Returns and Exchanges

We want you to be happy with your purchases.

If you are not satisfied with a product, you can return or exchange it up to 7 days after you purchased it.

Conditions and restrictions

Final sale products

The following products are not eligible for return:

  • Cell phones
  • Canned air
  • Thermal paste
  • Software
  • Liquid cooling products
  • Projectors
  • Imaging units
  • Special order products

Consumable products

The following products are eligible for return or exchange if they are unopened:

  • Printers
  • Printer heads
  • Ink and toner cartridges
  • Projector bulbs
  • Bulk cable spools
  • Batteries
  • Products containing consumables

Package contents

To return or exchange a product, you must include all original package contents, such as accessories, software, manuals, blank warranty cards, and documentation. The packaging must be complete and in resalable condition.

Bundled items

To return or exchange a product, you must include any bundled or bonus items that were included with the product, and those items must be unopened or unused.

Damaged and modified products

We will not accept returns or exchanges for products that have been physically altered, modified or damaged. In exceptional cases where we do accept such a return, a re-stocking fee may apply.

Abuse of the return policy

We reserve the right to refuse returns that we deem to be an abuse of our return policy.

Liability for components

Before installing components that you bought from TrueDirect, make sure it is compatible with your existing equipment and that you are confident installing it yourself. TrueDirect is not liable for any damage that a component might cause to your existing equipment, whether that component is defective, incompatible, or installed incorrectly.

If you are unsure about using or installing a product, please take advantage of our technical services.

How to return or exchange a product

Step 1: Get an RMA number

Before you send your product to TrueDirect for return or exchange, you need to get a Return Merchandise Authorization (RMA) number. We cannot accept any parcels that do not have an RMA number clearly marked on the outside of the package.

To be eligible for an RMA number, the product must be within the 7-day return and exchange period. After the first 7 days, contact the product manufacturer directly for warranty service.

To get an RMA number, complete the RMA form in the RMA request section at the bottom of this page.

Step 2: Prepare the product for shipping

It’s important that your product arrives in good condition.

Follow these guidelines when preparing your product for shipping:

Use a box that is large enough to fit your product with 1–3 inches of padding on all sides
Use a box that is made of double-walled cardboard

If the box has any old shipping labels, remove or cover them
Your parcel could be exposed to all kinds of weather, so seal the box on all sides with packing tape as shown here:

Step 3: Ship the product

Act quickly

Your RMA number is valid for 14 days, so be sure to ship your product to us right away.

If 14 days pass before we receive your product, you will need to request a new RMA number.

Get shipping insurance

You are responsible for ensuring the product arrives in good condition, so we strongly recommend that you insure your parcel against damage and loss.

Ship to our warehouse address

Ship your parcel to our warehouse at the following address:



3305 32nd Street NE

Calgary, AB, Canada

T1Y 5X7

If you forgot to include your RMA number in the shipping address, write the number clearly on the outside of the box.

RMA Request
Nameyour full name
Phone Number
Order Number
Return Type
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