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Returns Policy
Contacting Us: If you encounter any issues with your product, please don't hesitate to reach out to us at info@visualdigitallabs.com. We are here to assist you and resolve any concerns you may have. Before discarding or taking any action with the item, please allow us the opportunity to address the issue. Providing us with photographs of the problem will greatly help us understand the situation.
Refunds: In cases where a resolution cannot be reached, and it is deemed fair to issue a refund, we will gladly process the refund for you.
Time Period: As a valued customer, you have a window of 60 calendar days from the date of delivery to initiate a return. It's important to note that certain products may have undergone changes or are no longer available since their original production, rendering the return impractical. Setting a return deadline enables us to accurately track sales within a specific timeframe for reporting purposes. We appreciate your understanding in this matter.
Returns: We take great care in curating media for our products. The items you see on our website accurately represent what you will receive if installed as recommended. We encourage you to visit our product pages for helpful tips and often accompanying videos. If, despite the accurate representation, you still wish to return an item, it must be in the same condition as when it was mailed to you. Alterations to the product without our permission are not permitted. Additionally, partial use of a product with an attempt to return the remaining components for a full refund is not acceptable, as it leaves us with an incomplete set for future customers. Please note that certain items may be subject to a restocking fee if they show signs of use or installation.
If you initiate a return without any fault on our part, you will be responsible for the return shipping costs. We kindly request that you contact us first using our contact form before proceeding with a return. This allows us to prepare for the return and address any potential misunderstandings in advance.
Cancellations: While we respect your right to cancel an order, we ask you to consider the following points. If your order is processed before we receive your cancellation request, it may not be possible to cancel the order. In such cases, please refer to our returns policy.
Due to recent changes by credit card processors, including Shopify and PayPal, refunding credit card transaction fees is no longer possible, even for full refunds. Therefore, if you choose to cancel an order that is not our fault, we kindly request that you cover these fees. Additionally, considering the labor required to cancel your order, we are unable to recover the fees charged to us.
We appreciate your cooperation and understanding. If you have any further questions or require assistance, please don't hesitate to contact us.
Shipping
Expedited Shipping and Cut-off Times: Orders with expedited shipping services (such as UPS Next Day, Two Day, etc.) will generally be processed on the same day if purchased before 3 PM Eastern time. For USPS Priority Mail, although we make our best effort to ship them on the same day, processing can take up to 72 hours for orders placed between Friday evening and Monday.
If you require an item by a specific deadline, please contact us via email at info@visualdigitallabs.com.
Import Fees, Duties, Taxes: As a US-based company, we collect sales tax in the states where it is required. If you reside in a state where we do not collect sales tax, it is your responsibility to remit the appropriate amount of tax.
For international customers, any import fees, customs charges, or taxes imposed by your country's regulations are your responsibility.
Shipping Method: With the exception of expedited shipping methods (as mentioned above), we will make every effort to use the shipping method you have selected during checkout. However, there are certain conditions under which we cannot guarantee the same shipping method will be used:
1. The item needs to be shipped from a different warehouse location that does not support the selected shipping method due to stock availability.
2. The customer has underpaid for the chosen shipping method, but there is an alternative method available where we do not need to request an additional shipping fee.
For international orders, dimensional errors in rate calculations can occur, particularly for destinations farther from our location. Therefore, to fulfill your orders, we may need to make changes, even if a "Worldwide Expedited" method is selected. Please note that international rates beyond North America with "Worldwide Expedited" in their title will not be treated the same as domestic and North American "expedited" or "express" orders. In some cases, we may need to gather non-VD Labs items from different locations to fulfill your order, which may require additional processing time.
If you have a specific shipping method requirement, please leave a note in your order and contact us directly. If you have any doubts, please reach out to us BEFORE placing your order at info@visualdigitallabs.com.
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