Refund policy

This policy covers equipment purchased from TourqueBay. Most of what we sell is heavy shop equipment that ships by LTL freight, so the process below differs from a typical parcel return. Please read the delivery inspection section before your item arrives.

Inspect before you sign

Freight carriers require damage to be recorded at the time of delivery. When your shipment arrives:

  • Inspect the crate, pallet and packaging before the driver leaves.
  • If anything is crushed, punctured, leaking or missing, write the damage on the delivery receipt or bill of lading before you sign it. Be specific.
  • Photograph the packaging and the item, on the truck if possible, before it is moved.
  • Email info@tourquebay.com within 48 hours of delivery with your order number and the photos.

A delivery receipt signed clean is treated by carriers as proof the shipment arrived in good condition, and freight claims are routinely denied on that basis.

Returns

You have 30 days from the delivery date to request a return. To be eligible, the item must be unused, uninstalled, free of any modification, and in its original crate or packaging with all included hardware, manuals and accessories.

All returns require a Return Merchandise Authorization (RMA) before anything ships back. We do not publish a return address, because the correct destination depends on the product and the manufacturer. Email info@tourquebay.com with your order number and the reason for the return, and we will issue an RMA number and written return instructions.

Items sent back without an RMA cannot be accepted, and we are not able to refund shipments that arrive unannounced.

Return shipping and refunds

If the item arrived damaged, was shipped in error, or is defective on arrival, we cover the return freight and there is no cost to you.

For any other return, return freight is the customer's responsibility. Because freight shipping on qualifying orders is included in the purchase price rather than billed separately, the outbound freight cost we paid is deducted from the refund on non-defective returns. That figure is disclosed to you in writing with your RMA, before you ship anything back.

Approved refunds are issued to the original payment method once the item has been received and inspected. Please allow your bank or card issuer additional time to post the credit.

Cancellations

Orders can be cancelled for a full refund at any time before the item is tendered to the freight carrier. Once a shipment is in transit it is handled under the return terms above.

Items we cannot accept back

  • Equipment that has been installed, anchored, wired or used.
  • Items missing the original crate, pallet or packaging.
  • Special-order, made-to-order and custom-configured equipment.
  • Gift cards.

Defects and warranty

Equipment sold by TourqueBay carries the manufacturer's warranty. A fault that appears after installation is handled as a warranty claim rather than a return. Email info@tourquebay.com with your order number and a description of the fault and we will open the claim with the manufacturer on your behalf.

Questions

Email info@tourquebay.com and we will get back to you.