Return Information

Downloadable Software:

All software products delivered electronically (downloads) are final sale once the product activation key has been sent, except in the case of case of defective items. For more information please contact us at sales@itfactory.ca

Once you purchase a software download and we (or the Publisher) have sent you the product activation code, you are responsible for downloading (if applicable) and confirming your ability to access the software, and bear all risk of loss after downloading the application or receiving the license key, including any loss due to a computer or hard drive malfunction. If you are unable to complete a download or access an application, please contact ITFactory customer service for assistance. We will do everything in our power to troubleshoot with you in order to help you get started. If necessary, we will put you directly in contact with the manufacturer for further support.

**We do not offer exchanges or give refunds for wrongful purchases once the Product Activation Key is sent, as it is the buyer's responsibility to check the system requirements of any product prior to purchase.

Physical Products:

Returns/exchanges can be made within 14-30 calendar days of receiving your order. The return/exchange period begins on the date the order is delivered.

All returns/exchanges may be subject to a restocking fee. Please find the category of your item below to determine its eligibility and associated restocking fees.

ITFactory.ca
Restocking Fees / Return Eligibility

Category

Return Period

Unopened

Opened/Unused

Opened/Used

Laptops, Desktops, Tablets, Monitors 14 Days 0% 15% 20%
Printers 14 Days 0% Not Returnable Not Returnable
Blank Media
Computer Components
Portable Storage & Batteries
Office Supplies
Ink & Toner
Headphones & Earphones (all types)
Software & OEM Software
GPS Devices
Devices with Software or with Activation Subscriptions
Virtual Reality Headsets
Fitness Trackers
Hoverboards, Skateboards & Drones
14 Days 0% Not Returnable Not Returnable
Solar products, Generators, Portable Power Supplies 14 Days 25% Not Returnable Not Returnable
Furniture & Decor 30 Days 0% 15% (unassembled) Not Returnable
All other products 30 Days 0% 15% 20%

All returned products must include their original packaging and must be in undamaged condition. Your return must be received within 14 calendar days of the issuance of an RMA number.

Return shipping costs, as well as any initial shipping costs paid on the order, will be covered by the customer in all cases, unless the product is defective, damaged or incorrect.

Defective/Damaged/Incorrect items: Refund/exchange requests for defective or damaged items must always be made within 14 calendar days from the date delivered.


How to request a Return/Exchange:

Please contact us directly at rma@itfactory.ca and provide the following information:

  • Order # 1000#####
  • Product name and quantity you wish to return
  • Date you received your product
  • Condition of the product (used/unused)
  • Condition of product packaging (opened/unopened)
  • Reason for return

Once your request has been approved, you will receive an RMA number and your return instructions. Please follow these instructions closely in order to ensure that your return is received and processed correctly. All refunds will be processed within 1-4 business days upon receipt of the returned item.

Refusals: Please DO NOT ship product back without an RMA number. We are not responsible for any product that is returned to us without an RMA number and it may be refused.

All RMA numbers must be clearly written on the outside of the package or shipping label. The issuance of an RMA number does not guarantee acceptance of your return or exchange.

The buyer may be subject to a fifteen percent (15%) restocking fee, shipping charges, and any losses incurred by seller if a package is refused without prior authorization.

Products that are received in any of the following conditions are not eligible for return and will be rejected:

  • Any product not purchased from ITFactory.ca
  • Any product that does not exhibit the described reason for the return (i.e., a return initiated for a DOA product that powers on and works properly upon inspection).
  • Any product with missing, damaged, altered, or otherwise unreadable serial number label, manufacturer model or part number label, and/or warranty label.
  • Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
  • Any product from which the UPC code has been removed from its packaging.
  • Any product that exhibits physical damage.
  • Any product for which you have submitted a mail-in rebate.
  • Any product which appears tampered, customized or altered in any way.