Terms & Conditions

At Vivid Lumen Industries we make returns and other client services as easy as possible. Our mission is to provide you with the best products and the best service. If product issues arise, our goal is to make the return or exchange as easy as possible, and this begins with having clear and conspicuous Terms & Conditions. A failure to adhere to these Terms and Conditions may result in the rejection of any refunds, exchanges, repairs or replacements. Please read these Terms & Conditions carefully as they are binding on both the Customer and Vivid Lumen Industries.

Please note that as a result of the constant changes, improvements and developments in our industry, Vivid Lumen Industries reserves the right to modify, alter or change these Terms & Conditions at any point in time, without prior notice. We recommend that you periodically check this page for future developments.

Returns & Exchanges

To be eligible for a return, the following criteria must be met:

Request a Return

  • All returns must have been purchased directly from vividlumen.com, Vivid Lumen does not offer returns from 3rd party providers.
  • All returns must be processed through the Return Portal within 30 days of the order shipped. You will have to pay the return cost to return the product.
  • If you return the product you will be charged a 10% Restocking fee.
  • Original cost of shipping the product is non refundable
  • All merchandise must be unused and in new condition including the packaging

Once we receive your return, we require up to 14 days to process your refund. The refund will be processed to the original order.

If Vivid Lumen receives the product or packaging damaged, we will access the amount to refund to repair the packaging or product. If the product is not repairable or extremely damaged we will ship the item back to you.

Any warranties can be sent to our support team. If you wish to file a warranty claim please follow the Warranty Form

SHIPPING YOUR RETURN

We recommend the following guidelines when shipping your return:

  • Pack your items securely
  • Attach your return label to the package
  • Insert any related paperwork inside the package
  • Ship the item based the shipping label provided

If you have any additional questions about shipping and returns please contact us

 

Order cancellations

We will assist with the cancellation of an order or part(s) that have not been shipped and are not marked as non-cancelable / non-refundable items. Items that have been shipped already cannot be canceled or modified. Cancellations can be done through our customer care team who can be reached by Contact us. Your request will be processed as quickly as possible, but please note that sometimes products ship quicker than expected.

Billing, Refunds & credits

Payment for orders may be captured as soon as the order has been successfully placed. Refunds for returned products are issued up to 14 days as they are received by our warehouse. Refunds will be issued via the same payment method originally used to place the order (Credit Card, PayPal, Google). Once the refund has been issued a confirmation email will be sent. Please allow an additional 5-7 business days for the credit to appear on your account.

Shipping & delivery

To ensure a fast and safe delivery we use FedEx, Canpar, DHL, USPS, & UPS Ground/Air shipping services. Available shipping methods may vary for different types of products and shipping destinations. Once shipping is confirmed, it will be set for pickup by the carrier. Orders will be shipped within 3-5 business days after which their delivery can be tracked via the tracking number sent to your email. There are other products that require more time, generally due to physical location, carrier or warehouse accessibility, and other economic conditions (i.e. delay at the border, pandemic, etc.) Shipping can be tracked via tracking number. 

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