At the end of any rental term, rental equipment should be returned in like-new condition, as reasonably weathered by normal wear and tear. EXACT may charge replacement cost for non-conforming returns. Rental charges will continue until we receive the equipment at our HQ in Toronto, at which point billing will be stopped. The cost of shipping a rental back will be covered by the customer.

At the end of a trial period, EXACT will cover the cost of shipping the return back. If EXACT doesn't receive the trial equipment back or an agreement to start billing the equipment or service by the end of the trial, we may start charging associated fees per the original quotation received from EXACT, or suspend service on the equipment. If the service is suspended, the customer can continue to access certain data that was collected during the trial.

If you have reached out to our support team and received confirmation that the device needs to be returned and it is a warranty-covered fault, EXACT will cover the cost of the return. Please continue to liaise with support as they will help process the return. Our warranty period is 2 years for most products, with some exceptions listed in the respective product's specifications. Faults caused by any improper use per our warranty terms invalidate the warranty and will not be covered by EXACT.

Please send returns to our headquarters at 468 King St W, Suite 100, Toronto, ON M4Y 2P8.

If you are shipping from outside of Canada, please request a commercial invoice from returns@exacttechnology.com in order for your package to cross the border with minimal delays.

Fear not! You can email us at returns@exacttechnology.com and we'll get back to you as soon as possible.