broken or tampered with
- Product must be in original packaging - All components, manuals, and accessories must be included
- Product must be unused - The item should show no signs of use or installation attempts
- Product must not be damaged - No physical damage beyond normal shipping wear
To ensure the above criteria have been met, all returns will be thoroughly inspected upon receipt. If the product does not meet the listed criteria, we reserve the right not to issue a refund.
All refunds are subject to a 15% restocking fee, which will be deducted from the refund amount. This fee covers the costs associated with processing returns and restocking items.
If you are a Tridacom Rewards member, any Tridacom purchase rewards that you received for products that you have returned will be deducted from your Tridacom Wallet.
Proof of Purchase Required
To complete your refund, we require a receipt, purchase order, or other proof of purchase. Please note that without valid proof of purchase, we will not issue a refund.
If you are a registered Tridacom client, you can obtain your proof of purchase through your Order History section under your account.
Acceptable Forms of Proof of Purchase
- Original receipt - Physical or digital copy of your receipt
- Order confirmation email - Email confirmation sent at the time of purchase
- Account order history - Order details from your Tridacom account
- Invoice number - Valid invoice number associated with the purchase
Sale and Clearance Items
Only regular-priced items may be returned. Unfortunately, sale or clearance items cannot be returned under any circumstances.
The following items cannot be returned:
- Sale items (items discounted from their original price)
- Clearance items (marked for final sale)
- Items marked "As Is" or with similar designations
- Custom-configured hardware or equipment
- Special order products
Shipping Returned Items Back
To return an order, you must contact us first and obtain a Return Merchandise Authorization (RMA). Returns will not be accepted without a valid RMA.
Returns can be made to various warehouses across Canada. We will provide you with the specific return address at the time of issuing your RMA. You will be responsible for paying the shipping costs for returning the items.
Important Shipping Guidelines
- We will not refund the shipping costs for returns
- You must ensure that goods are properly packaged to prevent damage during transit
- Products found damaged or used beyond reasonable inspection may result in rejection of the refund
- We recommend using a shipping method that provides tracking information
For items being returned due to our error (wrong item shipped, defective on arrival, etc.), please contact our Customer Care Team to arrange for return shipping at our expense.
Service & Software Returns and Refunds
Our IT solutions, software, subscriptions, services, warranty extensions, and support contracts are non-tangible, irrevocable goods. We do not provide refunds after these products are purchased, which you acknowledge prior to purchasing during the checkout process.
The following digital products are non-refundable:
- Software licenses and subscriptions
- IT support services
- Warranty extensions
- Cloud services
- Consulting services
- Implementation services
- Training sessions
Some subscriptions and software may provide a time-limited free trial. We strongly recommend trying these products using their free trials to ensure the software suits your needs prior to making a purchase.
For physical products, please refer to our Physical Product Return Policy sections above.
Contacting Us
If you would like to contact us concerning any matter relating to this Refund and Return Policy, you may do so by:
This document was last updated on March 1, 2025
