Returns Policy

Return & Refund Policy

We want you to be completely satisfied with your purchase from Embedded Computers. If something is not right, the policy below explains how we handle returns, exchanges and refunds.

Defective Items, 14-Day Return Window

If a product arrives defective or develops a hardware fault, you have 14 days from the date of delivery to report it. We cover the return shipping label and issue a full refund or a replacement, whichever you prefer.

Anything we shipped incorrectly (wrong model, wrong quantity) is covered by this same 14-day window.

Working Items, 30-Day Return Window

If a product works as described and you simply no longer want it, you have 30 days from the date of delivery to send it back. The item must return in the same condition you received it, complete with all accessories and its original packaging.

For these returns you pay the return shipping, and a 15% restocking fee is deducted from your refund. Items showing physical damage, modification, soldering, ESD damage or missing components are not eligible for return.

After the Return Windows Close

A return is not the only remedy. Every item we sell also carries a warranty: the full manufacturer warranty on New stock, 90 days on Open Box, and 60 days on Certified Pre-Owned. If a fault appears after the 14-day defective window but inside the warranty period, contact us and we will repair or replace the item. Refunds are limited to the return windows above. See our Quality Promise for the details of each condition grade.

Non-Returnable Items

  • Custom or pre-flashed builds prepared to customer specification.
  • Bulk / volume orders (10+ units of the same SKU) – please contact us before purchase to discuss terms.
  • Items damaged by misuse, incorrect voltage, improper handling, or ESD.
  • Free promotional items.

How to Start a Return

  1. Email returns@embeddedcomputers.ca with your order number and a brief description of the issue.
  2. We will issue a Return Merchandise Authorization (RMA) number within 1-2 business days.
  3. Securely package the item with the RMA number clearly written on the outside.
  4. Ship to the address provided in the RMA email. We recommend a tracked shipping method.

Return Shipping Costs

  • Defective or incorrectly shipped: we cover return shipping by providing a prepaid label.
  • Working item you no longer want: you are responsible for return shipping, and a 15% restocking fee is deducted from the refund.

Refunds

Refunds are processed within 5 business days of the returned item being inspected at our facility. The refund will be issued to the original payment method. Depending on your bank or card issuer it may take an additional 3-10 business days for the funds to appear on your statement.

Questions?

If you are unsure whether your situation qualifies, just contact us at support@embeddedcomputers.ca and we will work it out with you.

Lost, Missing & Stolen Packages

Once a package is scanned as delivered by the carrier to the address provided at checkout, ownership and risk of loss transfer to the customer. We are not responsible for packages that are lost or stolen after confirmed delivery.

Reporting a missing package

If tracking shows delivered but you have not received your order, notify us at support@embeddedcomputers.ca within 7 days of the delivery scan. Before contacting us, please:

  • Wait 24–48 hours; packages are occasionally scanned before they are dropped off.
  • Verify the delivery address on your order confirmation.
  • Check all entrances, mailrooms, parcel lockers, and with neighbours or building staff.
  • Check with anyone else at your address who may have brought the package inside.
  • Review the carrier’s delivery photo and any driver notes on your order’s tracking page.

Our response

Any lost package will be refunded or replaced. The only exception is a package the carrier has confirmed as delivered — a delivered scan and/or a delivery photo at the address you provided at checkout. Once delivery is confirmed, ownership has transferred to you and we are unable to issue a refund or replacement.

Where delivery has been confirmed, we will still open a carrier investigation on your behalf, which may take 5–15 business days, and we recommend you also file a report with your local police and check whether your home, tenant, or credit card insurance covers package theft.

Exceptions

We may, at our sole discretion, issue a one-time courtesy replacement or store credit. Courtesy resolutions are not guaranteed, are limited to one per customer, and do not establish a precedent for future claims.