Refund policy

  • 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

  • Request Window: You must request a return within 14 days of carrier delivery date.

  • Return 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

  • 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 shipment.

Bulk Orders (25 or more identical items): May be cancelled only within 48 hours of purchase.
Restocking Fee None We no longer charge a restocking 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.


How To Cancel an Order

Cancellations will be honored only before the item is shipped, you can cancel an order by submitting a written request via our Support contact form.

*Note: Bulk Orders of 25+ identical items may only be cancelled within 48 hours of purchase regardless.

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 your not happy with your purchase after you receive it, and simply wish to Return an item for Refund:

  1. Sign-In to your account.

  2. Select the Order and click Request Return.

  3. 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.

Eligibility Requirements

To be eligible for a full refund items must be:

  • Purchased directly from TerrapinAV.com.

  • Must be in a Like New, Resellable, and uninstalled condition

  • Returned with all original packaging, cords, adapters, and documentation.

*We will deduct from the sale price 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:

  • Electronic downloads and Gift Cards.

  • Clearance, Demo, Used, or Refurbished items.

  • Customized, Made-to-Order, or Wearable items.

  • Items otherwise marked as "Non-Returnable" or 'Special Order'.

  • Any BULK ORDER - Orders consisting of 25 or more of an identical item(s).

Regional Consumer Rights & Exceptions

Depending on your 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.

  • General Returns, If you are a verifiable individual consumer (B2C) residing in a jurisdiction that legally mandates a "cooling-off" or withdrawal period, restrictions regarding Clearance/Refurbished items and Standard Bulk Orders will be waived to comply with your local 14-day return rights.
  • Commercial & B2B Exemption: Please note that international consumer withdrawal rights apply only to personal B2C transactions. Any order placed via our Reseller Program, quoted wholesale invoices, or any standard order where a Company Name is provided during checkout is legally classified as a B2B commercial transaction and remains strictly non-returnable under the rules outlined above, regardless of region.