If you receive a damaged or defective item from VisionBeam, it's important to notify us promptly so we can resolve the issue for you. Although we take extensive care in packaging our products, occasional damage during shipping may occur. This article outlines the steps to report a damaged item and what to expect from our resolution process.
Reporting a Damaged or Defective Item
If your item arrives damaged or defective, please notify us within 48 hours of delivery. To report a damaged item, please email us at hello@vision-beam.com with a clear photo of the damage. This will help us determine your eligibility for a replacement at no additional cost. Please include the following details in your email:
- Order number
- Item name and description
- Brief description of the damage
- Clear photo of the damage
Once we receive your email, our team will review the information and determine if you qualify for a replacement. If eligible, we will send you a new item as soon as possible. Note that we do not refund, replace, or accept returns for items damaged through normal use, wear and tear, or misuse.
Items That Qualify for a Replacement
We consider an item damaged if it has a defect or if the product is physically broken. Damaged packaging that occurred during shipping, such as dented boxes, with a product in good condition is not considered damage. If your item qualifies for a replacement, we will send you a new item at no cost to you.
Alternative Solutions
If you do not qualify for a replacement, we may be able to offer an alternative solution. For example, we may provide a discount on a future purchase or offer store credit. If you have any questions or concerns, please do not hesitate to contact us.
Key Takeaways
- Report a damaged item within 48 hours of delivery by emailing us at hello@vision-beam.com and including a clear photo of the damage.
- Include your order number, item name and description, and a brief description of the damage in your email.
- We will determine if you are eligible for a replacement at no cost to you.
- Damaged packaging that occurred during shipping with a product in good condition is not considered damage.
- We do not refund, replace, or accept returns for items damaged through normal use, wear and tear, or misuse.
Final Thoughts
We understand how frustrating it can be to receive a damaged item, and we aim to make the reporting process as straightforward as possible. By following the steps outlined above, you can quickly and easily report a damaged item and receive a replacement, provided you notify us within 48 hours of delivery and provide clear photos of the damage. While we take pride in our packaging process to prevent damage during shipping, accidents can happen. Rest assured, we are committed to providing you with the best possible customer service and resolving any issues promptly.