Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Conditions

  • Undamaged products may be returned for a refund for any reason within 30 days from the date of delivery.
  • In order to complete the return, you must have a proof of purchase.
  • After receiving and inspecting the returned products, Viztalab will process your refund.
  • Returns of products must be in its original condition, including all accessories, attachments and undamaged packaging materials, otherwise returns may not be approved.

To start a return, you can contact us at support@viztalab.com. 

Refund Scope

  • If the return is initiated for non-defective/non-error-related reasons (e.g., change of mind, accidental order), Viztalab may charge shipping fees for the return.
  • If the return is due to Viztalab‘s error (e.g., damaged/defective products, incorrect product shipped), Viztalab will fully cover return shipping fees. A prepaid return shipping label will be provided in such cases.
  • Original payment method refunds are required unless otherwise mutually agreed.

Process of Return and Refund

Request a refund. Please email to support@viztalab.com to submit a request, which needs to include your proof of purchase and SN code of the product. Once submitted, Viztalab will reply to you within 1 business day.

Ship your product. If Viztalab confirms your purchase is eligible for return, Viztalab will send you a prepaid shipping label via email.

After receiving your product, Viztalab will conduct a thorough inspection. If it is determined that the product is eligible for a refund, Viztalab will start the refund process. Inspection may take 1-3 business days.

Refund. The refund process may take 3-10 business days. If you have not received the refund after 14 business days, please contact us via support@viztalab.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Order Cancellation

  • Viztalab accepts purchase order cancellation before product shipment (for standard products) or before the start of production (for customized products).
  • For standard products, cancellations made within 24 hours of order placement incur 5% cancellation fees
  • Purchase orders cannot be canceled once the product has been shipped.