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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.).

Credit Memos

Beginning July 1, 2026, the following policy updates will apply to all returns and restocking:

• Standard Restocking Fee: The standard restocking fee will be updated to 25%.

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 20% 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.

Custom & Made-to-Order Parts: Returns for custom, non-stock, or made-to-order parts require approval and may be subject to a higher restocking fee.

If you have any questions about initiating a return, please call TROY Customer Service contact us at sales@troyproducts.com or (800) 700-8769.