1. Overview and Timeframe

Troy Electric is committed to customer satisfaction. If you are not entirely satisfied with your purchase, you may return the item(s) for a refund or exchange, subject to the conditions below.

• Standard Return Window: You may return most items within 30 days from the original date of purchase or date of delivery (for online orders).
• Proof of Purchase: All returns and exchanges must be accompanied by the original receipt, invoice, or packing slip.

2. Condition of Returned Items

To be eligible for a return, the item must meet the following criteria:

• New and Resalable Condition: The item must be unused, uninstalled, and in the same condition that you received it.
• Original Packaging: The item must be returned in its original, undamaged manufacturer’s packaging with all accompanying components, manuals, and warranty cards.
• Sealed Items: For items sold in a sealed container or electrostatic discharge (ESD) bag (e.g., microcontrollers, sensitive circuit boards), the seal must not be broken.

3. Items Exempt from Return

The following items are considered Final Sale and cannot be returned or exchanged:

• Custom Orders: Any item that has been specially ordered, cut-to-length (e.g., wire, cable, conduit), or custom-fabricated to the customer’s specifications.
• Clearance/Discontinued Items: Products marked as “Clearance,” “Final Sale,” or “Discontinued.”
• Installed/Used Items: Any electrical components that have been installed, wired, or show signs of use (e.g., stripped screw heads, wire markings, heat damage).

4. How to Initiate a Return

A. In-Store Returns

Bring the item and your proof of purchase to the Troy Electric store location. A staff member will inspect the item and process the refund or exchange on the spot, provided it meets the criteria.

B. Mail-In Returns (for Online Orders)

1. Contact Us: Email our customer support team at [email protected] or call 250 382 7442 to request a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number may be delayed or refused.
2. Package the Item: Securely package the item(s) to prevent damage during transit. Write the RMA number clearly on the outside of the package.

• Ship to: Troy Electric Returns Department / Unit 1 – 3131 Delta Street, Victoria, BC, V8Z 1A6
• Shipping Costs: The customer is responsible for all return shipping costs unless the return is a result of our error (e.g., you received an incorrect or defective item). We recommend using a trackable shipping service.

5. Refunds and Processing

• Form of Refund: Refunds will be issued to the original form of payment used for the purchase (e.g., credit card, debit card, cash).
• Processing Time: Once your return is received and inspected, we will send you an email notification. Approved refunds will be processed within 7-10 business days, but the time it takes for the funds to post to your account is subject to your bank or card issuer.
• Restocking Fee: A 15% restocking fee may be applied to returns of non-defective, high-value, or specialized equipment items that are returned after the 30-day window but before 60 days, or if the original packaging is missing or damaged but the item is still resalable.

6. Defective or Damaged Products

If you receive a defective, damaged, or incorrect item, please contact us immediately (within 5 days of receipt).

• Troy Electric will cover the cost of return shipping and replacement shipping for items confirmed to be defective or damaged due to a manufacturing fault or shipping error.
• The defective item may need to be returned to us for inspection prior to a refund or replacement being issued.