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QUALIFICATIONS FOR RETURN OR EXCHANGE

Hardware purchases may be returned for a refund, exchange, or credit within 30 business days of shipment. Software and license sales are final and are not eligible for refund, credit or return.

 Returns for unopened products

If your product is unopened, in original packaging:

  • Within 10 business days of shipment: refund or exchange less a 10% restocking/service fee
  • 11-30 business days after shipment: refund or exchange, less a 25% restocking/service fee
  • After 30 business days: no return or exchange

Returns for opened products

If your product has been opened:

  • Within 10 business days of shipment: credit only, less a 10% restocking/service fee
  • 11-30 business days after shipment: credit only, less a 25% restocking/service fee
  • After 30 business days – no return or exchange

RETURN PROCESS

Re-Stocking Fee

All returns are subject to a restocking fee calculated from the dollar value (before taxes, not including shipping, in USD) of the product(s) you are returning or exchanging.

Return for credit: this re-stocking fee will be deducted from your total refund amount.

Exchanges: this re-stocking fee will be added to your new invoice once we receive the exchange, process the exchange and ship out replacement product(s).

Shipping

Customers are responsible for the cost of shipping products back to Pleora for a refund or exchange. Original shipping costs are non-refundable. If you are exchanging, Pleora Technologies will pay to ship the replacement product(s).

Ship returns and exchanges to:  

Pleora Technologies Inc.,  
450 March Road, Suite 500,  
Kanata, ON, Canada K2K 3K2.  

Please follow the refund or exchange steps below before shipping your product and consider using a trackable shipping service or purchasing shipping insurance to guarantee receipt.

Refund/Return for Credit

  1. Email orders@pleora.com with the subject line ON-LINE RETURN. Please include:
    1. the part number of the product(s) being returned
    2. a copy of your Pleora Technologies invoice
  2. Pleora will confirm receipt and send you an RMA number.
  3.  Please include the RMA number with your shipment.
  4. Ship your product(s) by air only to

    Pleora Technologies Inc.,  
    450 March Road, Suite 500,  
    Kanata, ON,  
    Canada K2K 3K2  
    Attention: On-line return, RMA # 

    Ground shipping may cause extra costs and delays if international brokerage is required.
  5. Pleora will confirm receipt, inspect the product, and contact you if there is an issue.
  6. Pleora will process your refund and confirm:
    1. re-stocking fee amount
    2. refund or credit amount 

Refund Inquiries

If your refund has not appeared, please check with your credit card company as it may take some time before your refund is officially posted. If you still have not received your refund after 30 business days, please contact  orders@pleora.com and we will work with you to resolve any issues.

EXCHANGE PROCESS

  1. Email orders@pleora.com with subject line ON-LINE EXCHANGE. Please include: 
    1. the part number of the product(s) being exchanged
    2. the part number of the replacement product(s) 
    3. copy of your Pleora Technologies invoice
  2. Pleora will confirm receipt and send you an RMA number.
  3.  Please include this RMA number with your shipment as it will facilitate the processing of your exchange.
  4. Ship your product(s) by air only to:

    Pleora Technologies Inc.,  
    450 March Road, Suite 500,  
    Kanata, ON,  
    Canada K2K 3K2 
    Attention: On-line exchange, RMA # 

    Ground shipping may cause extra costs and delays if international brokerage is required.
  5. Pleora will confirm receipt, inspect the product, and contact you if there is an issue.
  6. Pleora will process your exchange and confirm:
    1. re-stocking fee amount
    2. availability of the replacement product(s)
    3. credit card, billing and shipping information
  7. Pleora will notify you of any funds owing or funds to be credited (based on price difference and restocking fee).
  8. Pleora will ship your replacement order and send tracking details.

WARRANTY POLICY

Unless otherwise specified by law or in a legal agreement with Pleora, hardware products include a 1-year warranty period from the date of shipment. The warranty only covers defects in materials and workmanship and does not cover:

  • Improper installation, misapplication or negligence;
  • Unauthorized modification or misuse;
  • Incompatibilities with the user’s hardware or software applications with, or in which, the Pleora product interfaces;
  • Use and/or operation outside the product’s environmental specifications.

In the event of a unit malfunction or failure, during the standard warranty period, please submit a support request through the Pleora Support Center. Full details about the Pleora Return Material Authorization (RMA) Process can be found here.

OUT-OF-WARRANTY REPAIR POLICY

  1. When an out-of-warranty unit requires repair, Pleora will provide an estimate for the repair costs after receipt of the unit. The customer is responsible for all shipping costs. Customers with prepay terms must pay a diagnostic fee by wire transfer or credit card before assessment begins. If the repair proceeds, the diagnostic fee will be credited toward the repair cost. Please see our Return Material Authorization (RMA) Process for applicable fees.
  2. The actual repair cost may vary depending on Pleora’s determination of the required repairs.
  3. If the unit cannot be repaired, the customer has the option to dispose of the unit, or have it returned at the customer’s expense.
  4. The time to repair the product depends on the availability of parts necessary for implementing the repair.
  5. The repair has a limited warranty of 90 days. The warranty applies only to the original end-user purchaser and is non-transferable. The warranty does not apply in events such as improper installation, misapplication or negligence; unauthorized modification or misuse; incompatibilities with the user’s hardware or software applications with, or in which, the Pleora product interfaces; use and/or operation outside the product’s environmental specifications.

ORDER ACCEPTANCE & PAYMENT TERMS

We’re committed to keeping your orders on schedule and your experience straightforward and hassle-free. To ensure fairness and transparency, please review our order acceptance, payment, and scheduling policies below.

Order Acceptance

All purchase orders are subject to Pleora’s review and acceptance. Pleora may decline, cancel, hold, or reschedule any order that does not meet payment or account requirements. For customers with approved payment terms, Pleora may accept and schedule orders before payment, subject to their credit limit, account standing, and agreed terms. Prepay orders are not scheduled, and inventory is not allocated, until paid in full.

Customers with Payment Terms

Payment Due Date

Payments must be received by the Due Date listed on your invoice.

Late Payment Charges

If payment is not received by the Due Date, a late fee of 2.75% per month will be applied to any unpaid invoice balance. The fee applies for each month or partial month that the balance remains outstanding.

Example:
A $10,000 overdue invoice incurs a $275 late fee for each month (or partial month) that the balance remains unpaid.

Order Rescheduling

Customers with payment terms may reschedule an order once, provided the request is made more than 30 days before the scheduled ship date and the new requested ship date is within three (3) months of the original scheduled ship date. Orders scheduled to ship within 30 days may not be rescheduled. Further reschedule requests for the same order may be declined, and Pleora may ship and invoice the order on its scheduled or rescheduled date. 

Pull-in requests will be reviewed on a best-effort basis and are subject to current lead times, inventory availability, production capacity, and shipping schedules. Pleora cannot guarantee a shipment reschedule request for dates earlier than the originally set shipment date unless confirmation by Pleora has been provided in writing.

Customers with overdue invoices, repeated late payments, or repeated reschedule or deferral requests may have their payment terms modified or revoked, or may be moved to prepayment.

Prepay Customers

Payment Timing

For prepay orders, Pleora will issue a pro-forma invoice for each purchase order, payable in full within seven (7) business days of the invoice date. Pleora may not accept the order or schedule a ship date, until payment is received. Pleora is not obligated to reserve inventory, allocate production capacity, or hold pricing or lead times until payment is received.

Non-Payment

If payment is not received within seven (7) business days of the pro-forma invoice date, Pleora may cancel the purchase order. A new purchase order will be required and will follow current pricing, lead times, and product availability.

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