Frequently Asked Questions

Returns & Refunds

What is the return policy?
Our return policies depend on the type of product or service that you are purchasing. If you are looking to return any services, subscriptions or software that was purchased, please refer to our Service & Software Refund Policy. If you are looking to return a physical product, please refer to our Product Return Policy for more information.

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Do you refund delivery charges if I return something?
When returning items, you are responsible for the shipping costs, and you must first also receive a Return Merchandise Authorization (RMA) number from us prior to returning the product to our warehouse. If the product was sent to you in error, or was faulty, in some circumstances we will refund the shipping costs. We will advise you at the time when we issue you your RMA number. For more information on return shipping, please refer to our Product Return Policy.

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I've received a defective item, what should I do?
We are so sorry you received a defective item! Please reach out to our Customer Care team by clicking on the chat bubble located at the bottom right on any page of our website or these other contact methods so that we may correct this right away. You must obtain a Return Merchandise Authorization (RMA) number prior to returning the shipment to us. Any shipment returned directly without an RMA may not be credited back to your account properly and could be lost.

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What happens to my refund if my card is no longer in use?
Your refund will still go back onto the card details used on your order if the account is still open. When a card is lost, stolen, or cancelled, we can still refund that card. We cannot refund your order to a different card. If the account is closed, you will have to contact our Customer Care Team by clicking on the chat bubble located at the bottom right on any page of our website.

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How do I request a return or a refund?
  • Chat with a member of our Customer Care Team by clicking on the chat bubble located at the bottom right on any page of our website.
  • Send an email to: contact@tridacom.com and include your Order # and contact details.

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    What should I do if my refund is incorrect?
    We are sorry if we've made a mistake with your refund!

    If this is the case, please get in touch with our Customer Care Team and we will work to sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

    Before you contact us, there are a couple of things that may affect the amount you have been refunded:
  • The delivery charge, which is only refunded for canceled orders under the Consumer Contracts Regulations or if the goods are faulty.
  • Any discounts that were applied at the time of sale, which may not now be applicable. Check out our Terms & Conditions

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    How long do I have to make an exchange or return?
    Regular priced and sale merchandise can be returned within 30 days except for when noted on the product detail page noting No Returns. All non-defective merchandise being returned must be unopened, in the original packaging material. Exceptions may be made if the merchandise was found to be defective.

    Please ensure that you speak to one of our customer service representatives and obtain a Return Merchandise Authorization (RMA) prior to returning any merchandise to Tridacom.

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