Refund policy

Refund and Return Policy

Templo Devices Inc. is a small company and our reputation is everything. If something we made is defective, we will make it right. We do not offer refunds for change of mind, and we do not resell used gear, so please read this before you order.

1. Defective products

If a product fails because of a manufacturing defect within 30 days of the delivery date, contact us with your order number and a short description, photo or video of the problem. Once we confirm the defect, we will, at our choice, repair the product, replace it, or refund the purchase price. We pay the return shipping for confirmed defects by sending you a prepaid label; do not ship anything back until you have it.

The following are not manufacturing defects and are not covered: damage from an incorrect power supply (wrong voltage, polarity or current; the correct supply is listed on every product page), damage from modification or repair by anyone other than us, physical damage, liquid damage, normal wear, and cosmetic marks that do not affect function. Products sent back for a defect that turn out to work as designed will be returned to you at your cost.

After 30 days, we are happy to look at repairs at a reasonable cost. Ask.

2. Returns that are not about a defect

Every product page lists dimensions, controls, power requirements and what the pedal does. "It does not fit my board" or "I wanted the other model" is not a defect. We will accept a non-defect return only if you contact us within 14 days of delivery and we have approved it in writing, and only on these terms:

• Unopened, factory-sealed product: refund of the product price. Original shipping is not refunded. You pay return shipping and the product must reach us undamaged.
• Opened product: a 20% restocking fee is deducted from the refund, because an opened pedal is a used pedal and we do not sell used pedals. You pay return shipping. The product must come back complete and in resellable condition: original box, all packaging, instructions, stickers and accessories, with no marks, scratches or modifications. Anything missing or damaged is deducted from the refund.
• We do not exchange opened products for a different model.
• Returns sent without our written approval, or that arrive incomplete, may be refused or returned to you at your cost.

3. Shipping, delivery and theft

We ship with tracking. Once the carrier marks a package as delivered to the address you gave us, it is your property and your responsibility. We are not responsible for packages stolen after delivery, left at the wrong door because of an incomplete address, or refused at customs. If tracking shows a package was never delivered, contact us and we will open a claim with the carrier; replacement or refund follows the carrier's finding. If a package arrives damaged, keep the packaging, photograph it, and contact us within 7 days of delivery so we can claim against the carrier. Import duties and taxes outside Canada are the buyer's responsibility; a package refused for duties is treated as an opened return under section 2 and both shipping legs are deducted.

4. Pre-orders and presales

Pre-order payments fund the production run, so a pre-order is a binding purchase. Pre-orders are not refundable except where we are unable to deliver the product, in which case you receive a full refund, or in exceptional circumstances at our discretion. Ship dates on pre-order pages are estimates based on factory and freight timing and may change; a delay is not grounds for a refund. The 30-day defect coverage in section 1 starts when your pre-order is delivered.

5. Chargebacks

Contact us before you contact your bank. We answer every message and we fix real problems. A chargeback filed without first contacting us, or filed after a refund or replacement has been offered, will be contested with our delivery records and this policy, and we reserve the right to refuse future orders from that customer. Chargebacks cost a small business real money; please just email us.

6. How to start a return or defect claim

Email info@templodevices.com with your order number, the product, and what happened. For defects, include a photo or short video. We will reply with a return authorization and the address or label. Approved refunds go back to the original payment method within 10 business days of our receiving and inspecting the product.

7. General

This policy applies to purchases made directly from templodevices.com. Products bought from a dealer are covered by the dealer's return policy; defect claims on dealer purchases can still be sent to us. Nothing in this policy removes rights you have under consumer protection laws that apply to you. We may update this policy at any time; the version in force when you ordered applies to your order.