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Payment and Returns

Contents
Payment and Billing
 › What forms of payment are accepted?
 › What will show up on your credit card statement?
 › International orders
 › Billing and shipping verification
 › The manual verification process
Money Back Guarantee
 › What is Lorex return policy?
 › Does Lorex charge restocking fees?
 › How to return a product to Lorex?
 › Damaged and defective goods.
Related Articles
 › Orders and Shipping
 › Warranty

Payment Options and Billing Information

What forms of payment does www.lorextechnology.com accept?
Lorex Canada Inc. (“Lorex”) accepts payment by Visa© or Mastercard® or American Express® or Discover® credit cards. If you do not have a credit card, Lorex also accepts your payment by PayPal® and bank money order payable to “Lorex Canada Inc”. Lorex does not accept postal money orders, personal or business cheques that are not endorsed/certified by a bank. 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 log-in 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 www.lorextechnology.com and you will receive an email with an order confirmation.

It usually takes between 3 and 5 business days for an eCheck to clear, your order will only ship out once the eCheck clears.
Unfortunately Lorex cannot accept your payment C.O.D at this time, please call 1-888-425-6739
What will show up on your credit card statement?
When you make a purchase from any of our brand, your credit card statement will show the charge as coming from Lorex Canada Inc.
International orders
Orders that are billed outside of USA or Canada 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 forma invoice and detailed information regarding available payment methods.
Billing and shipping verification
We ship only to the billing address of the cardholder or to a verified shipping address. The verified shipping address is the address on file from your credit card company or a manually verified address by Lorex after the order is placed. If the information you provide us does not match, we will not process your order. If an order is placed where the shipping and billing address does not match we will put the order on hold for manual verification. The lead time for this process can take up to 5 business days from the time the order was placed.
The manual verification process
  1. The order will be verified and charged by our merchant gateway with a pending shipping note.
  2. The customer will be contacted by e-mail or phone and will be requested to send proof of billing and shipping information in order to validate the purchase.
  3. If the information supplied by the customer does not satisfy the merchant the order will be canceled and the customer will be issued a full refund.
  4. Please note the above 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 will be billed to the destination country irrespective of the billing address on the order. The destination address will be manually verified. Lorex Technology will not be responsible for any currency conversions that may take place during the verification process, the currency conversion is at the discretion of the credit card issuing bank.
This process is in place for fraud prevention purposes and is strictly advised by the credit card merchant practices. If your billing and shipping addresses are different, we must verify your shipping address. This ensures that both you and Lorex are protected from fraudulent activities. For example, someone may obtain your credit card information and billing address (from your trash can for example) and ship an order to anywhere in the US or Canada. Only you, as the cardholder, can add an alternate address on file with the bank and/or credit card company or let us know your details of the order by phone (email correspondence to order verification is not accepted); this keeps our fraud rate down and gives you more peace of mind knowing you are purchasing/shopping with a company who has your best interests in mind.

Money Back Guarantee

What is Lorex return policy?
Try it, Test it and Return it within 30 days if you are not satisfied*
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 & testing it for your use. You may return the products for any reason within 30 days of delivery (Some conditions may apply to certain products, see grid below). The customer is responsible for the return shipping fees. Please note that original shipping fees are not refundable.
* The Lorex Money Back Guarantee only applies to purchases made directly from www.lorextechnology.com and does not apply to the purchases made through distribution channel, retailers and other online etailers.
Does Lorex charge restocking fees?
We don`t charge the restocking fee on orders that have been returned within 30 days from the date of delivery. There will be a 20% re-stocking fee on products returned after 30 days (maximum return period is 60 days). 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.
Product Type Normal Return Period Maximum Return Period
Security Cameras
(Wired, Wireless IP)
30 Days
(No Restocking Fee)
45 Days 
(20% Restocking fee will apply)
Security DVRs
(NVRs, DVRs, PCI Cards)
30 Days
(No Restocking Fee)
60 Days 
(20% Restocking fee will apply)
Complete Security Systems
(Monitor + DVRs + Cameras)
30 Days
(No Restocking Fee)
60 Days 
(20% Restocking fee will apply)
Accessories
(Cables, Connectors, Adaptors)
30 Days
(No Restocking Fee)
45 Days
(20% Restocking fee will apply)
Video Baby Monitors
(Monitors, Cameras)
30 Days
(No Restocking Fee)
45 Days
(20% Restocking fee will apply)
Specialty Products
(Video Sunglass, In-car cameras)
15 Days
(No Restocking Fee)
30 Days
(20% Restocking fee will apply)
The customer will also incur the original shipping fees and the return shipping fees.
No returns or refunds for 16 channel IP Camera software LDP1601 and IP Camera software L-View-116 / Purchases as Software downloads
How to return a product to Lorex?
1. Obtain your Return Authorization Code (RMA):
Create a ticket at www.lorextechnology.com. Please state you order number and the items that you want to return. You will receive a response with the 8 digit code starting with 6XXXXXXX. Put your 8 digit Return Authorization Code on every package that you send back. Returns sent without a valid Return Authorization Code can be processed with a delay.

2. Package Your Return:
Be sure to secure your items to protect them. Your package must include all original packing materials and paperwork in the package. (Badly packaged items will not be accepted.)

3. Send the return package to the following address:

USA Customers

LOREX RETURNS USA
Schenker Logistics, Inc.
4919 West 78th Street, Building 91 Door 14
Indianapolis, IN 46268

Canadian Customers

LOREX RETURNS, 
250 Royal Crest Court 
Markham, Ontario 
Canada L3R 3S1
  • It is recommended that items be shipped with a tracking number
  • You must pay any return shipping expense
4. Refund is issued
The refund is issued back to the credit card that was used to place the original order.
Please allow up to 10-14 business days for your refund to be processed.
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.
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