Returns Policy
Mounts, cables and other accessories are final sale, while unopened electronics and special orders can come back within 14 days to our Richmond Hill location.
Which products can I return for a change of mind?
It depends on the type of product. These rules cover changing your mind, for every product SetupTeam sells directly, whether you ordered online, by invoice or in person. A faulty, damaged or wrong item is always handled separately, as explained below. Every product is in one of three groups:
- Final sale, no change-of-mind returns: wall mounts and brackets, cables (HDMI, optical, speaker wire), cords, adapters, mounting hardware, and other accessories and installation materials.
- Electronics, returnable unopened with no fee: powered devices from our regular stock, such as Sonos speakers, soundbars, subwoofers, amplifiers and networking equipment.
- Special orders, returnable unopened with a 30% restocking fee: any product we order specifically for you, rather than one we keep in regular stock. We tell you an item is a special order, and about the fee, before we order it.
Accessories stay final sale even when we order them specially. If you are not sure which group a product is in, ask us before you buy. If we did not tell you before you bought it, we treat it as electronics.
Electronics and special orders can come back only on these conditions:
- It must be unopened: factory-sealed, unused and in its original box, with no opened seals, tape or packaging.
- Within 14 days: contact us within 14 days of the day you received or picked up the product.
- In person, in Richmond Hill: you bring the product to our Richmond Hill location. We do not publish the street address. We give it to you, with a drop-off time, when we arrange the return.
- Your refund: we check the seal, then refund you to your original payment method within 10 business days. Electronics from our regular stock: the full price you paid plus its HST, with no restocking fee. Special orders: we deduct 30% of the price you paid and refund the rest, plus the HST on it.
We cannot take back a product that has been opened, set up, installed, registered or used.
If a disability makes it hard for you to bring a product to us, tell us and we will arrange another way.
What if my product is faulty, damaged or not as described?
We handle it separately, and the return rules above never limit it. If a product arrives damaged, is the wrong item, is faulty or does not match its description, tell us as soon as you can. We will replace it, correct the order or refund you in full, whether or not the box has been opened and whatever group the product is in.
No restocking fee ever applies to a faulty, damaged or wrong product. None applies either when you cancel an order under a right Ontario law gives you, such as late delivery or the 10-day right for some in-home sales.
If a fault appears later, we help you claim under the manufacturer’s warranty. That warranty is in addition to your rights under Ontario law, which it does not replace. See our Warranty Policy.
How do I arrange a return?
Call (647) 464-0606 or email [email protected] within 14 days, with your order details. We confirm which group the product is in and whether a restocking fee applies, then give you the Richmond Hill address and a drop-off time.
The same rules appear in the returns section of our Terms of Sale, along with the rest of the terms for buying products from us. Installation labour is covered by our Cancellation & Refund Policy. Our other policies are on the legal page.
What do people ask about product returns?
Effective September 24, 2026.
