Return Authorization (R.A.) Policy
In the event you receive an incorrect part or mistakenly order the wrong part and you wish to return it, please follow these steps:
Call TROY customer service for a R.A. number: (800) 700-8769
Please have your purchase order number and your TROY invoice number handy to expedite the process.
Give the reason for your return. If it is a TROY error, TROY will be responsible for shipping replacement item(s) at its’ expense. If it is not a TROY error, the customer is responsible for returning the part(s) and for the re-stock fee. (To minimize the risk of error, TROY will email the order acknowledgement for each purchase order and asks that you review it before shipping).
TROY will issue a R.A. number. You must mark it clearly on each package to be returned for it to be accepted by TROY.
Please note: Packages with “self-issued” R.A. numbers or with no R.A. number will be rejected.
If replacement of a part is required, TROY will send out the part as quickly as possible. A new invoice for product and shipping will accompany the replacement part(s) and remain valid as a receivable until the original items are received and deemed to be in good condition. At that time, a credit memo will be issued to void this second invoice, less any applicable charges (shipping costs, re-stocking fees, etc.).
TROY issues credit memos only upon receipt of returned items found to be in good condition. If the returned parts were sent back to TROY due to customer error, a 15% re-stocking fee will be applied to the credit memo. For parts such as faceplates (which may ship at a no-dollar amount because they were purchased with a console), a nominal minimum fee applies. If you have any questions about initiating a return, please call TROY Customer Service.