Refund policy

1. General
We want every order from Startup.wav to feel like booting up your old family PC: smooth, familiar and exactly what you expected. If something isn’t right, you can return it under the conditions below.

2. Return window
You can return items within 30 days after receiving your order, without needing to give a reason.

3. Return conditions
To be eligible for a return:

  • The item is unused and in the same condition as you received it.
  • The item is in its original packaging, including any inserts or accessories.
  • You have your order number or proof of purchase.
  • The item was purchased directly from startupwav.ca or an official Startup.wav sales partner.

We reserve the right to refuse or partially refund returns that show signs of use, damage or missing parts.

4. How to return an item
Please do not send anything back before contacting us.

  1. Email us at info@startupwav.ca with:
    • Your name and order number
    • The item(s) you want to return
    • The reason for your return (optional, but it helps us improve)
  2. We will reply with a return number and the address of the warehouse your return should go to.
  3. Pack the item securely and write your return number on the package.
  4. Ship your return within 14 days after receiving our instructions.

Returns sent without a return number or to the wrong address may not be processed.

5. Our warehouses
To keep shipping simple and affordable, returns go to the warehouse closest to you:

  • Canada: our Canadian warehouse
  • Europe: our European warehouse
  • United States: our American warehouse

The exact address will be sent to you by email together with your return number.

6. Return shipping costs
Return shipping costs are paid by the customer, unless the item arrived damaged, defective or incorrect. We recommend using a tracked shipping method, as we cannot be responsible for returns lost in transit.

7. Refunds
Once your return arrives at our warehouse, we will inspect it and process your refund within 10 business days. The refund will be sent to your original payment method. If you return your entire order, the original standard shipping costs will also be refunded.

8. Exchanges
Want a different item instead? Mention this in your email and we will help you arrange an exchange, subject to availability.

9. Damaged, defective or incorrect items
If your order arrives damaged or does not match what you ordered, please contact us within 48 hours of delivery at info@startupwav.ca and include photos of the packaging and the item. We will arrange a replacement or full refund, including shipping costs.
Defects that appear later are covered by the statutory warranty that applies in your country.

10. Customers in the European Union
Customers in the EU have a legal right to withdraw from their purchase within 14 days of receiving it, without giving a reason. Our 30-day return window includes and extends this right. Nothing in this policy limits your statutory rights as a consumer.

11. Contact
Questions about returns or this policy? Email us at info@startupwav.ca. We aim to reply within 2 business days.