Refund policy

Return and replace policy

Return policy

According to the following conditions, You can request a replacement.

1. When the customer receives the package, he needs to open the bag in front of the delivery  staff , and find out if the goods has a quality problem;

2. The actual delivery of the goods is very different from the description of the website.

3. Replacement process: the customer asks the delivery staff to return the goods and then contact us. We will reship the goods for you, and the arrival time of the goods will be postponed.

The following conditions may be required to return.

1. Within two days after receiving the goods, the customer finds that the goods have obvious manufacturing defects;

2. The goods have been replaced once but still have quality problems;

3. The goods have not been received for 30 days after the promised delivery due to human reasons.

4. Return process: the customer need to contact with us within two days of receiving the package, and we will return your payment in three days from the bank.

 

We have the right to reject the customer's request for return or replacement in the following situations.

1. If the goods are damaged, but the delivery staff are not required to replace them on the spot when receiving the goods;

2. Return or exchange requirements exceeding the time limit for return or replacement of goods;

3. Incomplete return or replacement of goods or damaged appearance;

4. Customer shipping documents are missing or incomplete;

5. Products are not available from VStarcam online Store;

6. There is no quality problem of the goods itself.

Return and Replacement process

Vstarcam Customer service instructions

Dear Customer:

Thanking for supporting Vstarcam products! Sorry for inconvenience caused by your use. In order to be better and more efficient for your service, Our company has developed a specification for repair process. Please kindly note it.

1. It is suggested that before confirming if the product needs to be returned to the factory,  you can contact the customer service(Hotline : 400- 602 -9990 / QQ: 400-621-7868 ) to troubleshoot the problem or check the product problem in the agent store to see if it needs to be returned to the factory.  

2. If you return to the factory for repair, please kindly note the Notice of the return factory

The delivery address

The First floor, G Building,

Jiangxia Tech Park,Luozu community,Shiyan,Baoan,Shenzhen P.C.: 518055

Phone  numbers: 0755- 2673- 6182- 585

To: The maintain department

Other instructions

1. Attached is a piece of paper with the breakdown, detailed address, contact number, name and email address of your products, and a list of items returned to the factory.  

For example

2. In addition to power supply, other parts (bracket/screw/instruction/etc.) do not need to be returned to the factory to reduce maintenance time. Note: the power supply is best returned to the factory together to find out the cause of failure.

3. Please choose the "door-to-door" express service for returned products. It is not recommended to use surface mail or registered mail. In case of delay in receiving time , it cannot be handled in time, and our company does not have the service of picking up parcels to the express delivery company. Note: please note that we refuse to freight collect .  

For example

Customer service instructions

1. The Customer service of VStarcam one-year warranty is available for quality reasons.  

2. One year Warranty: Within 12 months from the date of purchase, when the user encounters any non-human fault during the use of the machine, the machine cannot work normally. You can contact Vstarcam customer service and enjoy free warranty service. Once we confirm the camera is fault , we will send new one to customer again . The customer dont need to send back the fault one to us. 

3. The purchase of the machine for more than one year shall be subject to material fees and labor fees (the charging standards shall be implemented according to the requirements of the state price department).

Refund Policy

We offer a 30-day return policy, giving you 30 days from the date of receipt to request a return.

Eligibility for Returns To qualify for a return, the item must be in the same condition as when you received it, unworn or unused, with original tags, and in its original packaging. A receipt or proof of purchase is also required.

Initiating a Return To start the return process, please contact us at help@vstarcam.com. Returns should be sent to the following address: [INSERT RETURN ADDRESS]. Once your return is accepted, we will provide a return shipping label and detailed instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

For any return-related questions, feel free to reach out to us at help@vstarcam.com.

Damages and Issues Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will assess the issue and make it right.

Exceptions / Non-returnable Items Certain items are not eligible for return, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions or concerns about your specific item, please contact us.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The quickest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

European Union 14-day Cooling-off Period For merchandise shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.

Refunds Once we receive and inspect your return, we will notify you about the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at help@vstarcam.com