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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 receipt of goods. 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.

PAYMENT TERMS & LATE FEE POLICY

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

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 to each month or partial month; the balance remains outstanding.

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

Prepay Customers

Payment Timing
Prepay orders must be paid in full at least five (5) business days prior to the scheduled ship date. Production and shipping slots cannot be held without timely payment.

Late Payment Impact
Payments not received within this timeframe may result in:

  • The order being pushed out by up to two (2) weeks, and
  • A 2.75% late payment fee applied to the order total.

Repeated Delays

  • Orders rescheduled more than twice - due to late payment - may be cancelled. A new purchase order will be required to reinstate the order and will follow current pricing and lead times. 

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 under 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. A diagnostic fee, for customers with prepay payment terms, must be paid by wire transfer or with 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.


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