Refund policy

Return Policy — Altea

Return window
You have 14 days from the date you receive your order to request a return. No return will be accepted without prior authorization (RMA number).

Eligibility
To be eligible, the item must be:

  • new and unopened, in its original sealed and intact packaging;
  • never installed, powered on, adopted or registered to a controller or console (UniFi or other);
  • accompanied by proof of purchase.

Open boxes, installed or activated items, and items with damaged or incomplete packaging will be refused and sent back at the customer's expense.

Applicable fees

  • Return shipping costs are the customer's responsibility, and the customer chooses the carrier. We recommend an insured shipment with tracking, as Altea is not responsible for packages lost or damaged in transit.
  • A 20% restocking fee will be deducted from the refund.
  • Original shipping charges are non-refundable.

Non-returnable items

  • Special orders and items ordered on request
  • Sale and clearance items
  • Software, licenses, subscriptions and gift cards
  • Custom-cut cables and electrical parts
  • Any item that has been installed, opened or activated

Defective, damaged or incorrect items
Please inspect your order upon delivery. If an item arrives damaged, is defective on arrival, or does not match your order, email us at contact@altea.ca within 7 days of delivery with photos. After verification, we will provide a prepaid return label and replace the item or issue a full refund, with no restocking fee.

After this period, defects are covered by the manufacturer's warranty (for example, Ubiquiti's RMA process). We can assist you with this process.

How to return an item

  1. Email contact@altea.ca with your order number and the reason for the return.
  2. If your return is approved, we will send you an RMA number and instructions.
  3. Ship the package at your own expense, with the RMA number written on the outside, to:
    514 Ch. de la Rivière Sud, Suite 108, Saint-Eustache, QC J7R 0E2, Canada

Refunds
We will notify you once your item has been received and inspected. If approved, your refund will be issued to the original payment method within 10 business days, minus applicable fees.

Exchanges
We do not offer direct exchanges. Please return the item following the procedure above and place a new order.

This policy does not affect the legal warranties provided under Quebec's Consumer Protection Act.