Return & Refund Policy

Cancellation Policy: (All Products – Change of Mind, Purchased by Mistake, etc.)

Cancellation requests for orders can be accommodated if they are made prior to the shipment or production of the product. If you choose to cancel your order, you will be eligible for a refund, with a deduction of a transaction fee ranging from 2% to 5% imposed by the financial institution during the processing of your original payment. Additionally, there may be associated logistics charges related to the order, up to 25% of the total order amount before any promotion or discount. Please note that once the product has been shipped or has left our distribution facility, cancellation is not possible. In the event of a recall of the parcel or shipment, charges of up to 25% of the entire order amount before any promotion or discount may apply.

Non-Cancellable Orders:

• Due to the bespoke nature of custom-designed orders, once production has commenced, we cannot accommodate any cancellations. This policy is in place because custom products are made specifically to your unique specifications, making them unsuitable for resale.

Non-Refundable Payments:

• Payments made for custom-designed orders are non-refundable once production has started. This includes any deposits or full payments made at the time of order placement.

Order Modifications:

• If you need to make any changes to your custom order, please contact us immediately after placing the order. We will do our best to accommodate your request before production begins. Once production has started, modifications may not be possible, or additional charges may apply.

Exchange Process: (Screens, Projectors & General Electronics and Accessories)

For exchange, articles MUST be in original brand new condition with original wrapping and packaging (photo or video evidence MUST be provided for approval of the exchange). Customer is responsible for all costs and charges related to transportation of the article. Once the article is returned and passed the quality control, a credit less the previous shipping cost (30% of the article price) will be issued as store credit for the return.

Return and Refund Policy for Address Issues, Access Challenges, and Compatibility Issues

While we strive to ensure every order is perfect, we understand that issues can arise. This policy outlines our return and refund process in scenarios including incorrect or incomplete address submissions, inability to access delivery locations due to package size, and product incompatibility (e.g., with projectors).

Incorrect or Incomplete Address

If a delivery fails due to an incorrect or incomplete address provided by the customer, it is the customer’s responsibility to cover the cost of return freight.

Access Challenges

Should our delivery team be unable to access the delivery location due to the package’s size (e.g., inability to use a lift), the customer will be responsible for the return freight costs.

Product Incompatibility

In the case of product incompatibility, such as with projectors, where the product itself is not at fault, return freight costs will be borne by the customer.

Return Freight and Additional Costs

For returns initiated under the above conditions, please be aware that:

• It is the customer’s responsibility to pay for the return freight.
• The initial shipping cost plus a restocking fee of 25% of the item’s value will be deducted from the refund amount.
• To qualify for a refund, the returned item must be in brand new condition and in its original packaging.

How to Initiate a Return

1. Contact our customer service team within 7 days of receiving your order to initiate a return. Please provide your order number and the reason for the return.
2. Our team will provide you with instructions on how to return your product.
3. Once the item is received and inspected, we will process your refund according to the conditions outlined above.

Refund Processing

Refunds will be processed within 3-5 business days after we receive and inspect the returned item. Please note that credit card refunds may take an additional 1-3 business days to appear on your statement, depending on your bank.

We value your business and are here to help with any questions or concerns you may have regarding our return and refund policy. Please contact our customer service team for assistance.

Returns Policy: (Screens, Projectors & General Electronics and Accessories)

We accept returns of products, and customers have the right to request a return within 7 days of receiving the product. To be eligible for a return, the item must be in brand new condition, and upon request, a condition check through photo or video evidence may be required. The item should be returned in its original packaging, and a receipt or proof of purchase is necessary for processing the return.

Once you receive a return label from our customer service team, please ensure that the product is shipped back within 7 days. If the product is returned in good condition within this timeframe, no restocking fees will be charged. However, if the product is returned between 7 and 30 days after receiving the return label, or if the returned item is missing accessories or has sustained cosmetic damage, a restocking fee of 25% of the original price of the product will be charged. If the product is returned more than 30 days after receiving the return label, a restocking fee of 50% will be applied. In cases where the customer intentionally damages the product, the restocking fee can be increased up to 80%.

Please note that all returned articles are subject to quality control. If the condition of the product does not match the original claim or fails to meet our quality standard, we will file a written report with video or photo evidence. Refunds or exchanges will not be provided for articles that are not in sellable condition, and you will be responsible for all associated logistics costs to retrieve the article from our facility.

Regarding free items or gifts received with a purchase, you have the option to either return them with the package or keep them. If you choose to keep the item, the retail value will be deducted from the total reimbursement amount.

Refunds Policy: (Screens, Projectors & General Electronics and Accessories)

As mentioned earlier, all returned articles are subject to quality control. If the condition of the product does not match the original claim or fails to meet our quality standard, we will file a report with video or photo evidence. Refunds or exchanges will not be provided for articles that are not in sellable condition, and you will be responsible for all associated logistics costs to retrieve the article.

Once the return article is received and passed the quality control, we will send you a notification confirming its receipt. The refund process will then begin, and the total amount of returned article value less initial delivery cost will be credited back to your credit card or original method of payment within the next 2-4 business days.

Refunds Policy: (Items Ordered in Bundle Deal)

Bundle deals often include discounts or special pricing based on the purchase of multiple items together. When returning items from a bundle, the refund will be calculated based on the current individual prices (without bundle discount) of the items that are kept, and any applicable discounts will be adjusted accordingly.

Return & Refund Policy: (Laser TV Cabinets / Furniture / Theater Fittings)

Due to the nature of the products, we do not accept returns or offer refunds for laser TV cabinets, furniture, or theater fittings. However, free repair or replacement will be provided during the warranty period. If you have any questions, please contact our sales and support team, local representative, or agent.

Late or missing refunds (if applicable)

If you have not yet received your refund, we recommend first double-checking your bank account and contacting your card issuer. The posting of a refund may take some time to complete. The proof of refund can be provided upon request.

Please contact our Customer Service at sales@vividstorm.com.au to get the return address.

Manufacturer’s Warranty

1. VIVIDSTORM products have a 2-year warranty. During the warranty period, in case of any problems caused by the product itself or the product defects caused by the design, you can come to our website and contact us directly for product warranty.

During the warranty period, if the product fails to work normally due to user negligence (not product material or design defects, etc.), not eligible for a warranty, for serious damage to the product should charge that fee according to the product damage.

After the warranty period expires, all repairs or replacements are charges the fee, and users will get a quote for the repair fee. Only after the user agrees and accepts the maintenance cost can the maintenance service be started.

2. Within one week after the user receives the product, if there are obvious serious defects in the product, the user shall provide video or photo proof, and provide the corresponding certificate and warranty card to our after-sales service personnel. After confirmation, the user can return the product and reship a new product. The user needs to ensure that the retumed product is in good condition kept in their original status., free from any physical damage and that the packaging is complete. We will handle the returned or exchanged products within 7 days (excluding public holidays).

3. The motors in all products sold by our company enjoy a five-year warranty. It is necessary to ensure that the motor is complete and has not been tampered with.

4. The company provides corresponding after-sales technical support services for the products sold, and guarantees customer service response within 24 hours. (except holidays)

5. Within one week after the customer receives the product, due to the special packaging size of the product, it is recommended to save the carton in order to solve the packaging problem of return and replacement.

6. It should be noted that the product damage caused by the following factors not caused by the company, the damage caused by other human factors and natural disasters are not included in the warranty scope of the company:

The product is damaged due to incorrect installation of the product;

(1) Product voltage mismatch;
(2) The user does not operate according to the product manual, resulting in improper use and product damage;
(3) Repair or modify the product without authorization of the company;
(4) Failure to provide proper working environment;
(5) Product damage caused by user’s secondary transportation;
(6) This product is damaged in natural disasters and accidents. Natural disasters and accidents include flood, fire and human factors. The above guarantee has the same legal effect for each user. Due to the change of country or region, other rights may only apply to specific customers.