Hardware Returns
Cinexis Hub devices may be returned within 7 days of delivery if the device is unused, in original packaging, and has a manufacturing defect. To initiate a return, email billing@cinexis.cloud with your order number and photos of the issue.
Hardware Refund Process
Once we receive and inspect the returned device, refunds are processed within 7–10 business days. Shipping cost for returns is borne by the customer unless the return is due to our error or a defective unit.
Cloud Addon — 7-Day Money-Back
New Cloud Addon subscriptions are eligible for a full refund within 7 days of first payment. No questions asked. Email billing@cinexis.cloud with your registered email and order ID.
Cloud Addon — After 7 Days
After 7 days, refunds are not issued for the current billing cycle. You may cancel anytime and retain access until the period ends.
Exceptions — Full Refund
- DOA (Dead on Arrival) hardware — full refund including shipping
- Cloud service unavailability exceeding 48 consecutive hours
- Duplicate payment due to system error
Contact
Email billing@cinexis.cloud with your order ID and issue. We respond within 1 business day.