Return & Refund Policy

1. Return Eligibility

• Returns are accepted within 30 days of the delivery date (for shipped orders) or the pickup date (for warehouse pickup orders), whichever applies.
• Items must be unused, uninstalled, in their original resalable condition, and in their original packaging with all labels, tags, hardware, and documentation included.
• A valid proof of purchase (order number and the account used to place the order) is required for all returns.
• Only the original purchaser (the account used to place the order) may request a return. We cannot process a return submitted by someone other than the original buyer.

2. Non-Returnable Items & Conditions

The following items and situations are not eligible for return or refund:

• Parts that have been installed, used, or show signs of installation attempts (e.g. drilled, cut, painted, bolted, or with removed protective film/packaging or labels).
• Electrical components, wiring harnesses, sensors, and other parts where the original packaging seal has been broken, except where defective on arrival.
• Special/custom-ordered, made-to-order, painted-to-match, or discontinued/clearance parts, except where defective on arrival.
• Returns submitted more than 30 days after the delivery/pickup date.
• Items returned to us without a valid RMA (see Section 3), or shipped back in packaging that does not adequately protect the part from damage in transit.
• Products damaged due to misuse, improper installation, accident, or normal wear and tear after delivery (defect-related claims are handled under Warranty instead - see Section 8).

3. How to Start a Return

• All returns require a valid Return Merchandise Authorization (RMA) obtained through your account before shipping any item back to us. An RMA lets us identify your return and route it to the correct inspection team.
• Items returned without a valid RMA may be refused at the carrier dock, returned to sender at your cost, or significantly delayed while we attempt to identify the sender.
• To request an RMA, sign in to your account and submit a return request for the order in question, including clear photos of the part (see Section 6). Returns can also be arranged through customer service if you are unable to access your account.
• Do not ship anything back until you have received an RMA number and return instructions from us; an RMA is confirmation that we are expecting the return, not an automatic approval of a refund.

4. Return Costs, Restocking & Fees

• All eligible returns are subject to a 15% restocking fee, deducted from your refund, unless the return qualifies as a seller-caused error under Section 5.
• Return shipping is the buyer's responsibility ("buyer bears freight"): the cost of shipping the item back to our warehouse is not reimbursed, and is not deducted from the restocking fee, unless the return qualifies as a seller-caused error under Section 5.
• Any original outbound shipping charge paid on the order is non-refundable once the order has shipped; refunds are calculated on the item price (less any applicable restocking fee), not on shipping fees.
• We are not responsible for items lost or damaged in return transit that were shipped without tracking or adequate packaging. We strongly recommend using a tracked, insured carrier and retaining the tracking number.

5. Our Error (Seller Liability)

The 15% restocking fee and buyer-pays-freight policy above apply to change-of-mind or no-longer-needed returns. If a return is the result of our error - for example, we shipped the wrong part, an incorrect fitment, a defective item, or a part that arrived damaged in transit due to inadequate packaging on our part - we take full responsibility and will:

• Waive the 15% restocking fee in full.
• Refund your return shipping cost (or provide a prepaid return label), so you are not out of pocket for our error.
• Arrange a replacement, exchange, or full refund at your preference, once the returned item is received or, where applicable, confirmed defective from the photo evidence described in Section 6.

To qualify for seller-liability treatment, please contact us (and request an RMA) within 30 days of delivery and describe the issue - we will confirm eligibility before you ship the item back.

6. Inspection, Photo Evidence & Refund Processing

• To help us process your return quickly and accurately, we require clear photos of the part as part of every return request, especially for claims of damage, defect, or incorrect item/fitment. Photos should clearly show the part's condition, any damage or defect, the part number/label, and the packaging as received (including any shipping box/packaging damage).
• Photo evidence is used to confirm eligibility (including whether a return qualifies as a seller-caused error under Section 5) before an RMA is issued. Return requests submitted without the requested photo evidence may experience processing delays, or may be assessed under the standard (non-seller-liability) return terms if the claimed issue cannot be verified.
• All returned items are inspected on arrival at our warehouse. The refund amount is determined by the item's actual condition on receipt - a part that arrives used, installed, incomplete, or damaged in return transit may receive a reduced refund, an additional deduction, or be denied and returned to you at your cost.
• Refunds are issued to the original payment method once the returned item has been received and inspected at our warehouse. Please allow a reasonable processing window for the inspection and for your card issuer/bank to post the refund to your statement.
• We do not issue cash refunds or refund to a different card/account than the one used for the original purchase.

7. Exchanges & Replacements

• If you need a different part or a replacement, the fastest option is to request a return for the original item (per this policy) and place a new order for the correct part. This avoids inventory holds and gets the correct part to you sooner.
• Exchanges are subject to stock availability and are processed as a return plus a new sale; any price difference is charged or refunded accordingly.
• For carrier-damage or our-error situations (Section 5), we will arrange a replacement directly once eligibility is confirmed, so you are not required to place a second paid order.

8. Warranty vs. Returns

• This Return & Refund Policy covers the 30-day return window and buyer-caused or seller-caused returns. Manufacturing defects discovered after the 30-day return window are handled separately under our product Warranty (see our Terms & Conditions, Section 5 - Warranty).
• Products sold by TIO Auto Parts Inc are covered by a one (1) year factory warranty against manufacturing defects from the original date of purchase; this does not extend or restart after a replacement, and it does not cover misuse, improper installation, accident, or normal wear and tear.
• To make a warranty claim after the return window, contact us with your order number, a description of the defect, and photos where applicable - do not return the item until your warranty claim has been reviewed.

9. Seller Protection & Limitations

To keep our prices fair for all customers and to prevent abuse of our returns process, we reserve the right, acting reasonably and consistent with applicable Canadian consumer protection law, to:

• Refuse a return, charge an additional deduction, or deny a refund where the returned item does not meet the conditions in Sections 1 and 2, arrives damaged due to inadequate return packaging, or was returned without a valid RMA.
• Refuse a return where the request was submitted by someone other than the original purchaser, or where the order cannot be verified against our records.
• Limit or refuse returns from a customer or account with a pattern of excessive, repeated, or suspected fraudulent returns, subject to applicable law.
• Refuse returns for items that were resold, transferred, or installed by a third party after delivery, or where the part's identifying label/serial has been removed, altered, or does not match our records.
• Charge for missing components, hardware, documentation, or original packaging not included with the returned item.
• Where an item is denied a refund under this section, return it to the customer at the customer's cost, once the customer has been notified and given a reasonable opportunity to provide return shipping arrangements.

Nothing in this section limits any rights you have under applicable Canadian provincial consumer protection legislation; where this policy conflicts with a right you have by law, the law applies.

10. Contact Us

For questions about a return, refund, RMA status, or this policy, please contact us or reach us at:

TIO Auto Parts Inc
394 Deerhurst Dr, Brampton, ON L6T 5H9
Phone: (905) 799-8878
Email: sales@tioparts.com