Returns and Cancellations

This page covers returning hardware, cancelling an order, and cancelling a service plan. It forms part of our Terms of Sale. Faults are handled under the Warranty and Support page, not as returns.

01 14 day return for unopened hardware

You may return robot hardware or accessories within 14 days of delivery if the unit is unopened: still sealed in its factory packaging, never powered on, registered or configured. The refund is the price you paid for the item less the outbound shipping we paid to get it to you, any duties, brokerage or taxes we cannot recover, and any card fees the law lets us keep. Return shipping is at your cost and risk.

To return: email [email protected] with your order reference within the 14 days. We send a return authorization number and shipping instructions. Ship the unit insured, in its original crate, with the authorization number on the outside. We inspect it when it arrives and refund to the original payment method within 10 business days of inspection. A unit that arrives opened, used or damaged is not eligible; we will contact you about it.

Returns from the United States ship back at your cost, with the return authorization number and the customs paperwork we provide for re-import into Canada. Duties or taxes charged by a US authority on the original import are not refundable by us; ask your broker about a duty drawback.

02 No return once configured or deployed

Once a unit has been unpacked and powered on, registered with the manufacturer, configured, or has had Cory software deployed on it, it cannot be returned, except where the law requires it. This includes units set up by a Cory technician. A unit that develops a fault is covered by the manufacturer's warranty and, for Cory software, by your service plan; see the Warranty and Support page. A unit that arrives damaged is covered by the Delivery page.

03 Cancelling an order and deposits

You may cancel an order and receive a full refund of your deposit at any time until the unit is allocated to you: that is, until we place your configuration with the manufacturer or assign a serial numbered unit from stock and tell you so in writing. After allocation the deposit is non-refundable, except where the law requires a refund or where we cannot deliver, as set out in the Terms of Sale. If you paid in full before allocation and cancel, the whole payment is refunded. If you paid in full and cancel after allocation, we refund the payment less the deposit amount stated on your order confirmation.

04 Service plan cancellation

Service plans, including Robot as a Service and the Cory software products, are billed monthly in advance and run month to month. You may cancel at any time by emailing [email protected] from the account email on file. Cancellation takes effect at the end of the current billing month. There are no refunds or pro rated credits for the current month, and no further charges after it.

When a plan ends you keep the robot, because you own it. Cory software access, monitoring, updates and support end with the plan; the manufacturer's own software keeps working under the manufacturer's terms. Ask us before the plan ends if you want a copy of the data Cory holds for your account, and we will provide what we can in a usable format. You can restart a plan later; setup may be quoted again if the software has to be redeployed.

05 Faulty or wrong items

If an item arrives faulty, damaged or not what you ordered, do not use the 14 day return process. Email us within two business days of delivery with photos and we handle it under the Delivery or Warranty page at no cost to you.

06 Your legal rights

Nothing on this page takes away a right you have under law that cannot be excluded, including under the Consumer Protection Act, 2002 (Ontario) where it applies to you.

07 Contact