Returns & Warranty

We want you to be happy with what you bought. This page explains how setup support, returns, refunds and warranty claims work.

30 Days of Free Setup Support

Every order includes 30 days of free setup support from our team by email. If a product isn’t behaving as expected during setup, contact us before requesting a return — most issues are resolved remotely in one session.

Who Can Return

Returns, refunds and warranty help apply only to products bought directly from IoTiq through iotiq.ca or a written IoTiq quote, and only with a valid IoTiq order number. We record the serial number of each product before it ships. A returned product must match the serial number recorded on your order; products that don’t match, or that were bought from another retailer, will be sent back at your expense and are not eligible for a refund.

Returns Within 30 Days

  • Unopened products: return within 30 days of delivery for a full refund of the product price.
  • Opened products that don’t work with your setup: if, before your order, we confirmed in writing (by email) that a specific product was compatible with the setup you described, and it isn’t, return it within 30 days of delivery for a full refund. We pay return shipping. This applies only to the products and setup named in that confirmation, and only after you have worked with our support team to try to get it working.
  • Defective or not as described: return within 30 days of delivery for a replacement or full refund. We pay return shipping.
  • Other opened products: return within 14 days of delivery if they are complete, undamaged and in their original packaging with all accessories and documentation. Return shipping is at your cost.

Items We Can’t Accept Back

Unless they are defective, we can’t accept returns of products that have been installed and hardwired, physically altered or damaged, special-ordered or custom-configured for a commercial project (we will tell you in your quote if this applies), or returned without their original packaging and accessories.

How to Return

  1. Email info@iotiq.ca with your IoTiq order number, the product, its serial number and the reason for the return.
  2. We reply with a return authorisation (RMA) number and instructions. Returns sent without an RMA number may be refused.
  3. Pack the product securely with all accessories and documentation, and write the RMA number on the outside of the box. Use a tracked shipping service; we can’t be responsible for returns lost in transit when you arrange the shipping.

Refunds

Once the return arrives and is inspected, we refund to your original payment method within 5 business days. Your bank or card issuer may take a few more days to show the credit. Original shipping charges, if any, are refunded only when the return is due to our error or a defect.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, contact us within 7 days of delivery. See our Shipping Policy for details. We will arrange a replacement or refund at no cost to you.

Manufacturer Warranty

Every product we sell carries its manufacturer’s warranty against defects. Warranty length and terms depend on the manufacturer and are included with the product or available on the manufacturer’s website.

  • Within 30 days of delivery: contact us and we handle the defective unit directly.
  • After 30 days: contact us first. We help you troubleshoot and then either arrange a replacement with the manufacturer or guide you through the manufacturer’s claim process. Some manufacturers require you to deal with them directly; we will tell you if that is the case and help you prepare the claim.

Warranties don’t usually cover damage from incorrect installation, misuse, power surges, water damage (unless the product is rated for it) or normal wear such as batteries.

Your Rights

This policy is in addition to, not instead of, any rights you have under the consumer protection laws of your province.

Ongoing Support

Want help beyond the first 30 days? Optional support plans add unlimited remote support and proactive firmware update alerts, starting at $15/month. See our pricing page for details.

Last updated: October 10, 2026.