Refund policy

Please read carefully the following terms and conditions, for some things may have changed. The customer is responsible for adhering to the terms and conditions of sale, including the return policy.

To be eligible for a return, the customer's item must be in the same condition that they were received in with its original packaging. The customer also needs the receipt or proof of purchase.

To start a return or initiate a claim please email us at info@quadrotoys.com. If the customer's return is accepted, we’ll send a return shipping label, as well as for instructions on how and where to send the package. Items sent back to us without first requesting a return will not be accepted for a refund.

Damages and issues

Please inspect the order upon reception and contact us immediately if the item is defective, damaged or if the wrong item is received, so that we can evaluate the issue and make it right. In the email include any photos, a detailed description of the issue, and the order number so we can best assist. 

If the box was damaged on initial arrival at the customer’s address, it is the customer’s responsibility to obtain suitable shipping materials to send the product back to QUADRO in good condition.

Product Return:

Returns must be requested in writing within 30 days of receiving the item and a minimum $30 USD ($50 CAD) restocking fee will be applied per package. One of our customer service representatives will email the customer a Fed-Ex return label. Packaging is the customer's responsibility, including printing out the label and placing it on the package covering or removing old labels. The customer is also responsible for returning the product within 7 days of receiving the return label. If it has not been returned within this time frame the customer will not receive a refund and will need to submit a new claim. 

After shipping, the customer is required to notify QUADRO of the upcoming delivery.

After the product has been received by QUADRO, it will be inspected to ensure all components are in “re-sellable as new” condition and submit a refund.

We ask that all products are returned in the condition found and that all items are back in the box. Refunds might be reviewed if a box is missing multiple pieces. 

Exceptions / non-returnable items

Certain types of items cannot be returned, custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, if any piece is broken with sharp edges we ask to dispose of them immediately. Please email us with any questions or concerns about the order.

Bundle kits are considered 1 item and must be returned entirely to receive a full refund excluding the $30 USD ($50 CAD) restocking fee per package returned and received. If it is partially returned the bundle kit price will no longer be applicable and the cost of the item kept will be the original price of the product as if purchased individually. The remaining cost will be refunded for the product being returned.

There are NO refunds on pre-orders due to the fact that a product is already deeply discounted.  

Canceled Order:

If a customer wishes to cancel an order without charges, it must be done before it has been picked up by the shipping company from QUADRO. Please note orders are usually shipped the next business day. 

Exchanges

If the customer changes their mind about the product or color please email info@quadrotoys.com as soon as possible. Orders are usually shipped the next business day. 

If the customer would like to exchange a product it must be of the same cost as the purchase. Exchanges for the same product and color are not accepted. Any exchange claims need to be submitted within 30 days of receiving the product.

If the product has been shipped out the exchange will have to be treated as a return and a $30 USD ($50 CAD) restocking fee per package will be charged. The customer will be responsible to place a new order of the product desired. 

Refunds

We will notify customers via email once we have received and inspected the return. We will also inform the customer of the amount they should be expecting to go back to their original payment method. If approved, customers will be automatically refunded on the original payment method. It can take up to 7 business days for our team to get back to customers after the kit has been delivered to our warehouse. It also may take up to 14 business days for refunds to reflect bank accounts.

All pricing is based on our US store and is automatically converted to Canadian dollars. Due to currency exchange rates fluctuating daily we can not provide price matches. The final cost of the product includes additional shipping charges from the US and customs charges. 

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