Product Returns

Returns
We have a 10-day return policy subject to a 25% restocking fee, except non-returnable items noted below, which means you have 10 days after receiving your item to request a return.  Return shipping is the responsibility of the Buyer unless the item was damaged in transit.

Given the nature of certain products which are sourced specifically for your order, a restocking fee of 25% will be assessed if an order is canceled after it is placed or after a purchase order is received.  

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@multisensorai.com. 

If your return is accepted, we’ll send you a return authorization number as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned such as special orders.  Please get in touch if you have questions or concerns about your specific item. 

Flir Cores

FLIR cores are considered non-returnable products due to their specialized nature. All orders for FLIR cores are processed as special orders and often involve customer-specific customization. Because of this customization and the special-order status:

  • Once a purchase order is placed, it cannot be canceled.

  • FLIR cores are not eligible for return, refund, or exchange.

  • Customers are responsible for ensuring their specifications and requirements are correct prior to order placement.

  • Any warranty issues will be addressed in accordance with the manufacturer’s standard warranty policy.

By placing an order for a FLIR core, the customer acknowledges and accepts these terms.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.