Return Policy

Return, Refund & Cancellation Policy

At Vividstorm, we value your satisfaction and want to ensure transparency in how we handle cancellations, returns, and refunds. Please review the following policy carefully before placing an order.

1. Cancellation Policy (Change of Mind, Mistaken Purchase, etc.)

Before shipment or production: Orders may be cancelled prior to shipping or production. A refund will be issued minus financial institution transaction fees (2–7%) and any associated logistics charges of up to 25% of the order value (before discounts or promotions).
After shipment or dispatch: Once a product has been shipped or left our facility, cancellations are not possible.
Parcel recalls: If a parcel is recalled, charges of up to 25% of the order value (before discounts) may apply.

2. Non-Cancellable & Custom Orders

Custom-designed products: Once production has begun, cancellations cannot be accepted, as these items are tailored to unique specifications and unsuitable for resale.
Non-refundable payments: Deposits or payments for custom orders are strictly non-refundable once production has started.
Order modifications: Please contact us immediately after placing a custom order if changes are required. We will try to accommodate requests before production begins. Once production starts, modifications may not be possible or may incur additional costs.

3. DOA (Dead on Arrival) Products

If your product arrives defective or not functioning out of the box, it is considered DOA.
You must report the issue within 7 days of delivery, with photo/video evidence.
Once confirmed, we will provide a free replacement.
DOA items must be returned in their original packaging with all accessories, all logistics related cost will be covered by us.
This policy does not apply to damages caused by mishandling, incorrect setup, or misuse.

4. Returns for Change of Mind (“Didn’t Like It / Not What I Expected”)

We understand that sometimes a product may not meet your personal expectations. In such cases:

Returns must be requested within 7 days of delivery.
The item must be in brand new condition, unused, and in original packaging.

Projectors

If the projector has been powered on, it may still be returned provided that:

The unit has no scratches or cosmetic damage,
All accessories (remote, cables, manuals, etc.) are in brand new condition,
The original packaging is intact and included, and
The projector shows less than 2 hours of total usage time (lamp/laser hours).
Photo or video evidence may be required before approval.
The customer is responsible for all return freight costs.
A 25% restocking fee plus the original shipping cost will be deducted from the refund.

Projector Screens

If the projector screen has been powered on, it may still be returned provided that:

The screen surface has no scratches, dents, stains, or ripples,
The housing/casing and stand/base are in undamaged condition,
All accessories and parts (remotes, cables, brackets, etc.) are included and in brand new condition,
The original packaging is intact and included, and
The screen has been operated for less than 2 hours in total.
Photo or video evidence may be required before approval.
The customer is responsible for all return freight costs.
A 25% restocking fee plus the original shipping cost will be deducted from the refund.

Please note: Change-of-mind returns are not available for custom orders, furniture, laser TV cabinets, or theater fittings.

5. Exchanges (Screens, Projectors, Electronics & Accessories)

Exchanges are accepted only if the product is brand new, unopened, and in original packaging.
Photo or video evidence is required for approval.
The customer is responsible for all transportation costs.
Once the product is returned and passes quality control, a store credit will be issued minus the original shipping cost (30% of product price).

6. Returns & Refunds (Address Issues, Access Problems, Compatibility)

Incorrect or incomplete address: If delivery fails due to an incorrect address provided by the customer, return freight costs must be covered by the customer.
Access challenges: If delivery cannot be completed (e.g., item does not fit through lift/access points), return freight costs are the customer’s responsibility.
Compatibility issues: If a product is incompatible with your setup (e.g., projector mismatch), return freight is the customer’s responsibility.

Additional Costs:

Return freight is paid by the customer.
A 25% restocking fee and the original shipping cost will be deducted from the refund.
Products must be brand new, in original packaging to qualify.

7. General Returns Policy (Screens, Projectors, Electronics & Accessories)

Customers may request a return within 7 days of receiving their order.
Items must be in brand new condition, with original packaging and proof of purchase.
Photo/video evidence may be requested before approval.

Return Timelines:

Return within 7 days of receiving the return label: No restocking fee.
Return between 7–30 days: 25% restocking fee.
Return after 30 days: 50% restocking fee.
Intentional damage: Restocking fee may increase to 80%.

Condition Checks:

All returns are subject to quality control. If the item does not meet the required standard, a report (with photos/videos) will be provided. Refunds will be denied, and the customer will bear logistics costs to retrieve the item.

Free gifts or promotional items:

Must be returned with the product or their retail value will be deducted from the refund.

8. Refund Processing

Once a return passes inspection, we will notify you and process the refund.
Refunds are credited to the original payment method, minus applicable shipping/restocking fees.
Processing time: 2–4 business days after inspection (banks may take an additional 1–3 business days).
Proof of refund is available upon request.

9. Bundle Deals

For bundle orders, refunds will be recalculated based on the regular price of items kept, and bundle discounts will be adjusted accordingly.

10. Furniture, Laser TV Cabinets & Theater Fittings

Due to their nature, returns and refunds are not accepted for these categories.

Warranty coverage: Free repair or replacement will be provided during the warranty period.

11. Late or Missing Refunds

If your refund does not appear:

Check your bank account again.
Contact your card provider (posting times vary).
Request proof of refund from our team if needed.

12. How to Initiate a Return

Contact our Customer Service team at [email protected] within 7 days of receiving your order.
Provide your order number and reason for the return.
Our team will provide a return label and instructions.
Ship the product back within 7 days of receiving the label.

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