At Shopify, we do everything we can to ensure you are happy with your purchase, but we know that sometimes a product is just not right. We’ve made our return policy as easy as possible. For our full refund policy see the customer agreement below.
Within 30 Days - You must return your product within 30 days of the product being shipped. Returns must be shipped back to our warehouse within 7 days of receiving your return label.
Include original packaging and product in new condition - Any returned product(s) must be returned in all of their original packaging, and in like-new condition. Shopify may reject the returned product if there is damage to the product and/or product packaging.
If a product is deemed unfit for return, Shopify will notify the customer that the return has been rejected and no refund will be issued to the customer. The customer can choose one of the following options.
- The product will be shipped back to the customer at a shipping cost of $30;
- The product will be recycled.
If you do not select one of the above options within 14 days of Shopify informing you that your return has been rejected, the product will be recycled.
Free Return Shipping - If you received free shipping for the original purchase of your product, you are eligible for free return shipping using a carrier that we’ve selected. Please follow the instructions below. We are not responsible for risk of loss or damage for returning a product during shipment. We only offer free return shipping in Canada and the Continental US. International shipments must purchase return postage to process a return.
Due to the nature of physical gift cards we are unable to offer any returns/refunds on gift card orders once they have been printed. If a card order has moved to the proofing stage but not printed, a $15 charge will apply, which will be taken from the refund provided.
As long as your return adheres to the requirements described above, follow these steps to return your product:
- Please request your return at https://hardware.shopify.ca/returns.
- After reviewing your return form, we will email you a return label. Print out the return label and securely attach it to a suitable shipping carton.
- Drop the package off at the shipping carrier’s closest location.
We will receive and review the products you’ve returned. If the returned products have met all of our return policy requirements, we will process the refund and send you a confirmation email. We are only able to credit the original credit card used to make the purchase. Please allow up to 5 business days for this process.
If you have any questions or concerns about making a return, feel free to contact our Shopify support team at firstname.lastname@example.org or call 1-888-678-9481.
POS Equipment Agreement
These terms apply to the purchase of Shopify POS hardware products. By placing an order for POS hardware, you accept and agree to the terms of this agreement.
Every effort is made to maintain sufficient stock of all the products we offer. Potential inventory shortages at our distributor may impact our ability to fulfill an order. We reserve the right to cancel an order if we are, for any reason, unable to fulfill the order requirements. If we are unable to fulfill an order, we will notify you by email.
Inventory shortages or other fulfillment issues may cause delays. Your order is shipped using a carrier that we have selected. We cover the shipping fee as long as the shipping address is located in Canada and the Continental United States. Once you have completed your purchase on our online store, we will provide you with an estimated delivery date. Every effort is made to facilitate delivery of your order on time, and by the estimated delivery date. After your order is processed and fulfilled, we will send you an email containing the order tracking number. Once your order is fulfilled and placed in the hands of our selected shipping carrier, we cannot guarantee any delivery date indicated by the carrier.
Returns and Refunds
At Shopify, we do everything we can to ensure you are happy with your purchase, but we know that sometimes a product is just not right. You may return your hardware kit within 30 days of shipment to you, as long as it is in new condition and has the original packaging. Free return shipping is not provided on Swipe (audio-jack) card reader purchases. No returns are accepted over 30 days. We only accept returns of the hardware we sell directly to you. We will cover the cost of a hardware return as long as the product was originally shipped to you free of charge, and is shipped back to us using the included return label, and with the appropriate carrier. Gift cards are not eligible for return. Priority shipping charges selected at checkout are non-refundable. If we suspect you’re abusing the return policy (for example by returning products on multiple occasions or on a seasonal basis), we reserve the right to refuse your return.
End-users and resellers
Our hardware packages are designed with love and care specifically for Shopify merchants. We reserve the right to refuse selling and shipping any product to you if we have reason to believe you are not a Shopify customer. Likewise, customer support is only available to the original hardware purchaser. We do not currently sell to or work with resellers.
We sell a combination of our own and third party hardware to create a modern point-of-sale. The Shopify card readers comes with a 90 day warranty. This warranty covers defects in manufacturing discovered while using the product as recommended by the manufacturer. The warranty does not cover damage caused by misuse, abuse, unauthorized modification, improper storage conditions, lightning, or natural disasters. All third party products resold by us are covered by their original manufacturers’ warranties. Please check with the manufacturer for further information.
Limitation of Liability
Shopify does not accept liability for the purchase, use or return of POS hardware or other products beyond the remedies set forth herein, including but not limited to any liability for product not being available for use, lost profits, loss of business or for lost or corrupted data or software, or the provision of services and support. Shopify will not be liable for any consequential, special, indirect or punitive damages, even if advised of the possibility of such damages or for any claim by any third party. You agree that for any liability related to the purchase of product, Shopify is not liable or responsible for any amount of damages above the amount invoiced for the applicable product. Some jurisdictions may not enforce all of these limitations, and only the limitations that are lawfully applied to you in your jurisdiction will apply.