Refund policy
RETURNS
We accept returns within 30 days of delivery for most items. Electronic products have a 14-day return window. Items must be unused, in original packaging, and include all tags and accessories. Return shipping costs are the customer’s responsibility.
RESTOCKING FEES (PRODUCT CONDITION)
Open-box items: 15% restocking fee. Sealed/new and unused items: 6% restocking fee.
CANCELLATION FEE ON REFUNDS TO ORIGINAL PAYMENT METHOD
To cover non-refundable payment processing and administrative costs, a 6% cancellation fee is deducted when refunds are issued to the original payment method. This applies to approved product returns and booking cancellations (see “Bookings & Experiences” below). The fee is waived if you choose store credit instead of a refund to your original payment method. This fee does not apply where we are unable to provide the service/product as promised or where prohibited by law.
START A RETURN
Email sales@traqlab.com with your order number and reason for return. Once approved, you may choose a carrier and send the item to our warehouse. If you are a local customer within Alberta, you may bring the item to our store for processing; please contact us first. Unauthorized returns will not be accepted.
DAMAGED OR INCORRECT ITEMS
Please inspect your order upon arrival. If it is damaged, defective, or not what you ordered, contact sales@traqlab.com immediately so we can make it right.
NON-RETURNABLE ITEMS
We do not accept returns on customized or personalized items or on gift cards. If you are unsure whether your item qualifies, email sales@traqlab.com.
EXCHANGES
The fastest way to exchange is to return the item and place a new order once your return is approved.
REFUNDS (TIMING AND DEDUCTIONS)
Once your return is received and inspected, we will notify you of approval. If approved, the refund will be processed to your original payment method. Please allow time for your bank or card provider to post the refund (typically 5–10 business days). Applicable restocking fees and, if refunding to the original payment method, the 6% cancellation fee will be deducted from the refund amount.
BOOKINGS AND EXPERIENCES (SESSIONS, PARTIES, CORPORATE EVENTS, COACHING)
If you cancel and request a refund to your original payment method, a 6% cancellation fee is deducted. The 6% fee is waived if you opt for store credit. If TRAQLAB cancels your booking or is unable to provide the service, no fee applies. Additional booking-specific terms (for example, notice periods or no-shows) may apply where stated at checkout or on the booking page.
DISCLAIMER
While we strive to be consistent and fair, we reserve the right to approve or deny any return or refund request at our sole discretion, even if it falls within these guidelines. This allows us to handle exceptional situations on a case-by-case basis and ensure fairness to all customers.