A. In-Store Returns
We accept returns of eligible items within thirty (30) days from the date of purchase with original receipt. All refunds will be credited in the same form as the original payment. After the 30-day window, a product can only be exchanged for the same product or an equivalent substitution at our sole discretion.
Please refer to the T&T Brand Products section for returns and exchanges of our T&T products.
We do not accept cross-border returns and exchanges. Products purchased in Canada cannot be returned or exchanged in other countries.
What products are not eligible for return or exchange?
Subject to any mandatory and/or voluntary recalls, the following products are not eligible for return or exchange when purchased in-store:
· Live seafood;
· Products that are opened or used;
· Clearance products;
· Gift cards, phone cards, special event tickets, and lottery tickets;
· Newspapers, magazines, and books;
· Plants;
· Festive merchandise (e.g. mooncakes, Christmas and Lunar New Year products, etc.); and
· Alcohol and tobacco.
All refunds will be processed in accordance with federal or provincial laws that may include limitations or rights.
T&T Brand Products
If you are not satisfied with a T&T brand product, you can return or exchange it at any time after your purchase. We reserve the right to deny any return, refund, or exchange of our T&T brand products if we determine, in our sole discretion, that this option is being abused.
Product Warranty
Please refer to the manufacturer’s manual or documentation for information on warranties and repair options. T&T does not provide any repair or warranty services or replacement parts.
B. Online Order Returns
We accept returns of eligible items within thirty (30) days of receipt of the product for online purchases. All refunds will be credited in the same form as the original payment. There is no exchange for online orders.
Please refer to the T&T Brand Products section for returns and exchanges of our T&T products.
We do not accept cross-border returns and exchanges. Products purchased in Canada cannot be returned or exchanged in other countries.
What products are not eligible for return?
Subject to any mandatory and/or voluntary recalls, the following products are not eligible for return when purchased online:
· Food products from the below categories unless there is a food safety issue:
o Meat;
o Seafood (including live and frozen seafood);
o Dairy & Frozen;
o Kitchen & Bakery;
· Any personal hygiene products or other sanitary goods (e.g. face masks, undergarments, etc.);
· Products that are opened or used;
· Clearance products;
· Gift cards, phone cards, special events tickets, and lottery tickets;
· Newspapers, magazines, and books;
· Plants;
· Festive merchandises (e.g. mooncakes, Christmas and Lunar New Year products, etc.); and
· Alcohol and tobacco.
All refunds will be processed in accordance with federal or provincial laws that may include limitations or rights.
T&T Brand Products
If you are not satisfied with a T&T brand product, you can return or exchange it at any time after your purchase. We reserve the right to deny any return, refund, or exchange of our T&T brand products if we determine, in our sole discretion, that this option is being abused.
Product Warranty
Please refer to the manufacturer’s manual or documentation for information on warranties and repair options. T&T does not provide any repair or warranty services or replacement parts.
How to Return Products In-Store for Online Orders
· Return the product(s) to our store within (30) thirty days of receipt of the product(s).
· Order number must be provided to T&T upon return.
· We will verify the order and ensure items are eligible for return.
· We reserve the right to ask you for any additional information that is required, in our sole discretion, to determine whether the requested refund complies with this policy.
How to Return Products Online for Online Orders
· Please go to “My Orders” page in the T&T App or website and find the relevant order and request return.
· We will send you a confirmation email with instructions after your request has been approved.
· Subject to a shipping fee (see next bullet point), you may return the product(s) by mail within ten (10) business days of receipt of the confirmation email. Otherwise, your return request will be canceled.
· You will be responsible for the shipping costs when returning a product due to reasons other than a product defect (e.g. change of mind or preference). T&T may waive the shipping charge depending on the reason for return, in its sole discretion. For more details, please contact our Customer Service by email at customer.service@tntsupermarket.com.
· Once T&T receives the returned product(s), the refund should be credited to your original form of payment within seven (7) business days. Exact timing of the refund will depend on your bank or financial institution.
Non-refundable Fees
The following will not be refunded in any circumstances:
· Handling Fee;
· Delivery Fee (with exceptions under “Refund of Out-of-stock Items”);
· Tips;
· Coupons redeemed; and
· Special discounts applied.
Unless otherwise stated on the coupon or discount terms and conditions, please note that order-level coupons and special discounts are proportionately applied to all items in an order. Only the actual amount paid for the returned item will be refunded.
Refund of Out-of-stock Items
During the picking and packing of your order, if any purchased products are out-of-stock, you will receive a refund for the out-of-stock product(s). However, we will not refund the handling fees of your order. Delivery fees and overweight charges will be refunded to you based on the actual weight of the out-of-stock product(s) in proportion to the weight of the entire order.
How to Cancel Online Orders
For online orders, you may cancel your order from the T&T App or website 24 hours prior to the date of instore pickup or delivery.
Any cancellation request after the above window will be subject to our review and approval in our sole discretion. If you cancel your order on the day of dispatch, please note that you may be subject to cancellation or other fees. For more details, please refer to our Delivery and Pickup Policy.
C.Reservation of Rights
T&T reserves the right to deny returns, refunds, and exchanges in its sole discretion, including to prevent fraud and for suspected fraud or abuse of this policy. T&T reserves the right, in our sole discretion, to modify all or a portion of this Returns and Refunds Policy at any time without further notice and without incurring any liability or obligation. If we do this, we will post such changes to the Returns and Refunds Policy by indicating at the top of this page the date the Returns and Refunds Policy was last revised. Your continued access to and/or use of our services after any such changes constitutes your acceptance of, and agreement to be legally bound by, the Returns and Refunds Policy as revised. It is your sole responsibility to regularly check the website or in-store to determine if there have been any changes to the Returns and Refunds Policy and to review such changes.
In the event of a discrepancy or inconsistency between English and other language version of this policy, the English version shall prevail.