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EASY RETURNS
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Note:For Quebec residents: See the Availability Guarantee disclosure in the Quebec Consumer Protection Act (Bill 29) section below.
Description
Customize Your Security for Your Needs
Tailor your internet security software the way that best fits your personal computing habits. It offers simple controls for keeping yourself PC safe from virus and intrusions.
Don't Lose Your Game
Silent gaming mode means you can play (or surf) without interruption. Pro Antivirus works silently in the background when you want it to, without notifications or changes to system performance.
Shop and bank online without worry
SafeZone creates a private and isolated virtual window on your desktop for safely making your sensitive financial transactions when shopping or banking online.
Surf and socialize without annoyance
Sandbox lets you surf the web and run programs virtually (outside your PC), and Web, IM, and P2P shields ensure your safety on social networks (Facebook, Twitter, etc.), IM chats (Skype, ICQ, etc.), or file-sharing sites.
Benefit from real-time protection
Hybrid cloud technology streams your virus database updates to your PC in real-time, so your avast! software has all virus definitions as soon as they are known to our Virus Lab.
Know what's coming before you click
Our cloud-based FileRep feature keeps reputation data on countless files, using select criteria (such as prevalence and emergence) for determining risks so we can warn you of a file's reputation beforehand.
See your avast! history
Your AVAST Account portal is your personal directory for all your avast! related data. Each month, we also prepare for you a Security Report that shows an overview of the most significant details (e.g. number of infected sites blocked).
Get help from a 'Geek' in your network
Our new Remote Assistance lets you initiate remote support from a family member or friend who agrees to help. Initiated by you, it routes through AVAST's servers, bypasses firewalls, and can be terminated by you at any time.
Refund Policy
REFUND AND RETURN POLICY
Effective Date: November 12, 2025
Contact: 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 are final sale once the activation key is sent.
No refunds for: 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: Verify system requirements BEFORE purchasing. Once you receive the activation key, the sale is final unless the software is defective.
To request a refund: 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: 0% + FREE return shipping
- Unopened (Changed Mind): 15%
- Opened/Used (Changed Mind): 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 at support@itfactory.ca or (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: Can cancel if activation key hasn't been sent yet
- Physical Products: 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: The policy in effect at the time of your purchase applies to your order. We recommend reviewing this policy before each purchase.





