We want you to be satisfied with your Terrapin AV equipment. If you need to cancel or return an order, please review the guidelines below.
Quick Reference
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Cancellation Request Window: You may cancel any order before its fulfilled.
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Return Request Window: You must request a return within 14 days (extends over Holiday & Weekends) of receipt/delivery of the last item (verified by carrier tracking).
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Return Product Window: Once a return is initiated, you have 14 days to hand the item over to a trackable shipping carrier. If the carrier does not register possession of the package within this 14-day window, your RMA will expire. For items lost or delayed in transit, RMAs will be automatically closed and considered abandoned if not received at our facility within 45 days of initiation
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Refunds: Refunds are issued to the original method of payment and process within 48 hours of return inspection.
Fees & Deductions
| Action |
Fee |
Notes |
| Order Cancellation |
Free |
Standard Orders: Free cancellation prior to fulfillment for shipping.
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| Restocking Fee |
None |
No Fee* |
| Diminished Value/Missing Parts |
Up to 100% |
Items returned damaged, showing signs of use, or missing original cords, packaging, or documentation will be subject to deduction fees based on the cost to replace the missing parts or the diminished retail value of the unit. |
| Shipping Costs |
Customer Pays |
Original shipping charges: Non-refundable*
Returns Shipping Costs: You assume all risk of loss or damage of Returns in transit back to us until we receive the items - we highly recommend purchasing carrier insurance. |
*See Regional Consumer Rights & B2B/Reseller Exceptions for restrictions or exceptions that may apply
How To Cancel an Order
If you would like to Cancel your Open Order you may do so anytime before fulfillment for a full refund.
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Sign-In to your account.
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Select the Order and click Cancel Order.
How To Report Shipping Damage
Shortages (missing items) or Damages (box or product damage), per our Shipping Policy, can be reported by written request via our Support contact form.
How to Return an Order
If you're not happy with your purchase after you receive it, and simply wish to Return an item for Refund:
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Sign-In to your account.
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Select the Order and click Request Return.
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Fill out the form and submit for approval.
*Alternatively, you can use our Support contact form (Order number required).
Please do not ship returns to our office address or without an RMA # they will not be accepted. You will receive the specific Warehouse Return Address with your RMA approval instructions.
Return Eligibility Requirements & Partial Refunds
For Returned items to be eligible for full refund items must be:
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Purchased directly from TerrapinAV.com.
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Must be in a Like New, Resellable, and uninstalled condition
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Returned with all original packaging, cords, adapters, and documentation.
We will deduct from the sale price, at our option, the replacement value or the percentage thereof, for any of any missing or damaged items, or the difference of the now diminished value, from the refund amount owed.
Non-Returnable Items
The following are Final Sale and cannot be returned and will be clearly marked on our website as such:
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Electronic downloads and Gift Cards,
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Clearance, Demo, Used, or Refurbished items,
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Customized, Made-to-Order, or Wearable items,
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Items otherwise marked as "Non-Returnable".
Regional Consumer Rights & B2B/Reseller Exceptions
Depending on your account type or location, local consumer protection laws (such as the EU/UK Consumer Rights Directive) may grant you additional statutory rights that supersede certain restrictions in this policy, or may add additional restrictions as follows:
