We accept order cancellations before the product is shipped or produced. If the order is cancelled you will get a full refund. We cannot cancel the order if the product is already shipped out.
Returns (if applicable)
We accept product returns. Customers have the right to apply for a free return within 7 days after receiving the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Once you receive a return label from our customer service team, please ship the product back within 7 days. If the customer ships the product back within 7 days in good condition, they will not be charged restocking fees for the return of a product. Unfortunately, VIVIDSTORM will not be covering replacement shipping costs from these locations:
- Armed Forces - Americas
- Armed Forces - Europe/Africa/Canada
- Armed Forces - Pacific
- Federated States of Micronesia
- New Hampshire
- New Jersey
- Puerto Rico
- Rhode Island
- Virgin Islands
- All island areas
If the customer ships the product back 7 to 30 days after receiving the return label, or if the returned item is missing accessories/has sustained cosmetic damage, they will be charged a restocking fee (25% of the product’s original price). If the customer ships the product back over 30 days after receiving the return label, they will be charged a 50% restocking fee. The restocking fee can go up to 80% if the customer has purposefully damaged the product.
If you received a free item or a gift with purchase, you can either return it with the package or keep it. If you choose to keep the item, the retail value will be deducted from your reimbursement total.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. Your refund will then be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at email@example.com.
Please contact our Customer Service at firstname.lastname@example.org to get the return address.
Call us: +86-15112427088
66 Zhongxing North Road, Aotou Town, Daya Bay, Huizhou(No.2 plant ) Guangdong Province, China
Our office time is 8:00 am -5:30 pm CCT from Monday to Friday ( excluded holidays and weekends ). We respond to most emails within a business day, but if you don't get a response from us, please check your spam bin.