What is your return policy?

The Short Answer

The official Structure Sensor Terms of Sale (agreed to at checkout) don't provide for a return of open and used products. However, our #1 goal is always to ensure you're happy and satisfied with your experience, and if it ends up not being the right fit for your business (or there was a misunderstanding about what the product would do), we do accept returns within your first 30 days as long as they were purchased from the Canvas website (this one!).

This does not apply to defective hardware, which falls under our Hardware Warranty and is eligible for an exchange within the first 90 days. 

The Long Answer

While we try to price our products very competitively, we know that investing in 3D scanning is brand new for most of our customers, and "What happens if it doesn't work?" is a frequent question prior to purchase.
First things first: if your newly purchased sensor has a hardware defect that affects usability, it falls under our Hardware Warranty as long as the issue is reported within the first 3 months after purchase. We will try to diagnose the issue remotely, and if we are able to confirm it is a hardware issue (and can't be fixed remotely as well), have you send it in for a repair or exchange at no cost as long as it is within 3 months of purchase. Rarely, we can't verify the issue remotely and you will need to to send your hardware in for inspection to determine eligibility. 
Typically, reported issues are not related to hardware, and are related to 1) mismatched expectations about what the product was going to do (especially related to accuracy, level of detail, or the environments it was meant for), or 2) not following our recommended guidance about how to scan spaces. In either of these cases, we will first try to work with you to make sure you are getting optimal performance out of the device itself, and offer consultation about how to best achieve your goals. That usually involves going through a (free and fast) scan review to check your calibration, scan technique, etc.
If it turns out that after that discussion Canvas is just not going to achieve the goals you had when you purchased, and you contacted our support team (via support@canvas.io) within 30 days of purchase, we will have you send it back for a return. A 10% restocking fee does apply to cover the cost of repackaging, inspecting, etc, and you will be responsible for shipping. 
Whether it is within your 30 days or not, we are always here to get you up and running. If you're hitting any snags, just reach out to  support@canvas.io and a member of our team will be there to help!