Refund Policy

Refund Policy

Returns

Consumers can request a return (excluding promotional or discounted items) or an exchange within 7 business days of receiving the product.

Eligibility Requirements for Returns:

  • The product must be unused and in the same condition as you received it.
  • It must be in the original packaging.
  • The receipt or proof of purchase is also needed.

Please do not send the purchased items back to the manufacturer without notification.

In certain cases, only partial refunds may be approved (if applicable).

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed, and the funds will automatically be returned to your credit card or original payment method within a certain number of days.

Price Protection Policy

Viltrox strives to provide the best value for our customers. Therefore, we offer a price protection policy within 14 days. If you purchased an item within 14 days prior to a promotional event and the price of that item has decreased, you are entitled to request a refund for the price difference.

Steps to Request a Price Adjustment:

  1. Submit a request: Contact customer service.
  2. Provide details: Include your order number, item details, and evidence of the price drop (such as a screenshot or link).
  3. Receive a refund: Once we verify that the price reduction has occurred and that you meet the refund criteria, we will issue the refund for the price difference back to your original payment method.

Late or Missing Refunds (if applicable)

If you haven't received a refund yet, please check your bank account first. Then contact your credit card company, as it may take some time before the refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've completed the above steps and still haven't received your refund yet, please contact us at info@viltrox.com.

Sale Items (if applicable)

Only regular-priced items can be refunded; unfortunately, promotional or discounted items cannot be refunded unless there is a problem with the item itself.

Exchanges (if applicable)

Items will only be exchanged if they are defective or damaged. If you need to exchange the same item, please contact us via email at info@viltrox.com for the return address.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will issue a refund to the gift giver, and the gift giver will be informed of your return.

Shipping Costs

If you are returning an item for reasons related to the consumer, you will be responsible for the shipping fees, which will vary based on the courier service you choose. If the item you received is damaged or incorrect due to our error, you will not be responsible for the shipping costs. Please send the item to the designated address after confirmation. You will need to cover the return shipping costs, which are non-refundable. If you receive a refund, the return shipping cost will be deducted from your total refund amount.

Delivery times for exchanged items may vary depending on your location.

If the value of the item you are returning exceeds $100, we recommend using a traceable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

After-Sales Policy

Warranty Coverage

We provide a warranty for defects in materials and workmanship under normal usage conditions. The warranty period begins from the original purchase date, with specific warranty periods indicated in the product manual or sales receipt.

  • Coverage:The warranty only covers defects due to materials or workmanship. Normal wear and tear, improper use, accidental damage, unauthorized repairs, or modifications are not covered by the warranty.

After-Sales Service

  • Repair and Replacement:If a product is defective within the warranty period, we will provide repair or replacement services.
  • Return and Exchange Policy:You may request a return or exchange within 7 days from the date of purchase. The return or exchange must meet the following conditions
    • The product must be in its original packaging and unused.
    • A valid proof of purchase must be provided, such as a screenshot of the order or order confirmation email.
    • After 7 days, the product can only be repaired or replaced under warranty; return requests will no longer be accepted.
    • Customers are responsible for the shipping costs for returns without reason, and Viltrox will not cover the return shipping costs.
  • Regional Exclusive Services:To better serve our global customers, Viltrox has established dedicated return and repair centers in the United States. U.S. customers can manage returns and repairs through the American warehouse, effectively reducing processing times and providing more convenient service.
  • S. Return Procedure:In the U.S., please contact us via email at serviceusa@viltrox.com or by phone at +1 3107177481 before returning items. Provide your order number to confirm the purchase channel and explain the reason for the return. For detailed return processes, please refer to Viltrox U.S. Return Process - Return Conditions:
    1. Product quality issues
    2. No-reason return or exchange, the package must be unopened.
  • Note:After shipping, please provide us with the tracking number.
  • Refunds and Refusals After Shipment:Once the item has been shipped, refunds or refusals cannot be requested during transit. Returns and refusals will only be processed after the item arrives and the delay issue has been reviewed, due to potential delays caused by logistics or force majeure.

Consumer Rights

  • Additional Rights:Our warranty policy is formulated in accordance with local laws and regulations, and consumers also have additional legal protections. For specific legal rights, please refer to local consumer protection laws.

Customs Duties and Refusals

  • Duties:Customs duties vary by country, and some countries have high duties. Please familiarize yourself with the relevant tax policies before purchasing, as returns due to duties or other reasons will not be accepted.
  • Refusal Handling:If products are returned due to refusal, we will only refund the cost of the product itself, excluding return shipping costs. The customer is responsible for the return shipping costs.

Contact Information and Working Hours

  • After-Sales Service Contact Information:For after-sales service, please contact us through our official website or authorized service centers.
  • Service Hours:Our working hours are Monday to Friday, 9:00 AM to 6:30 PM Beijing time (excluding public holidays). Please contact us during working hours if you need assistance.
  • Global Service Expansion:We continuously optimize our global service network to enhance the customer experience. U.S. customers can contact the U.S. service center from 8:00 AM to 5:00 PM Eastern Time, Monday to Friday, to minimize time zone impacts and provide faster service responses.

Additional Terms

  • Applicable Law:This policy applies to all purchases and service requests and is governed by the laws of the buyer's location.
  • Dispute Resolution:Any disputes should first be resolved through negotiation. If negotiations are unsuccessful, the disputes will be submitted to the arbitration agency in the buyer's location.

For complete details on our return policy, please refer to our terms and conditions.

Terms and Conditions

This agreement applies to all products purchased from us (“Viltrox”). Please read the following terms carefully, as submitting an order indicates your acceptance of these terms. This agreement includes binding arbitration and a class action waiver. If you wish to opt out of these terms, please follow the instructions in the dispute resolution section.

Definitions

  • “Product”:Refers to all goods or services sold on the company's website or through marketing materials promoting direct sales to consumers.
  • “Website”:Refers to the official online store website of the company.

Unless otherwise stated, all orders are subject to the terms and conditions of this policy, and other terms do not apply. All additional or modified terms are considered invalid.

Orders and Acceptance

  • All product orders must be accepted by the company and are subject to these terms. The company reserves the right to refuse any order or limit order quantities. Order confirmation does not constitute acceptance; acceptance is only deemed to occur after the product is shipped.
  • Submitting an order indicates full acceptance of these terms. If you do not agree, please do not submit the order.

Limited Warranty

  • For company-owned brand products, the warranty terms follow the warranty card accompanying the product.
  • For third-party brand products, you need to follow the warranty policy provided by the third-party manufacturer or supplier. The company does not provide any warranty for third-party products.

Software License

All software (including pre-installed software) is subject to the end-user license agreement. Please refer to the respective license agreements.

Payment Terms and Price Confirmation

  • Payment will be collected after the order has been shipped. We accept credit cards, PayPal, and other payment methods but do not accept cash, COD, or personal checks.
  • Price confirmation occurs during the order processing. If the price listed on the website is incorrect, the following terms apply: if the correct price is lower than the listed price, we will ship at the lower price; if the price is higher, we will contact you to confirm or cancel the order.
  • Additional retail delivery fees or sales taxes may apply in specific states (such as Colorado and Minnesota). Please refer to relevant state laws.