Warranties, Returns & Terms
Users of Orbuscanada.ca agree that access and use are subject to the following limited warranty, terms, conditions, and other applicable law(s).
Orbus Visual Communications® Limited Warranty Policy
Orbus Visual Communications® guarantees their product under a series of warranties for manufacturing defects covering The Exhibitors’ Handbook®/The Promo Handbook™ and SignPro Systems®. Under the warranty policies, product believed to be a manufacturing defect will be repaired and/or replaced upon inspection of the issue. The customer is responsible for shipping the product to Orbus Visual Communications for inspection. At the discretion of Orbus Visual Communications, if the issue is deemed a manufacturing defect, the product will be repaired and/or replaced and returned to the customer at no cost standard ground shipping. For products with a warranty period over 1 year, the customer is responsible for the inbound shipping costs as well as the outbound shipping costs after the first year. Free replacement products cannot be sent until an assessment of the supposed defective product is made. At the discretion of Orbus Visual Communications, if the received product is deemed not to be a manufacturing defect, the customer will be notified and the product may be repaired and/or replaced at the customer's cost. Shipping charges will be the customer's responsibility for any items needing expedited shipping. Issues that are not covered under the warranties include but are not limited to:
- Standard wear and tear usage
- Mistreatment of product
- Unauthorized alteration
- Natural disasters
- Failure to follow product instruction sheets and labeling
- Incorrect use
- Damages occurred while in transit
Each Exhibitors’ Handbook/Promo Handbook product holds its own unique warranty period. Refer to the Warranty icons located near each product for the product’s Warranty Period.
All Orbus graphics produced for an indoor application hold a graphic warranty of one year. All Orbus graphics produced for an outdoor application hold a graphic limited warranty of six months.
Denotes a Graphic Limited Warranty of 6 months (outdoor & indoor table throw products)
Denotes a Graphic Limited Warranty of 1 year (indoor products)
Denotes a Hardware Limited Warranty of 90 days which does not include packaging
Denotes a Hardware Limited Warranty of 1 year which does not include packaging
Denotes a Hardware Limited Warranty of 5 years which does not include packaging
Denotes a Hardware Limited Lifetime Warranty which does not include packaging
Terms and Conditions
Upon the acceptance of delivery, you agree that the package(s) have arrived without any visible shipping damage. If shipping damage is noted, sign for the delivery as damaged and contact Orbus Visual Communications immediately. Failure to sign for the package(s) as damaged, refusal of the package, or neglecting to note after 3 business days any damage that may have occurred during the shipping process will be treated as a warranty claim and are subject to the terms and conditions of our warranty. The option to issue a return label/call tag is at the discretion of Orbus Visual Communications for any warranty or claim situation and any product outside of 72 hours will not have the option for a return label/call tag.
Any errors occurred during the shipping/freight process that shipped under the Orbus Visual Communications prepaid freight service will be guaranteed and covered should the shipper lose, damage or delay a product outside their guaranteed delivery time. Orbus Visual Communications will process the claim information and replace the affected product. For orders shipped using a customer's shipper number or a third party shipper number, the customer will be responsible for replacing the affected product at cost and following through with the claim through the shipping/freight company.
Orbus Visual Communications reserves the right to request documentation in the forms of photos, copies of packing slips and the like to ensure the issue is resolved promptly. “Standard questions” may also be asked in order to provide accurate and timely customer service. Failure to provide the necessary information requested by an Orbus Visual Communications Representative may delay the claim process. An RMA/Case number may be issued depending on the warranty/claim. This number must be used in regards to all correspondence with the issue and adhered to any packaging sent to Orbus Visual Communications for assessment. Failure to adhere RMA/Case information to a package will delay the claim/warranty process.
Should you need to return a product due to order cancellation or any reason other than a warranty matter, Orbus Visual Communications reserves the right to carry out a full inspection of the product before accepting the return. All returns of this nature must be noted to a Orbus Visual Communications Representative 72 hours after receipt of the product and are susceptible to a 25% restocking fee/charge. Product should be returned in the manner in which it was received. Orbus Visual Communications will not accept the return of a used or custom made product or graphic.
Order cancellations must be confirmed and approved by an Orbus Visual Communications Representative. The cancellation of a production order for which Orbus Visual Communications has produced or ordered raw materials may result in Orbus Visual Communications fully charging for materials and labor, or imposing a minimum cancellation fee of up to 50% of the purchase/sale price.
Orbus Visual Communications reserves the right to change prices or product designs as well as discontinue a product at any time without further notice. If a product is noted as defective that is a discontinued product; an exchange to an equivalent product will be offered or an upgrade to a premium product (at the discretion of Orbus Visual Communications) will be available with the customer responsible for the difference in cost.
Orbus Visual Communications guarantees the quality and functionality of its products when used in the correct manner as illustrated on each product’s instruction sheet.
Failure to comply with Warranty Terms and Conditions may result in additional charges and fees, determined at the discretion of Orbus Visual Communications. In cases of warranty disputes, Orbus Visual Communications reserves the right of the final judgment and/or decision on the nature and cause of damage and the fair and applicable warranty response and/or solution.