Returns

PROSARIS has a 30-day return policy for all products, which means you have 30 days after your order has been delivered to return it. To be eligible for return, your product must be in the same condition as it was initially received, and stored in its original packaging. PROSARIS is not responsible for damages incurred during the shipping process (See our Shipping Policy for more details).

To start a return process, contact support@prosaris.ca, where we will assist you. Please note that returns need to be sent to PROSARIS Solutions, 3-26 Topsail Court, Halifax, NS, B4B 1K5, Canada.

PROSARIS will cover the shipping cost of the product return. Please note that upon receiving the returned product, if the product is found not faulty, then the customer is responsible for reimbursing the shipping costs and any associated charges to PROSARIS.

Refunds

We will notify you once we’ve received your returned product. Our team will inspect your product to ensure it matches the reason for return. Once approved, the full product price* (excluding shipping and duty costs) will be returned to you within 10 business days. If 15 business days pass since your return was approved and you have not received your refund, please contact us at support@prosaris.ca. If you are unsure if your product is eligible for return, we strongly encourage reaching out to us at support@prosaris.ca before shipping your product to us.

*Tax will be refunded on domestic (Canadian) purchases. Please be aware we may not be able to refund taxes on certain international orders. If you have any questions regarding this, please reach out to us at logistics@prosaris.ca

Exceptions

If you are outside your 30-day return window, but inside your standard 1-year Warranty, you may still be eligible to return, exchange, or have repaired, your OL1 or OL2 Puck** or other product components.

**Please note that the 1-year Standard Warranty applies to all product components, including but not limited to OL2 / OL1 Pucks, tablets, cases, and cables. However, the 5-year Advanced Care Plan coverage only applies to the Puck - not other product components.