General Return Policy:
Customers have 30 days from the date marked as “delivered” by the shipping carrier to initiate a return. Returns initiated after this period will not be accepted. Returned items must be in brand new, unused condition, with all original packaging, manuals, and accessories included. Items returned in any condition less than new, or missing components or packaging, may be subject to a restocking fee or may be refused.
Several types of goods are exempt from being returned:
- Hazardous Materials: Products classified as hazardous, or flammable liquids or gases.
- Gift Cards
- Downloadable Software Products
Exceptions may apply to defective products, where the manufacturer’s warranty may take precedence over the general return policy.
How to Return an Item:
To return an item, customers must first request a Return Merchandise Authorization (RMA) number by contacting GTR Direct’s customer service (email: info@gtrindustries.com or Phone number: (416) 665-4209) within the 30-day return window. Returns without an RMA number will not be processed. Customers are responsible for the return shipping costs unless the item is defective or the wrong item was shipped. In such cases, GTR Direct will cover the return shipping costs by providing a prepaid shipping label. It is strongly recommended to use a trackable shipping service or purchase shipping insurance, as GTR Direct is not responsible for items lost or damaged during return shipping.
Items must be securely packaged to prevent damage during transit. Items that arrive damaged due to inadequate packaging may be refused or subject to a restocking fee. To complete your return, a receipt, order confirmation email, or invoice is required as proof of purchase. All returns must be sent to GTR Direct (Address: 1020 Lawrence Ave W Unit 203, North York, ON M6A 1C8). Please do not send your purchase back to the manufacturer.
Inspection and Restocking Fees:
Upon receiving the returned item, GTR Direct’s returns department will inspect the item within 5 business days. If the inspection takes longer, customers will be notified promptly. A restocking fee of 10-20% may apply based on the condition of the returned item. If any components and the original box are missing or damaged, or if the return is not due to an error on the part of GTR Direct/manufacturer, the item will be deemed as non-refundable. Customers will be informed of any restocking fees before the refund is processed.
Refund Process:
Refunds will be issued to the original payment method used during the purchase. If the original payment method is unavailable (e.g., expired credit card), store credit may be issued. Please note that it may take an additional 3-5 business days for the refund to appear in your account, depending on your bank or card issuer. Refunds are processed within 7-10 business days after the returned item has been inspected and approved. Original shipping costs are non-refundable unless the return is due to an error by GTR Direct, such as shipping the wrong item.
Exchanges:
If an item arrives defective or damaged, GTR Direct will replace it at no additional cost. The defective or damaged item must be reported within 7 days of receipt. Failure to report within this timeframe may result in the exchange being refused. Contact customer service (email: info@gtrindustries.com or Phone number: (416) 665-4209) to obtain an RMA and instructions for returning the defective or damaged item. Once the return is received and inspected, the replacement item will be shipped.
Warranty and Repair Services:
Many products sold by GTR Direct are covered by a manufacturer’s warranty, which covers defects in materials and workmanship for a specified period. To ensure coverage, customers are encouraged to register their products with the manufacturer where applicable. To make a warranty claim, contact the manufacturer directly. Customers may be responsible for shipping the product to the service center, except where the warranty states otherwise. For items out of warranty, GTR Direct can assist in facilitating repairs through authorized service centers. All repair costs, including shipping, are the customer’s responsibility.
International Returns:
International customers must follow the same return process, including obtaining an RMA. However, return shipping for international orders is the customer’s responsibility. GTR Direct is not responsible for any duties, taxes, or customs fees incurred during the return process. Refunds on international returns will exclude any duties, taxes, or customs fees paid by the customer at the time of purchase.
Refunds on Digital Products:
Digital products, such as downloadable software or media, are non-refundable once the product has been delivered electronically. By completing the purchase, customers acknowledge that they waive their right to cancel the purchase or request a refund once the download or streaming process has begun.
For any inquiries or to initiate a return, please contact our customer service team at email: info@gtrindustries.com or Phone number: (416) 665-4209. Our team is available between 10:30AM – 17:00PM, Monday to Friday to assist with any questions.
Legal Compliance and Dispute Resolution:
This policy is governed by the laws of Canada. GTR Direct adheres to all applicable consumer protection laws, including the Canadian Consumer Product Safety Act (CCPSA) and the Competition Act. Any disputes arising from the purchase or use of products from GTR Direct will be resolved through binding arbitration in accordance with the Canadian Arbitration Association’s rules. By purchasing from GTR Direct, you agree to this method of dispute resolution. Arbitration shall be conducted in Ontario, Canada, and any award rendered by the arbitrator may be entered in any court having jurisdiction thereof.
