Returns & Cancellations
Atorym Inc. | Toronto, Ontario, Canada | info@atorym.com | atorym.com
Effective Date: August 17, 2026
Atorym understands that project requirements can change. This Returns & Cancellations Policy explains how order cancellations, returns, damaged shipments, shortages and defective products are handled.
This Policy forms part of the Atorym Terms. Where an applicable Quote, Order Confirmation or separate written agreement contains different return or cancellation terms, those order-specific terms will govern.
1. RETURN AUTHORIZATION
All returns require prior written authorization from Atorym.
To request a return, contact info@atorym.com and include:
- your Atorym Order Number;
- the Product and quantity you wish to return;
- the reason for the return; and
- photographs where the Product is damaged, defective or incorrectly supplied.
Do not return Products to a supplier, distributor, warehouse or other location unless Atorym has provided return instructions.
Products returned without prior authorization may be refused.
2. STANDARD PRODUCT RETURNS
Requests to return non-defective Products should be submitted within 30 calendar days of delivery.
A return is not automatically approved. Eligibility depends on the Product, its condition, supplier return requirements and whether the Product can reasonably be resold.
To be eligible for return, Products generally must be:
- unused and uninstalled;
- unopened where the Product is supplied in sealed packaging;
- in original, saleable condition;
- in the original packaging;
- free from damage, weather exposure or improper storage; and
- accompanied by proof of purchase from Atorym.
Atorym reserves the right to inspect Products before approving a refund or credit.
3. RESTOCKING AND RETURN CHARGES
Approved returns of non-defective Products may be subject to:
- a restocking charge;
- return freight;
- handling charges; and
- other reasonable costs associated with the return.
Restocking charges will typically range from 15% to 30% of the Product value, but may be higher where an applicable supplier imposes a greater charge.
Atorym will advise the Customer of applicable return charges before authorizing the return.
Original delivery charges are generally non-refundable unless the return results from an Atorym error, transportation damage or another circumstance for which Atorym accepts responsibility.
4. NON-RETURNABLE PRODUCTS
Unless Atorym expressly agrees otherwise in writing, the following Products are final sale and are not eligible for return:
- custom or special-order Products;
- Products that have been cut, fabricated, tinted, mixed or otherwise customized;
- opened, used or installed Products;
- Products with damaged or incomplete packaging;
- Products damaged by improper storage, handling or exposure to weather;
- Products subject to temperature-sensitive or special storage requirements where their condition cannot reasonably be verified;
- discontinued or clearance Products designated as final sale;
- partial packages, rolls, bundles, pails, cases or other units not normally sold separately; and
- any Product expressly identified as non-returnable or final sale in the applicable Quote or Order Confirmation.
5. DAMAGED SHIPMENTS, SHORTAGES AND INCORRECT PRODUCTS
Customers should inspect all shipments promptly upon delivery.
Where reasonably possible, visible freight damage, shortages or incorrect Products should be noted on the carrier's delivery documentation before the shipment is accepted.
Please report any:
- transportation damage;
- shortage;
- incorrect Product; or
- other visible delivery discrepancy
to info@atorym.com promptly and, where reasonably possible, within two (2) business days of delivery.
Please include your Order Number, a description of the issue and photographs where applicable.
Customers should retain the affected Products, packaging and delivery documentation until Atorym provides further instructions.
Prompt reporting is important because carrier and supplier claim periods may be limited.
Where Atorym confirms that an incorrect Product was supplied or that a covered shortage or transportation-damage claim is valid, Atorym will work with the Customer to arrange an appropriate remedy, which may include replacement, credit or refund.
6. DEFECTIVE PRODUCTS AND MANUFACTURER WARRANTIES
Products believed to have a manufacturing defect should be reported to info@atorym.com promptly after discovery.
Many Products sold through Atorym are covered by warranties provided by their respective manufacturers. Where applicable, Atorym will reasonably assist the Customer in identifying and submitting a manufacturer warranty claim.
A manufacturing-defect claim does not automatically entitle the Customer to a refund. The available remedy may depend on the applicable manufacturer warranty and may include inspection, replacement, repair, credit or another remedy.
Customers should not dispose of, alter or remove allegedly defective Products unless instructed to do so by Atorym or the manufacturer.
Nothing in this Policy limits any right or remedy that cannot lawfully be excluded.
7. ORDER CANCELLATIONS
Before Order Acceptance
A Customer may request to withdraw an Order before Atorym has issued an Order Confirmation, subject to any expressly non-cancellable terms stated in the applicable Quote.
After Order Acceptance
Once Atorym has issued an Order Confirmation, the Order is binding and cancellation is subject to Atorym's written approval.
If Atorym has already committed to a supplier, carrier or other third party, the Customer may be responsible for costs arising from the cancellation, including:
- supplier cancellation charges;
- restocking fees;
- freight charges;
- return freight;
- storage charges; and
- costs associated with custom or special-order Products.
Atorym will make reasonable efforts to minimize cancellation costs where practicable.
Orders that have already shipped generally cannot be cancelled in transit. If the Products are otherwise eligible for return, the Customer may request a return after delivery in accordance with this Policy.
Submitting a cancellation request does not mean the Order has been cancelled. A cancellation is effective only when confirmed by Atorym in writing.
8. ORDER CHANGES
Requests to modify Product quantities, Products, delivery locations or other Order requirements after an Order Confirmation has been issued are subject to Atorym's approval.
Changes may result in revised pricing, freight charges, lead times or other costs.
Where Atorym cannot accommodate a requested change, the original Order will remain in effect unless Atorym agrees to cancel it.
9. REFUNDS AND CREDITS
Once an approved return has been received and, where applicable, inspected, Atorym will determine the applicable refund or credit after deducting any authorized restocking, freight or other return charges.
Refunds will generally be issued using the original payment method.
For Customers purchasing on approved commercial credit terms, Atorym may issue an account credit or credit memo instead.
Processing times may vary depending on the payment method and financial institution.
10. CONTACT US
For return, cancellation, shortage, damage or warranty inquiries, contact:
Atorym Inc.
Email: info@atorym.com