Policies
Returns & Refunds
You have 30 days from the day your order is delivered or collected to ask for a return. Here is what qualifies, what it costs, and how the refund comes back.
Returns
How a return works
Ask before you ship
Email cs@tmgequipment.com or call 1-833-377-7307 with your order number and the reason. Items sent back without a return authorization can't be accepted.
We send the authorization
You get a return authorization and the address to ship to — Richmond, BC or Oakville, ON, depending on where the item came from. Please don't send anything back to the manufacturer.
Ship it back as it arrived
On its pallet, strapped and wrapped. For anything worth more than $75, use a trackable service or buy shipping insurance — we can't refund an item that doesn't reach us.
We inspect, then refund
Once your return arrives we inspect it, then email you to say whether the refund was approved. A restocking fee may apply; if it does, we'll tell you the amount before you ship.
What qualifies
- Unused and in the same condition you received it
- In its original packaging
- Everything that came in the box — manuals, hardware, hoses, attachments and any accessories
- The receipt or proof of purchase
- Within 30 days of delivery or pickup
What can't be returned
- Special orders and non-stock items brought in for you
- Items that have been installed, used, modified, or damaged after delivery
- Clearance and final-sale items
- Gift cards
- Delivery and freight charges already incurred
If you aren't sure which side of that line your item falls on, ask us before you order.
Freight claims
Damaged, defective or wrong items
Inspect before you sign
If a crate or pallet is damaged, note it on the delivery receipt before the driver leaves and take photographs — that note is what supports a freight claim.
Report within 5 business days
Found a problem after the truck has gone, or the item is defective or not what you ordered? Contact us within 5 business days of delivery at cs@tmgequipment.com or 1-833-377-7307.
Send photographs
Photographs of the item, the packaging and the serial plate. We'll repair it, replace it or refund it.
A fault that shows up after the 30 days is a warranty matter, not a return.
Every machine we sell carries a 12-month warranty, and the same contacts start that claim. See the Warranty page.
The details
Cancellations, exchanges and return shipping
Cancellations
Cancel before the order leaves our warehouse and it costs you nothing. Once it is on a truck, it becomes a return, and the return-freight terms apply.
Exchanges
The fastest way to get the right item is to return the one you have and place a new order once the return is approved. We replace an item directly only when it is defective or damaged in transit.
Return shipping
You pay the return freight unless the item is defective, was damaged in transit, or we shipped the wrong thing — in those cases we cover it. Original delivery charges are not refunded. If you'd rather we arrange the return freight, we can, and the cost comes off your refund.
Orders collected at a store
If you picked the item up at the Oakville store, bring it back there with your receipt and we'll start the return. Oakville, ON — 289-307-5505.
Money back
Refunds
How the refund comes back
Approved refunds go back to the original payment method, less any restocking fee and return freight we covered, within 10 business days. Your bank or card issuer can take a few more days to post it.
Paid by wire or e-transfer? The refund goes back the same way, and we'll ask you to confirm the account.
Still not showing up?
If more than 15 business days have passed since we approved your return and you still don't see it, check with your bank first, then contact us at cs@tmgequipment.com.
Questions?
Ask before you ship anything back
Email cs@tmgequipment.com, call 1-833-377-7307, Monday to Friday, 9:00 – 17:00.