Refund policy

At TDL Gentek, we are committed to ensuring your satisfaction with every purchase. Please review our return, exchange, and warranty policies below.

Returns & Exchanges

30-Day Return Window – Unopened Items

• Unopened products may be returned within 30 days of purchase
• Must be in new, original condition with all packaging and accessories
• Returns may be subject to a restocking fee
• Customers are responsible for return shipping cost

1-Year Easy Return Support on Defective Product

We accept returns for most products up to 1-year from the invoice date, including:

• DOA (Dead on Arrival) products
• Defective products

In these cases TDL will cover the costs of shipping. Eligible for return with approved RMA. Submit request at: RMA – TDL Gentek

An RMA number is required before returning any product.

Submit request at: RMA – TDL Gentek 

Final Sale – Non-Returnable Items

The following are non-returnable:

• Special order items
• Clearance items
• End-of-life (EOL) products
• Opened, non-defective products

These items are considered final sale and are not eligible for refund or exchange.

Special Order (SPO) & Prepaid Item Policy

• A 50% deposit (non-refundable) is required to initiate special orders. The remaining balance must be paid in full prior to shipment, in accordance with current TDL Gentek terms.
• All special orders are final sale and non-returnable.
• Defective items will be addressed under the manufacturer’s warranty policy.
• Once the item arrives from the vendor, the customer will be notified.
• Deposits may be forfeited if the order is cancelled or unclaimed.
• TDL Gentek will make every effort to meet estimated delivery dates; however, delivery timelines are not guaranteed due to factors beyond our control.
• If the product cannot be delivered within six (6) months of order placement, the deposit may be refunded. TDL Gentek is not liable for any indirect or consequential damages.
• Additional shipping fees may apply if not previously quoted.
• Pricing is subject to change due to currency fluctuations and supplier cost adjustments.

Damaged Shipments

• Inspect all packages on delivery
• If damage is visible at delivery, note it with the courier and contact TDL Gentek within 48 hours
• If discovered after delivery, do not ship the item back. Contact us first to start a damage claim. Submit claims here: RMA - TDL Gentek
• TDL Gentek will arrange for an inspection and offer a remedy for the situation.  A TDL Gentek representative may be in touch for supporting documentation

Warranty Support

• All products carry the manufacturer’s warranty
• After 1-year, any warranty claims must be made directly with the product manufacturer
• Refurbished and end-of-life products may have limited or no warranty coverage
• All of our manufacturers have different warranties and return policies, please review eligibility carefully

Defective Products & RMA Process

To return a defective product:

1. Complete the RMA Form RMA – TDL Gentek
2. Include the invoice number and a description of the issue
3. Items found to be non-defective may be subject to a diagnostic fee and return shipping costs

Credit Notes & Refunds

• Credit notes will be applied to future orders
• Refunds must be requested within 60 days of the return by emailing:  receivables@tdlcanada.ca
• Please allow up to 10 business days after receipt of returned products for credit or refund

Legal Disclaimer

TDL Gentek is a distributor and not the manufacturer of the products we sell. All product warranties, indemnities, and remedies are provided by the respective manufacturer. TDL Gentek disclaims any and all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

TDL Gentek is not responsible for product misuse, security breaches, data loss, or IP-related claims. Customers are responsible for ensuring they have the legal right to use any supplied content or products.