Tero

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Refund policy

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Last update : April 14, 2020

ARTICLE 1 - SPECIFIC CONDITIONS FOR ORDERS FROM THE KICKSTARTER CROWDFUNDING CAMPAIGN

Notwithstanding any provision to the contrary in this policy or in the General Terms and Conditions of Sale and Use, the following provisions apply to orders from the Kickstarter crowdfunding campaign:

KICKSTARTER CROWDFUNDING

1.1 Order cancellation

No order cancellation is possible.

1.2 Return and refund

No return or refund is possible.

1.3 Exchange

No exchange is possible.

1.4 Warranty and repair

No warranty is offered on the Tero device.

We invite you to read the articles regarding the responsibilities of Creators, Contributors and Kickstarters during a Kickstarter crowdfunding campaign.

For all other questions, consult our FAQ or our customer service at info@teroproducts.com.

ARTICLE 2 - SPECIFIC TERMS AND CONDITIONS FOR ORDERS FROM THE FALL 2020 PRESALE (PURCHASE MADE BETWEEN 21 OCTOBER 2020 AND 14 APRIL 2021, INCLUSIVELY).

Notwithstanding any provision to the contrary in this policy or in the Terms and Conditions of Sale and Use, the following provisions apply to orders from the 2020 presale (purchase made between October 21, 2020, and April 14, 2021, inclusively):

2.1 Order cancellation

No order cancellation is possible.

2.2 Other Conditions
All other terms and conditions set forth in Article 3 below (except Article 3.1.) apply to the Fall 2020 Presale orders.


ARTICLE 3 – THE GENERAL CONDITIONS FOR RETURNS AND CANCELLATIONS ARE APPLICABLE FOR ALL TERO PRODUCTS ORDERS


3.1 Cancellation

You may cancel your order at any time within 30 days of your purchase if the item has not yet been shipped by contacting customer service at info@teroproducts.com at no charge. If you wish to cancel your order more than 30 days after the date of purchase shown on the invoice issued by Tero for your item and the item has not yet been shipped, Tero reserves the right to deduct from the refunded amount an administration and transaction fee equal to 5% of the refunded amount minus all applicable sales taxes. If your item has already been shipped, you will need to refer to the applicable return policy.

3.2 Returns

For orders made in Canada only, it is possible to benefit from a return of any product purchased online within 30 days of the purchase date appearing on the invoice issued by Tero. If 30 days have passed since the date of purchase on the invoice issued by Tero, we will unfortunately not be able to offer you a refund.

To be able to benefit from a return, your item:

  • must be unused and in the same condition you received it;
  • must be packed in the original packaging with all accessories, labels and parts in its original box to avoid damage during the return shipment;
  • must have no visible signs of wear or use.

In addition, to make a return, you must present us with a receipt or proof of purchase.

Finally, returns are made by post at the customer’s expense. Please do not return your purchase without first contacting our customer service.

For the return and refund process, please contact our customer service at info@teroproducts.com.

3.3 Refund

For orders placed in Canada only, once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also notify you of our decision to approve or reject your refund request.

If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a reasonable timeframe. The delay may vary depending on your payment method, your banking institution, and the amount of the refund request to be processed.

If your request is refused, the item will be returned to you and you will be charged for any shipping costs unless you notify Tero in advance that you do not wish to receive it, with no refund or compensation payable to you.

3.4 Exchange

For orders made in Canada only, it is possible to benefit from an exchange within 30 days following the date of purchase appearing on the invoice issued by Tero. If 30 days have passed since that date, we will unfortunately not be able to offer you the possibility of exchanging the item(s) purchased.

In order to benefit from an exchange, your item:

• must be unused and in the same condition as you received it.
• must be packaged in the original packaging with all accessories, tags and parts in its original box to avoid damage in return shipping.
• must have no visible signs of wear or use.

In addition, to make an exchange, you must provide us with a receipt or proof of purchase.

Finally, exchanges are made by mail at the customer's expense. Please do not return your purchase without first contacting our customer service department at info@teroproducts.com.

For any exchange with a higher value item, you will be charged the difference in price between the exchanged item and the new selected item and you will owe that amount, plus any applicable sales tax, before Tero ships the new selected item.

For any exchange with an item of lesser value, Tero will reimburse you the price difference between the exchanged item and the new selected item, including the taxes related to this price difference.

If you have any questions regarding exchanges, please email us at info@teroproducts.com. We will review your request and send you the procedure to follow. Please do not return your purchase without first contacting our customer service department.

3.5 Warranty and Repair

Tero offers a one (1) year Warranty on all Tero devices, as detailed in Article 15 of the Terms and Conditions of Sale and Use.

3.6 Shipping

To return a product, you must mail it to the address that will be provided to you by our customer service when you request a return and refund, or an exchange. It is important to note that you will be responsible for the shipping costs to return your item. Shipping costs are not refundable.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item over $75, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive your returned item.

3.7 Transaction and Administration Fees

In the event of a refund by Tero, Tero reserves the right to deduct from the refunded amount an administration and transaction fee equivalent to 5% of the refunded amount, minus applicable sales taxes.


If you have any questions, consult our FAQ or contact us at info@teroproducts.com.

 

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