Return policy

Return policy, effective 2020

I am always happy to answer questions, and provide additional information on how my units work prior to placing your order. We post video demos for this very reason so that you can see what is actually involved in setting up, and running the system. Packages are custom built to order. This takes considerable effort. These costs, in addition to shipping and packing costs cannot be recovered. We have a small family business, not a large multinational corporation which is trying to sell as many units as possible at any price. As you may notice, our costs are much lower than competing solutions which price in all kinds of things which we do not. Therefore, our return policy is likely more conservative than what you are used to with larger companies. I encourage you to contact me to see if your issue can be resolved, and the system can work for you after all.

Non-defective returns are accepted within 7 days of receiving the unit and are subject to a 20% restocking fee. Shipping costs are not refundable, and you are responsible for the return shipping cost.

Once again, I would much rather answer your questions before you order so that I can confirm the unit can do what you need, fits the required space. If you’re not sure if the system can do what you need, just ask me. In addition, please take a look at the video demos, or indeed request a new video of something you would like to see! It is your job to tell me what you need, and it is my job to provide you with exactly what you requested. The restocking fee serves both to cover costs of configuring the unit, and as a disincentive to buyers who aren’t sure if this is what they are looking for. It’s an encouragement to do further research and to ask questions and request detailed info from me prior to ordering something. I am always happy to do that.

Thank you for your understanding and I look forward to providing you the information you need in order to make an informed decision on your purchase! Please note that less 1% of the units is ever returned.

Customs declaration for returns from the US

When shipping a unit from the US, you will need to fill out the customs paperwork properly. If you fill it out incorrectly, this will result in a very high customs fee which will be subtracted from your refund, or the package being rejected. I kid you not, I was once charged a $300 customs fee on a return for a package worth around $1000. Please follow the instruction below to avoid that happening. Anything over $30 USD is taxable when being shipped into Canada. Carriers like UPS, FedEx, and others will also add their hefty brokerage fees which are often much higher than the taxes itself. Therefore, it’s absolutely imperative that the customs paperwork is filled out properly for returns. Make sure to contact me to get the shipping information correct prior to shipping the unit.

  1. If possible, specify that this is a return. There is a check box for that on the customs declaration.
  2. Additionally, specify in the declaration of contents: “return to seller, used laptop”.
  3. Put $25 for the customs value. A returned unit has no commercial value, but carriers will often not allow a declaration of $0.
  4. Please only ship with UPS or USPS. Other shipping agents like to randomly add expensive brokerage fees.

Always contact me prior to shipping the system back! Do not just send it back.