Returns and Warranty Exchanges for Cloudbeds Payments Terminals

Lorena Pamplona

Updated January 22, 2026 14:37

With Cloudbeds Payments, we offer no upfront costs when providing our fully integrated Terminals. This article explains how to return devices, handle warranty exchanges for defective terminals, and what steps to follow if your payment hardware arrives damaged or needs replacement.

Warranty Exchanges for Terminals that are Damaged out-of-the-box or Defective

Cloudbeds offers a warranty exchange if a device is damaged out of the box or becomes defective (i.e., screen frozen, won’t turn on) within 12 months of the shipment date so that your business operations can continue without disruption.

How to Exchange a Defective Terminal

1 - Contact our Support team

Reach out to our support team with the following details to begin the swap process:

What appears to be the issue?
Is the device physically damaged?
- If YES: Supply a photo of the damage.
- If NO: Suggest a time for us to call you. We will need to troubleshoot the device to confirm that it is defective.
Send the serial number (you can locate it on the back of the device).

2 - Support Team's Review

Once we receive your email, we will contact you with more instructions.

3 - Device Replacement

Once the device is deemed defective, a new terminal will be shipped within 1-2 business days.

Depending on the reason for the damage, you may qualify for a warranty exchange.

Things to Note

Your warranty does not cover stolen items.
- Contact our Support team to request a new terminal. You may be subject to a replacement fee.
You can return the terminal BBPOS WisePOS E without upfront costs within 14 days of the order date.
- Other terminal types cannot be returned. If you would like a return, contact our Support team .
When shipping your card reader for return, you must include:
- All products
- Cords
- Cables and other parts
The items do not need to be shipped in their original packaging.
Once our hardware team receives your returned terminal, we will remove the terminal fee from your account.
If you cancel your Cloudbeds subscription and want to return the card reader, you can do so only if your cancellation occurs less than 30 days after the shipment date.