Refund policy

Return Policy

• An order from CTCP can be returned for a full refund (excluding any shipping charges) within 15 days from the date the customer received delivery of the order (restocking fees may apply). Returns after 15 days will not be accepted. 

• The product returned must be the same product that was originally shipped from CTCP in the original packaging (serial numbers must match).

• Refunds will be in the form of a credit memo, cheque, or refund on their credit card. A refund will only be given once the order is received by CTCP.

• Original shipping charges to the customer will not be refunded, and the customer is responsible for all shipping charges, packaging, insurance and related expenses to return products to CTCP.

• Special order products may not be returned under any circumstances. All orders that require configuration or assembly of product to meet customer specifications are non-cancelable. These orders are custom built to meet a specific customer's need and may not be canceled. The customer is responsible for the full payment of the order once a purchase order has been sent to CTCP.

• Basic Returns Information - For all returns to CashTech Currency Products, you must obtain a Return Merchandise Authorization number from our Customer Service department by calling 800-268-5457 or 905-696-8102 prior to shipping the product to our returns department.

• The following information is needed to issue a Return Merchandise Authorization:

i. Company Name

ii. Invoice/Order Number

iii. CTCP Item Number

iv. Reason for Return

v. Serial Number

You may also request the type of return you would like: Replacement returns of products damaged on arrival (DOA) - If you have a COD account, CTCP ships the replacement product as soon as the damaged product is received. Credit returns of undamaged products - Credit returns may be available depending on a variety of conditions. You ship the product; when it is received, CTCP credits your account. Custom-configured products cannot be returned for credit.

Non-Authorized Returns - Products not authorized for return may be returned to you at your expense or CTCP may, in its sole discretion, issue a credit for the last purchase price, or the current price or the cost of goods less a 20 percent handling and restocking fee. CTCP will not be liable for any loss or damage to non-authorized returns. Products returned for any reason other than Dead on Arrival (DOA) or as defective must be in resalable condition, complete and unused, and the outer seal must not have been opened or re-taped. Product boxes that have been opened or re-taped are not eligible for return and will be refused. Additional requirements include:

i. Accounts must be current to receive an RMA# for a stock balance return.

ii. End-of-Life product cannot be returned.

Refused orders - may be subject to a cancellation fee. Call Customer Service at 1-800-268-5457 or 905-696-8102 before refusing any shipment. Failure to call Customer Service may result in credit refusal, and products will be returned to you at your expense.

Return Processing - For CTCP to process your return in a timely manner, please review the information and follow the procedures outlined below:

• Use the original manufacturers' boxes and packaging

• Package all returns to prevent damage in transit

• Use shipping labels on cartons being returned

• All returns must have an RMA number printed on the return shipping label

• Do not write addresses or RMA numbers on the outside of the manufacturers' boxes. Products must be in resalable condition to receive credit - All returns must be complete including all components, accessories, cables, software and manuals in the original shipment

• All returns must be received by CTCP Corporation within 15 days from the date the RMA number is issued. RMA numbers are only valid for 15 days.

• Returns must be shipped freight pre-paid

Dead on Arrival (DOA) / Defective Returns Products that are inoperable at first use are eligible for a DOA return up to 30 days from the date of the invoice depending upon the manufacturer's policy. Certain manufacturers may require that all DOA and defective products be returned directly to them, or they may limit the return time frame after purchase. 

Manufacturer policies are subject to change without notice. CTCP will make every reasonable effort to exchange DOA and defective products. All original packaging, components, accessories, software and manuals must be included with returned DOA and defective products. DOA and defective products returned incomplete may be assessed a charge for the missing items or returned to you at your expense. If you have a DOA or defective product, please call our Customer Care department at 1-800-268-5457 or 905-696-8102. When necessary, our Technical Support Team will assist you in reviewing the manufacturer's installation procedure to rule out incompatibility. Often, by offering expert technical information, they can help you avoid the time and expense of returning a product. Products found not to be DOA or defective will be subject to return back to the customer at the customer's expense.

Pricing and Availability - All pricing is subject to change. CTCP reserves the right to make adjustments to pricing, products and other service offerings for reasons including but not limited to; changing market conditions, product discontinuation, product unavailability, manufacturer price changes and errors in advertisements. All are subject to product availability. Despite the above, once an order has been accepted by CTCP, CTCP may not increase the price of that order or make any other change to the order that is adverse to the Customer. Shipping available in Canada only.