Refund and Returns Policy

You may request a return of eligible hardware within 30 days of the delivery date. To be eligible, items must be unused or in as new condition, in their original packaging, and complete with all accessories, cables, and documentation. Returns requested after 30 days may be declined or accepted at our discretion.

The following are final sale and cannot be returned for a refund:

• Payment terminals that have been activated, configured, or provisioned to a merchant processing account, for security and payment compliance reasons.
• Custom configured, special order, or personalized items.
• Software licenses, subscriptions, and activation or setup fees once the service has been provisioned (see the software section below).
• Opened consumables such as receipt paper, label rolls, and cleaning supplies, unless defective.
• Items marked as final sale or clearance at the time of purchase.

Eligible hardware returns that are not the result of a defect or our error may be subject to a restocking fee of up to 15% of the item price to cover inspection, repackaging, and handling. Any applicable restocking fee will be confirmed when your return is authorized.

Inspect your order on arrival. If an item arrives defective, damaged, or incorrect, contact us within 7 days of delivery with your order number and photos of the issue. For verified defects or shipping damage, we will arrange a replacement or a full refund at no cost to you, including return shipping. Hardware may also be covered by a manufacturer warranty; we will help you with warranty claims where applicable.

Software subscriptions remain active until the end of the current billing period and can be cancelled at any time to prevent future renewals. Fees already paid for the current period and any one time setup, activation, or onboarding fees are non-refundable once the service has been provisioned, except where required by law.

To start a return, email support@caviarpos.ca with your order number and the reason for the return. We will review your request and, if approved, provide a Return Merchandise Authorization (RMA) number and return instructions. Please do not ship items back without an RMA, as unauthorized returns may be refused or delayed.

Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are issued to your original payment method through our payment processor. Please allow up to 5 to 10 business days after approval for the refund to appear, depending on your card issuer or bank. Original shipping charges are non-refundable unless the return is due to a defect or our error. Refund amounts are net of any applicable restocking fee.

You are responsible for return shipping costs for returns that are not due to a defect or our error. We recommend using a trackable, insured shipping method, as we cannot process a refund for items that are lost or damaged in return transit. For defective, damaged, or incorrect items, we cover return shipping.

If you need a different item, the fastest approach is to return the eligible item for a refund and place a new order. For defective items, we will arrange a like for like replacement.

You may request to cancel an order before it ships by contacting us as soon as possible. If the order has already shipped, it will be handled as a return under this policy.

For any questions about returns or refunds, contact support@caviarpos.ca.