Payment & Returns

Free 30 Day Returns

Purchase a product from our website and give it a try. If you are not satisfied, you may return it within 30 days of delivery^*.

^{*Applies only to purchases from the Lorex site. To return products purchased elsewhere, please refer to the seller’s return policy.}

Payment Options

Financing Options

What forms of payment does Lorex accept?

Credit Cards

Lorex accepts payment by Visa®, MasterCard®, American Express® or Discover® credit cards. You represent and warrant that (i) the credit card information you supply to us is true, correct, and complete, (ii) you are duly authorized to use such credit card for the purchase, (iii) charges incurred by you will be honoured by your credit card company, and (iv) you will pay charges incurred by you at the posted prices, including all applicable taxes. Lorex does not accept bank money orders, postal money orders, personal or business cheques. For more detailed information regarding alternate payment methods, please contact us.

PayPal Checkout

You will be redirected to the PayPal website where you may choose to create or login to your PayPal account. Select which debit / credit card / PayPal balance account to use for payment and confirm the transaction. Once completed you will be redirected back to our site and you will receive an email with an order confirmation. It usually takes between 3 and 5 business days for an eCheck to clear and your order will only ship out once the eCheck clears. Unfortunately Lorex cannot accept your payment C.O.D at this time.

International Orders

Orders that are billed outside of Canada, UK or US, and orders that are shipped to freight forwarding companies/agents must be paid in advance by wire transfer, bank money order or a certified bank cheque. Lorex cannot accept credit card payments for such orders. Please contact our sales department to obtain a pro form invoice and detailed information regarding available payment methods.

Financing Options

Lorex has partnered with both Klarna (US customers) and Affirm (Canadian customers) to offer financing options to spread out the total payment of your purchase. Simply select Klarna or Affirm during the checkout process.

Credit Card Statements

When you purchase from our site your credit card statement will show the charge as coming from SP LOREX.

Additional Information

If there is no issue with your order, we will ship it as soon as reasonably possible and in any event within 30 days after the day on which we confirm your order or we will contact you with an estimated delivery date. We may need certain information from you so that we can provide the products to you, for example, billing verification or shipping address verification. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may cancel the order and issue a full refund. Lorex will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

^{Please note the above also applies to cross state orders (e.g.: shipping from New York to California) and cross country orders (e.g.: shipping from US to Canada).}

Cross Country Orders

Cross country orders will be billed to the destination country irrespective of the billing address on the order. The destination address will be automatically verified. Lorex will not be responsible for any currency conversions for international orders, the currency conversion is at the discretion of the credit card issuing bank.

Fraud Prevention

Lorex closely monitors all online credit card transactions. If an order is suspected to be fraudulent, it will be cancelled and refunded automatically. If your credit card was used without your authorization, please contact us immediately and notify your financial institution.

Lorex Upgrade Program

Lorex will always strive to fulfill orders in full. In some cases, however, that might not be possible due to product availability. In such cases, customers will be issued an upgraded model free-of-charge. Upgrades will be issued on an order-to-order basis, and are not guaranteed with any order.

Money Back Guarantee - 30 Day Returns*

Lorex guarantees your satisfaction with all of the merchandise that we sell. You may return any item in its original packaging provided that the products are not damaged or abused when you are trying and testing it for your use. For purchases made directly from our site, you may return the products for any reason within 30 days of delivery (Some conditions may apply to certain products, see grid below). You are responsible for all return shipping fees and bear the risk of loss during shipment. We therefore strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection. Your refund will be credited back to the same payment method used to make the original purchase on the Lorex site once we receive the product back from you or if product was not delivered to you, then once you tell us you have changed your mind. Funds will be returned within 14 days or earlier in accordance with applicable law and policies applicable to the method of payment. Please note that original shipping fees are not refundable.

^{*The Lorex Money Back Guarantee only applies to purchases made directly from the Lorex site. It does not apply to purchases made through other distribution channels, such as (but not limited to) brick and mortar retailers or online marketplaces and retailers. This guarantee does not affect your legal rights in relation to defective or misdescribed products.}

Best Price Guarantee

If you find that any products that you have ordered from the Lorex site have been reduced to a lower price within 30 days from the date of purchase, we will be happy to match the new price. To qualify for the price match, the products must have exactly the same model number, components, and should be in the same new or open box condition.

We will also match any advertised prices from our authorized marketplace resellers for the exact products at the time of purchase. Contact our Sales line (1.888.425.6739 or chat with us) and we will be happy to assist you.

Please note that we will not be price matching during the Black Friday and Cyber Monday promotions, or if the product is marked as final sale.

Providing the Products

During the order process we will let you know when we will provide the products to you. If the delivery of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. Our products will be your responsibility from the time we deliver the product to the address you gave us.

Does Lorex charge restocking fees?

For purchases made from the Lorex site, we don't charge the restocking fee on orders that have been returned within 30 days from the date of delivery. Some product categories have shorter return periods (see the table below). Some discount or clearance products may have shorter return period. Please see a specific product page for details. All orders for Factory Certified products are final sales.

We may also reduce your refund of price (excluding shipping fees) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted by our policies or our retailers. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

The customer will incur the return shipping fees after 30 days.

How to return a product to Lorex?

Your Lorex purchase comes with a 30-day, no-hassle return policy - and we've made the process easy, from beginning to end.

 

Click here to start your return

 

Damaged and defective goods

All defective products will be repaired or replaced with the equivalent or better product than was originally purchased. Products that are discontinued, sold out, or out of stock (more than 15 days), will be upgraded to next equivalent model (This will be a free upgrade).

All orders for Factory Certified products are final sales. Note: You are responsible for backing up data that is stored on your devices. Lorex is not responsible for transferring data on replacements.

Can I cancel or end the contract with Lorex?

You are a consumer if you are an individual and you are buying products from the Lorex site wholly or mainly for your personal use (not for use in connection with your trade, business or profession). If you are a consumer, consumer protection laws may provide you other statutory remedies including but not limited to the remedy of being able to cancel the contract and/or receive a refund when the contract you have entered into is not in accordance with applicable laws. Please note, Lorex’s policies including the Lorex Limited Hardware Warranty are separate from and in addition to legal rights provided to consumers under consumer protection laws and regulations. If you want to cancel or change the order just contact us to let us know. If it is possible, we will try to accommodate your request. Please note that we cannot cancel orders that have already been charged and shipped. However, it is still possible to return the goods within 30 days as per our Money Back Guarantee - 30 Day Returns. Our acceptance of your order will take place when we send you a confirmation email to accept it, at which point a contract will come into existence between you and us. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock or because we have identified an error in the price or description of the product. You can always end your contract with us in accordance with applicable law, e.g.:

1. If you are exercising your right to change your mind in accordance with applicable law. If your goods are split into several deliveries over different days, the last delivery date will determine the start of the time period. Please see our Money Back Guarantee - 30 Day Returns which may be more generous than applicable law.
2. If the goods are not delivered within 30 days of the promised delivery date or in accordance with applicable law. However, if you choose to waive this right and keep the goods, that were delivered late, then you are not eligible for a refund.
3. If you are ending the contract for goods before it is completed i.e. before the product is delivered. We will refund any advance payment you have made for products which will not be provided to you. Please note you must pay the return shipping fees if the product has already been shipped to you.
4. If what you have bought is defective or misdescribed, you may have a legal right to end the contract within the time period prescribed by law and to get the product repaired or replaced or to get some or all of your money back. Lorex will pay for the return shipping fees.
5. If you want to end the contract because of something we have done or have told you, we are going to do. The contract will end immediately and we will refund you in full for any products which have not been provided. However, if you choose to keep the goods delivered late, you lose your right to get a refund for it. Valid reasons may include:
   • we have told you about an upcoming change to the product or these terms which you do not agree to;
   • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
   • there is a risk that supply of the products may be significantly delayed because of events outside our control;
   • we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 15 days; or
   • you have a legal right to end the contract because of something we have done wrong.

 

Please note you are not entitled to end the contract if the goods vary slightly from their pictures. Although we have made every effort to display the colors accurately, we cannot guarantee that your device's display of the colors accurately reflects the color of the products. The packaging of the product may vary from that shown in images on our website. Lorex also reserves the right to change the product:

1. to reflect changes in relevant laws and regulatory requirements; and
2. to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.

 

In addition, we may update or require you to update digital content, provided that the digital content shall always match the description of it that we provided to you before you bought it.

If Lorex provides a refund for shipping fees in accordance with this section, the maximum refund for shipping fees will be the costs of shipping by the least expensive shipping method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Please see below for instructions on how to cancel the contract or contact us if there is a problem with the product or digital content.

If you are a business customer, Lorex’s policies including the Lorex Limited Hardware Warranty constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in our policies.

Summary of UK consumers’ key legal rights under Consumer Rights Act 2015

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• Up to 30 days: if your goods are faulty, then you can reject the products and get an immediate refund.
• Up to six months: if your goods can't be repaired or replaced within a reasonable time or without significant inconvenience to you and without placing an undue burden on Lorex, then you can choose to either have the price reduced or get all of your money back (by returning the product in exchange for a refund).
• Up to six years in England (up to five years in Scotland): if your goods do not last a reasonable length of time you may be entitled to some money back.

 

The Consumer Rights Act 2015 says digital content, for example a mobile phone app, must be as described, fit for purpose and of satisfactory quality:

• If your digital content is faulty, you're entitled to a repair or a replacement free of charge.
• If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.
• If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation.

 

If you wish to exercise your legal rights, to reject the products, you must return them back to us. We will pay the return shipping fees. Please see below on how to contact us if you wish to end the contract.

Can Lorex end the contract?

We may end the contract for a product at any time by writing to you if:

1. you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, billing or shipping information;
3. you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
4. you do not, within a reasonable time, update the software, firmware, digital content or goods as per our requirements;
5. you engage in unlawful, abusive, harmful, threatening, harassing, tortious, defamatory, vulgar, obscene, libelous, hateful behavior or is otherwise offensive or objectionable, as determined by Lorex in its sole discretion;
6. if there is a problem with the product, digital content or the price or description is incorrect;
7. if it is void where prohibited by any and all applicable laws: an
8. an Act of God, pandemic, quarantine restriction(s), natural disaster, flood, fire, shortage of adequate power or transportation facilities, war, terrorism, riot, strike, industrial action, trade or economic sanctions, compliance with any law or governmental order, prohibition, rule or regulation or any other circumstances beyond Lorex’s reasonable control.

 

If we end the contract for the reasons described in (a) to (e) we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you a reasonable fee for the net costs we will incur as a result of your breaking the contract.

How do I end the contract with Lorex (including if I am a consumer who has changed their mind)?

To end the contract with us, please let us know by doing one of the following:
Phone, Chat with Us or email. Call customer services on 1.888.425.6739, chat with us or email us at sales@lorex.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

By Mail. Simply write to us at 250 Royal Crest Ct, Markham, ON L3R 3S1, including details of what you bought, when you ordered or received it and your name and address.

Model Cancellation Form for Consumers

(Please include the following answers if you wish to withdraw from the contract)

• Ordered on / received on,
• Name of consumer(s),
• Address of consumer(s),
• Signature of consumer(s) (only if this form is notified on paper),
• Date

 

To: Lorex Technology Inc.
250 Royal Crest Ct, Markham, ON L3R 3S1
Email: sales@lorex.com