Refund and Returns Policy

Return Policy

At TRAX Power Dolly Systems, we work hard to ensure every customer is satisfied with their purchase. While we hope you’ll never need to return a product, we understand that sometimes it’s necessary. Our policy is designed to be fair and transparent for both you and us.

If within 30 days of the date of receiving the product—as determined by the shipping label’s last scan from the carrier—a customer finds a product to have a material defect not specified in the catalog (if there is any), or if the product has not met the customer’s expectations, then subject to sections 2 and 3, the customer may return the product to TRAX for a full refund, less full shipping expenses, any applicable brokerage fees, and a restocking fee equal to 15% of the purchase price, provided that:

The customer gives prompt written notice of that defect to the Seller.

  1. The goods so returned are in undamaged condition, correctly packaged with the original packaging and accessories.
  2. The customer photographs the parts before placing them in the return boxes and photographs them again inside the boxes, ensuring clear documentation of the condition of the product before return shipment.
  3. All return photos and a written return request must be emailed to support@traxpowerdolly.com prior to shipping the return.
  4. The processing of any refund on the product paid for by cheque or credit card will require 25 days from the date of return.

If the product is not returned within 30 days of the date of receiving it, the buyer will be deemed to have accepted the product.

Important: The return policy does not apply to cases where the customer is attempting to use the product outside of its written performance capabilities as specified for that specific model. If the product is pushed beyond its documented limits, it will not be considered eligible for return under this policy.

Exclusions and Limitations

  • Batteries are non-refundable due to the nature of batteries failing from misuse and the high possibility of damage during shipping if not packaged correctly.

This policy does not cover the following defects and causes:
a) Those due to normal wear and tear of the product arising from use.
b) Those attributable in whole or in part to misuse of the product.
c) Those attributable to repair of the product by any person other than one authorized by a TRAX support team member, or the installation of unapproved parts on the product.
d) Those attributable to accident, lightning, act of God, external fire, wind, rain, or damage or deterioration occurring during the course of transit, or as a result of vandalism or other deliberate act.
f) Those caused by the customer’s neglect, improper use or storage, or failure to take care of and maintain the product in accordance with the Owner’s Manual and technical specifications provided therewith.

Notwithstanding anything to the contrary herein, products with any of the above-excluded defects may not be returned.

Additional Terms

  • Alteration, defacing, or removal of the serial number imprinted on the product voids this policy.

  • Defects caused by failure of any part of the product if that part is not manufactured by the Seller — such product, if returned within 30 days of the date of sale, can be replaced with a product of similar or better quality.

  • Where, under this policy, the product is replaced with a new product, this policy will apply to the new product as if the date of replacement was the date of the original purchase of the product.

Immaterial Defects — Right of Seller to Correct Deficiency

Where a product fails to perform in accordance with the specifications, the customer shall notify the Seller and allow the Seller 20 business days to repair that product and cause it to perform in accordance with specifications, or to replace it with a new product that does so perform. Where the product or any replacement product cannot be made to perform in accordance with specifications within that time, the Seller shall repurchase the product from the customer for the full purchase price, less shipping expenses, any applicable brokerage fees, and a restocking fee equal to 15% of the purchase price.

This repurchase will constitute a full settlement of all claims of the customer against the Seller with respect to that product. Upon completing this repurchase, both parties acknowledge that all disputes and obligations pertaining to the mentioned product are hereby resolved and concluded to mutual satisfaction.