Refund policy

REFUND AND RETURN POLICY

Effective Date:Β November 12, 2025
Contact:Β support@itfactory.ca | (888) 313-1124

QUICK SUMMARY

Product Type Return Window Restocking Fee
Digital Software Defective only 0%
Physical (Unopened) 30 days 0%
Physical (Opened) 30 days 15%
Defective/Wrong Item 30 days 0% - FREE return shipping
Open Box Items 7 days (DOA only) 0%
Final Sale Items NO RETURNS N/A

1. DIGITAL PRODUCTS (DOWNLOADABLE SOFTWARE)

Final Sale - Limited Exceptions

Software downloads areΒ final sale once the activation key is sent.

No refunds for:Β Wrong purchase, changed mind, compatibility issues, or buyer's remorse.

Refunds ONLY if defective:

  • Activation key doesn't work after verification
  • Software crashes on systems meeting minimum requirements
  • Publisher confirms key is invalid or already used

Your Responsibility:Β Verify system requirements BEFORE purchasing. Once you receive the activation key, the sale is final unless the software is defective.

To request a refund:Β Email sales@itfactory.ca within 30 days with your order number and detailed description of the issue. We'll troubleshoot with you first.

2. PHYSICAL PRODUCTS

30-Day Returns

Return most physical products within 30 days of delivery.

Restocking Fees

  • Defective/Damaged/Wrong Item:Β 0% + FREE return shipping
  • Unopened (Changed Mind):Β 15%
  • Opened/Used (Changed Mind):Β 25%

Return Requirements

Items must have:

  • Original packaging and all accessories
  • Intact UPC code/barcode
  • No physical damage
  • RMA number (obtained before returning)

Cannot Be Returned

  • Final Sale items
  • Open Box items (except DOA within 7 days)
  • Items without original packaging
  • Items with removed UPC codes
  • Items used for mail-in rebates

3. HOW TO RETURN

Step 1: Get RMA Number

Email support@itfactory.ca with:

  • Order number
  • Item(s) to return
  • Reason for return
  • Photos (if defective/damaged)

We'll respond within 1-2 business days with your RMA number and instructions.

Step 2: Ship the Return

  • Write RMA number on outside of package
  • Include all original packaging and accessories
  • Use provided label (if applicable) or ship to:
    ITFactory, 4035 St-Ambroise Unit 310, Montreal, QC H4C 2E1
  • Keep tracking number

Step 3: Receive Refund

Once we receive and inspect your return (3-5 business days), we'll process your refund. Refunds typically appear in 5-10 business days depending on your bank.

4. DEFECTIVE OR WRONG ITEMS

Contact us immediately atΒ support@itfactory.caΒ orΒ (888) 313-1124.

We'll provide a prepaid return label and offer a full refund, replacement, or store credit. No restocking fee.

5. EXCHANGES

We don't offer direct exchanges. Return the original item for a refund, then place a new order for the item you want.

6. CANCELLATIONS

  • Digital Products:Β Can cancel if activation key hasn't been sent yet
  • Physical Products:Β Can cancel if order hasn't shipped yet
  • Contact us immediately at support@itfactory.ca or (888) 313-1124

7. SPECIAL CIRCUMSTANCES

Order Verification

We may verify orders before processing. If we contact you, please respond within 3 business days or your order will be automatically cancelled and refunded.

Pricing Errors

We reserve the right to cancel orders placed at incorrect prices due to errors. You'll receive a full refund.

Out of Stock

If an item becomes unavailable after ordering, we'll notify you and offer to wait for restock or receive a full refund.

8. MANUFACTURER WARRANTIES

Many products include manufacturer warranties separate from our 30-day return policy. Warranty claims after 30 days should be directed to the manufacturer. We can help facilitate warranty claims when possible.

CONTACT US

Returns & Refunds Department
Email: support@itfactory.ca (fastest response)
Phone: (888) 313-1124
Hours: Monday-Friday, 9:30 AM - 5:30 PM EST

Important:Β The policy in effect at the time of your purchase applies to your order. We recommend reviewing this policy before each purchase.