Returns and Exchanges
CieloVision Customer Return & Warranty Policy
Issued by: CieloVision
Applies to: All CieloVision One Intelligent Signage subscription agreements
Overview
CieloVision stands behind the CieloVision One Intelligent Signage product and wants every customer to feel confident in their investment. This policy outlines your options if you need to return hardware, experience a device failure, or need to exit your subscription early.
CieloVision One Intelligent Signage is offered on 12 and 36-month subscription terms. Your rights and obligations vary depending on when an issue arises relative to your contract start date.
30-Day Return Window
If for any reason you are not satisfied with your CieloVision One Intelligent Signage system within the first 30 calendar days of signing your agreement, you may return all hardware for a full refund of your first month’s subscription fee.
To initiate a return:
- Email support@cielovision.com with the subject line:
“CieloVision One Intelligent Signage — Return Request — [Your Company Name]”
- CieloVision will confirm your eligibility and issue a Customer Return Authorization (CRA) number within 2 business days.
- Ship all hardware back using the prepaid label provided by CieloVision within 5 business days of receiving your CRA.
- CieloVision will inspect the returned hardware and process your refund within 5 business days of receipt.
Return conditions:
- All hardware must be returned — NUC/RPi5 unit, pluggable camera, and all original packaging and accessories.
- Hardware must be in its original condition with no physical damage beyond normal unboxing.
- Return shipping costs will be deducted from your refund.
Refund target: Your refund will be issued within 14 calendar days of your return request.
Hardware Warranty & Replacement
If your CieloVision One- Intelligent Signage device (NUC, RPi5, or pluggable camera) experiences a hardware failure during your active subscription that is not caused by physical damage or misuse, CieloVision will replace the unit at no cost to you.
What is covered:
- NUC or RPi5 unit failure under normal operating conditions
- Pluggable camera failure not caused by physical damage or mishandling
- Hardware defects that prevent the system from functioning as intended
What is not covered:
- Physical damage caused by on-site personnel or the customer
- Network or firewall configuration issues
- Samsung display hardware (covered separately under Samsung’s warranty program)
- Issues resulting from unauthorized modifications to the device
To report a hardware failure:
- Submit a support ticket at support.cielovision.com or email support@cielovision.com describing the issue.
- CieloVision’s support team will attempt remote remediation within 2 hours of your report.
- If the device cannot be recovered remotely, CieloVision will ship a replacement unit within 2 business days of confirming the failure.
- You will receive a prepaid return shipping label to send the defective unit back within 5 business days of receiving your replacement.
Replacement target: Replacement unit shipped within 2 business days of confirmed hardware failure. Full system restoration targeted within 5 business days.
Early Termination
If you need to exit your CieloVision One Intelligent Signage subscription after the 30-day return window, an early termination fee applies. The fee is calculated based on when in your contract term the cancellation occurs.
| Cancellation Window | Early Termination Fee | Hardware |
| 0–30 days from contract signing | No fee | Return all hardware per the 30-Day Return process above |
| 31 days – 12 months | $2,500 + $600 per display, per site | Hardware ownership transfers to you — no return required |
| 12 – 24 months | $1,500 + $400 per display, per site | Hardware ownership transfers to you |
| 24 – 36 months | $1,000 + $200 per display, per site | Hardware ownership transfers to you |
Display fees apply per incremental display at each cancelling site. Multi-site accounts are calculated on a per-site basis.
After the 30-day return window, CieloVision does not recover hardware. Upon payment of the applicable early termination fee, all hardware at your site becomes your property.
To initiate early termination:
- Submit written notice of cancellation to customersuccess@cielovision.com.
- CieloVision will confirm your applicable fee in writing within 1 business day.
- An invoice will be issued within 2 business days of your notice.
- Upon payment, CieloVision will deprovision your account and send a close confirmation within 5 business days.
Contact
Customer Success
support@cielovision.com
Support Portal
support.cielovision.com
CieloVision
5830 Granite Parkway, STE 100-221
Plano, TX 75024
cielovision.com