Returns & Refunds Policy

*Effective:2025-04-26

1. Our Commitment

Town Tech wants you to be completely satisfied with every purchase. This policy explains when and how you can return or exchange products purchased through towntech.ca (the “Site”). It is designed to comply with applicable Canadian consumer‑protection legislation while also safeguarding our ability to continue offering competitive prices and fast shipping.

2. Return Window

Product category Return window
New, unopened physical goods 30 calendar days from the date shown on your invoice
Defective / Dead‑On‑Arrival (DOA) items 15 calendar days from delivery confirmation
Special‑order items (marked SO at checkout) No returns, except DOA
Software, licences, digital downloads Non‑returnable once delivered or activated
Clearance / Final‑sale items Non‑returnable unless DOA

3. Eligibility Conditions

To qualify for a refund or exchange, items must:

  1. Be in new and resalable condition (all original packaging, manuals, cables, and accessories intact).
  2. Bear the same serial number as shipped.
  3. Be free of user‑induced damage (scratches, cracked screens, bent pins, liquid spills, etc.).
  4. Be accompanied by an RMA (Return‑Merchandise Authorisation) issued by Town Tech before the product is shipped back to us.

4. Obtaining an RMA

Email support@towntech.ca with:

  • Your order number
  • Product SKU & serial number
  • Reason for return
  • Photos of the item (required for DOA/defect claims)

We will respond within 2 business days with an RMA number and shipping instructions.

5. Shipping Your Return

  • You are responsible for return shipping costs unless the item is DOA or we shipped the wrong product.
  • For DOA/incorrect items, Town Tech will email you a prepaid Canada Post or Purolator label.
  • Pack the item securely; damage caused by inadequate packaging will void eligibility.
  • Ship within 7 calendar days of RMA issuance. Late shipments may be refused and returned to you at your expense.

6. Restocking Fees

A 10 % restocking fee (minimum $10) applies to opened products that are returned in perfect condition. Fees are waived if the return is due to our error or a verified defect.

7. Inspection & Refunds

  • Inspection occurs within 5 business days of receipt.
  • Approved refunds are issued to the original payment method within 3‑5 business days after inspection. Pay‑by‑credit‑card refunds may take your bank additional time to post.
  • Shipping charges paid on your original order are non‑refundable unless the return is due to our error.

8. Exchanges & Warranty Service

If you prefer an exchange, we’ll ship the replacement once the original item passes inspection (or sooner with a temporary credit hold). After 30 days, manufacturer warranties apply; Town Tech is happy to facilitate standard RMA procedures with the vendor or manufacturer on your behalf.

9. Non‑Returnable / Excluded Items

  • Gift cards or prepaid licences
  • Opened software or subscription cards
  • Consumables (ink, paper, batteries) once packaging is opened
  • Items damaged by misuse, accident, modification, or acts of nature

10. Limitation of Liability

To the fullest extent permitted by law, Town Tech’s liability is limited to the lesser of (a) the replacement cost of the product or (b) the amount you paid. Indirect, incidental, or consequential damages are expressly disclaimed.

11. Your Statutory Rights

Nothing in this policy limits any rights you may have under the Consumer Protection and Business Practices Act (NL) or other applicable federal or provincial statutes.

12. Contact Us

Questions? We’re here to help:

Town Tech
St. John’s, NL, Canada
Email: support@towntech.ca

Town Tech reserves the right to amend this policy without prior notice. Changes apply to orders placed after the effective date above.