Return Policy

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Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, you will require a receipt or proof of purchase. We will then send you a return merchandise authorization (RMA) form which needs to be included with the returned product.

There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery
  • See the restocking fee schedule below

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed. For account customers, a credit will be issued to the account and a credit note will be emailed to you. For cash sale customers, you will be contacted to refund your credit card.

Restocking Fees for Account Customers

Where a product has NOT been used

If the product is a standard stocking item at Electram then there is no restocking fee.

If the product was a special order and Electram can return it to the original supplier, then the restocking fee will be the greater of the following options:

  • 30%, or
  • The restocking fee incurred by Electram from the original supplier, plus round-trip shipping fees, plus 10% for processing.

Where a product has been used

We generally don’t accept used items. Some signs that a product has been used include holes in the enclosure or marks on the mounting feet.

Please contact us for options.

Restocking Fees for Non-Account Customers

Where a product has NOT been used

If the product is a standard stocking item at Electram then there is a 50% restocking fee.

If a product was a special order and Electram can return it to the original supplier then there is a 75% restocking fee.

Where a product has been used

Unfortunately, we cannot accept used items. Some signs that a product has been used include holes in the enclosure or marks on the mounting feet.

Sale items (if applicable)

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. Please see below for exchanges related to warranty. If you need to exchange it for the same item, send us an email at sales@electram.com. Once you have received your RMA form, please send your item to: Electram, 18112 - 107 Avenue, Edmonton AB T5S 1K5, Canada.

Warranty

Products manufactured by Electram have a 1-year warranty on defective parts. If a part is found to be defective or there was a manufacturing issue then we will issue you a new part at no cost to you.

Products not manufactured by Electram may be covered by the manufacturer's warranty. Unfortunately, we cannot provide an exchange, however, we will assist you by completing the manufacturer's warranty paperwork.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an expensive item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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