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How do I return an item?

Return, Refunds Policy / Order Cancellation Policy

· Returns for exchange or refund: All Products must be returned in new and unused condition (Including all accessories, packing, instructions act.) All returns must have a RMA number

· Missing/Damages Goods: Must be reported within 24 hours of delivery of products

· Shipping charges are non-refundable on returned products.


Return Qualification Form

If you are not fully satisfied with your order, you may exchange or return your product at Tetragon Distributors Inc.

For your convenience, we also accept returns by mail. Please fill contact Tetragon to request your Return Merchandise Authorization (RMA) number. Your RMA number is valid for 14 days. Please ensure that the product being returned is in the same condition as when it was purchased---with all manuals, accessories, and the original online sales receipt. PLEASE NOTE: Packages sent without an RMA number cannot be accepted and will be returned to the sender

Please Note the customer is responsible for the shipping and taxes involved in the shipping of warrantied items to us or the manufacturer and return to you the customer. If items have been altered from their original state in anyway including but not limited to sewing, coloring, painting, embroidery or labeling, altered in any way from the original state or show signs of excessive wear the warranty is void.


Order Cancellation Policy

Your order begins processing immediately after you click the Place Order button on the "Confirm and submit" page. During processing of this order it may be possible to cancel your order, but once the order moves into the shipping process, it cannot be cancelled.

To attempt to cancel your order during processing:

  1. Sign in to your account.
  2. Click Change quantities / Cancel Orders
  3. Click the View or Change order button on the right hand side highlighted in yellow
  4. Click “Need to change quantities or edit an item” highlighted in blue
  5. Change quantities to zero, press save changes
  6. Confirm you are deleting you order

If there is no button, to change quantities the order is already being shipped and cannot be cancelled.

Cancellation of the order may also be done through customer service at 905 828 9803 during normal business hours on EST if the order has not moved into the shipping process.

If you have changed your mind about the order and it is too late to cancel, you can return any unwanted items in accordance with the Tetragon’s returns policy.

Incorrect Addresses

CParcels returned due to addresses being incorrect will be charged return shipping fees as Canada Post will return parcels incorrectly addressed to us and charge us the shipping costs associated with the return. Please check all order info after you have made the order to ensure the proper address has been given. The most common error in addresses is not giving apartment numbers, second is incorrect spelling of streets and third is incorrect postal codes. We are NOT responsible for shipping of parcels to incorrect addresses.

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