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Payment and returns lorex


Lorex return policy


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Free returns on website purchases within 30 Days

If you try our products and are not fully satisfied, you may return it within 30 days of delivery*.

*Applies only to purchases from, please see product packaging for purchases made elsewhere.

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What forms of payment does accept?

Credit Cards

Lorex Canada Inc. ("Lorex") accepts payment by Visa©, Mastercard®, American Express® or Discover® credit cards. If you do not have a credit card, Lorex also accepts 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 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 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

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.

About Restocking Fees & Returns

Credit card statement

When you purchase from, your credit card statement will show the charge as coming from Lorex Canada Inc.

Billing verification

If there is no issue with your order, we will ship it right away. However, (1) if your shipping address is different from your billing address or (2) if you have used a PO box address, our fraud verification system may flag your order and put it on review for manual processing. A Lorex agent will contact you via email to manually verify your identity. We will need a colored photo of two (2) different paper bills (e.g. utility bills, statements, etc.) showing your name and billing address. We do not honor a digital copy of any bill or a screenshot of it. Note: we cannot relase the order without the required verification documents.

The lead time

Our manual verification process may take up to 5 business days from the time the order was placed. Before contacting us, please make sure to check your email as we usually send out communication on issues about orders via email. In addition, we also recommend that you check if you have supplied us with the correct email address, shipping and billing address, and phone number. Again, if the information you provided us do not match, we are required to review and verify the order for authentication.

Manual verification

The order will be verified and charged by our merchant gateway with a pending shipping note. 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. 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. 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 

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.

Fraud Prevention

This process is in place for fraud prevention purposes and is strictly advised by the credit card merchant practices. If your're 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.


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, 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 It does not apply to purchases made through other distribution channels, such as (but not limited to) brick and mortar retailers or online etailers.


Price Match Guarantee

Lorex will be happy to process a price adjustment within 30 days of purchase if you find that any products or security systems that you have ordered have been reduced to a lower price on Please note that we will not be price matching during the Black Friday and Cyber Monday promotions.


Does Lorex charge restocking fees?

For purchases made from, 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.

  • The customer will incur the return shipping fees. 
Product Type Normal Return Period Maximum Return Period
Security Cameras
(Wired, Wireless IP)
30 Days
(No Restocking Fee)
30 Days
(No Restocking Fee)
Security DVRs
(NVRs, DVRs, PCI Cards)
30 Days
(No Restocking Fee)
30 Days
(No Restocking Fee)
Complete Security Systems
(Monitor + DVRs + Cameras)
30 Days
(No Restocking Fee)
30 Days
(No Restocking Fee)
(Cables, Connectors, Adaptors)
30 Days
(No Restocking Fee)
30 Days
(No Restocking Fee)
Video Baby Monitors
(Monitors, Cameras)
30 Days
(No Restocking Fee)
30 Days
(No Restocking Fee)

How to return a product to Lorex?

Your purchase comes with a 30-day, no-hassle return policy - and we've made the process easy, from beginning to end. For more information on this policy please see above or click here.

For directions on returning an item for a refund, click here. For directions on replacing an item under warranty, click here.


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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    * On orders over $100
    ** On purchases made directly from