Defect Reporting Policy

Product Defect Reporting Policy

Purpose: To ensure timely and effective handling of product defects, maintaining high customer satisfaction while managing operational efficiency.

Scope: This policy applies to all customers who purchase products from VIVIDSTORM AUSTRALIA.

Policy Statement: Projector screens are constructed from delicate materials and require careful handling. Please ensure they are kept out of reach of pets and young children to prevent any damage. VIVIDSTORM AUSTRALIA is committed to providing high-quality products to our customers. In the unlikely event that a customer receives a defective product, it is imperative that the defect is reported promptly to allow for swift resolution. This policy outlines the timeframe and process for reporting product defects.

1. Reporting Window:

• Customers are required to report any defects in the product within 7 calendar days from the date of delivery.
• Reports received after the 7-day window will not be eligible for the defect reporting process outlined in this policy.
• We do not accept defects reporting after 7 calendar days of delivery for any cosmetic defects, such as scratches, stains, discolouration, etc.

2. How to Report a Defect:

• To report a product defect, customers should contact VIVIDSTORM AUSTRALIA’s customer service team via email or phone number listed on the website.
• The defect report should include a detailed description of the issue, the product serial number, and the order number. Customers are also encouraged to attach photographic or video evidence of the defect to expedite the assessment process.

3. Assessment and Resolution:

• Upon receipt of a defect report within the specified timeframe, VIVIDSTORM AUSTRALIA will promptly assess the reported issue.
• VIVIDSTORM AUSTRALIA reserves the right to request additional information or evidence to verify the reported defect.
• If the defect is confirmed, VIVIDSTORM AUSTRALIA will offer a resolution in the form of a repair, replacement, or refund, at the company’s discretion, according to our warranty policy and applicable consumer protection laws.

4. Contact Information:

For any questions regarding this policy or to report a product defect, please contact our customer service team via the email or phone number listed at the bottom of the website.

5. Policy Review and Modification:

VIVIDSTORM AUSTRALIA reserves the right to review and amend this policy periodically to ensure its effectiveness and compliance with applicable laws and regulations. Changes to the policy will be communicated through VIVIDSTORM AUSTRALIA’s official channels.

Effective Date: 1st July 2021

By adhering to this policy, we aim to address product defects efficiently and maintain the trust and satisfaction of our customers.