Warranty & Returns

Warranty & Returns

At vBoxStudio, we stand behind every product we sell. Our warranty and return policies are designed to give you confidence when investing in professional live production equipment.

Manufacturer Warranty

Standard Coverage

All vBoxStudio products include a 1-year manufacturer warranty from the date of delivery. This warranty covers defects in materials and workmanship under normal use conditions.

What Is Covered

• Manufacturing defects in components and circuitry
• Faulty mechanical parts (pan/tilt motors, joystick mechanisms, switches, buttons)
• Premature failure of electronic components under normal operating conditions
• Firmware issues present at the time of purchase
• Defective connectors, ports, or cabling included with the product

What Is Not Covered

• Physical damage from drops, impacts, liquid exposure, or improper handling
• Damage caused by power surges, incorrect voltage, or non-approved power supplies
• Unauthorized modifications, disassembly, or repairs by non-authorized personnel
• Normal wear and tear (cosmetic scratches, cable wear, rubber grip degradation)
• Damage resulting from use outside the product’s documented specifications
• Software or firmware issues caused by third-party modifications
• Accessories and consumable parts (batteries, cables purchased separately)

How to Make a Warranty Claim

1. Contact our support team through our contact page with your order number, product name, and a description of the issue. Include photos or a short video if possible.
2. Receive an RMA number. Our team will assess your claim and, if approved, issue a Return Merchandise Authorization (RMA) number within 2 business days.
3. Ship the product. Send the item to us using the provided RMA shipping instructions. Package the product securely in its original packaging if available.
4. Repair or replacement. Once received and inspected, we will repair or replace the defective product at no charge. Turnaround time is typically 7-10 business days after we receive the item.

If the product is no longer available, we will offer a replacement of equal or greater value, or a full refund at your choice.

Return Policy

30-Day Return Window

We accept returns within 30 days of delivery. If you are not completely satisfied with your purchase, you may return it for a refund or exchange.

Return Conditions

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

• The item must be in its original, unused condition
• All original packaging, accessories, manuals, and cables must be included
• The product must not show signs of installation, mounting, or use beyond initial inspection
• You must provide your order number or proof of purchase

Products returned without original packaging or with missing accessories may be subject to a restocking fee of up to 15%.

Non-Returnable Items

• Products with custom firmware configurations requested at the time of purchase
• Items marked as final sale or clearance
• Products that have been mounted, installed, or show evidence of use beyond initial testing

How to Start a Return

1. Request a return through our contact page within 30 days of receiving your order. Include your order number and reason for return.
2. Receive return instructions. We will provide an RMA number and shipping address within 2 business days.
3. Ship the product back. Pack the item securely in its original packaging. You are responsible for return shipping costs unless the return is due to our error or a defective product.

Refunds

Processing Time

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. Approved refunds are processed within 5-7 business days to your original payment method.

Refund Details

• Full refund — issued for products returned in original condition within the 30-day window
• Partial refund — may apply if the product is returned with missing accessories or packaging (up to 15% restocking fee)
• Original shipping costs are non-refundable unless the return is due to a defective product or an error on our part

Please allow an additional 3-5 business days for the refund to appear on your statement, depending on your bank or payment provider.

Exchanges

If you need to exchange a product for a different item, contact our support team through the contact page. Exchanges follow the same 30-day window and condition requirements as returns. If there is a price difference, we will charge or refund the difference accordingly.

Damaged or Defective Items

If your product arrives damaged or defective:

1. Contact us immediately — ideally within 48 hours of delivery
2. Document the damage with clear photos of the product and packaging
3. Do not discard the packaging — it may be needed for a shipping carrier claim

We will arrange a free replacement or full refund for items that arrive damaged or defective. Return shipping for damaged/defective items is covered by vBoxStudio.

Shipping for Returns

• Standard returns: The customer is responsible for return shipping costs
• Defective/damaged products: vBoxStudio covers return shipping
• Warranty claims: vBoxStudio covers return shipping
• Our error (wrong item shipped): vBoxStudio covers return shipping

We recommend using a trackable shipping service and purchasing shipping insurance for returns. vBoxStudio is not responsible for items lost or damaged during return transit.

International Orders

Our warranty and return policies apply equally to international orders. Please note:

• International return shipping costs are the customer’s responsibility (unless the item is defective)
• Any customs duties or import taxes paid on the original order are non-refundable by vBoxStudio — contact your local customs authority for duty refund procedures
• International warranty repairs may have extended turnaround times due to shipping

Contact Us

For warranty claims, returns, or any questions about our policies, reach out through our contact page. Our support team typically responds within 1 business day.