Política de reembolso


We want you to feel confident when shopping with us. If for any reason you are not satisfied with your purchase, we gladly accept returns as long as the item meets the conditions outlined below.

14-day Return and Exchange Period

Return and exchange requests for any Vusi Studios product must be submitted within 14 calendar days after delivery. A product may have been installed or used. Installation or use does not automatically make a product ineligible. 

  • To qualify for a return or exchange, the product must be:
  • Complete with all supplied parts, hardware, accessories, and components.
  • In full working condition.
  • Free of customer-caused damage, unauthorized modification, tampering, or excessive wear.
  • Safely packaged for return according to the instructions provided by Vusi Studios.

Original packaging should be included when available. Missing packaging does not automatically make a return ineligible, but the customer remains responsible for packaging the product safely and returning all supplied items.

Return and exchange eligibility is determined by Vusi Studios after inspection, subject to applicable law. Submitting a request or receiving return instructions does not guarantee a refund or exchange.

Non-Refundable Situation

  • A return or exchange may be refused when:
  • The request is submitted more than 14 calendar days after delivery.
  • The product is not in full working condition.
  • Parts, hardware, accessories, or components are missing.
  • The product has customer-caused damage, unauthorized modification, tampering, or excessive wear.
  • The product was used outside its intended purpose or applicable instructions.
  • The return was shipped without authorization or contrary to the provided return instructions.
  • The returned package is damaged because it was not packaged safely.

Installation by itself is not a reason to refuse a return. However, installation damage, removal damage, missing installation components, or a product that no longer works may make the return ineligible.

These conditions do not limit rights that apply to a verified manufacturing defect, damage on arrival, or other rights that cannot be excluded under applicable law.

Return Shipping Costs

The customer is responsible for return shipping costs unless Vusi Studios confirms otherwise in writing or applicable law requires otherwise. Use tracked shipping and retain the receipt and tracking information. Vusi Studios is not responsible for a return before it is delivered to the approved return address.

International Returns

International returns must be:

  • Shipped DDP (Delivered Duty Paid).
  • Declared to the carrier and customs authority as a return of product.
  • Sent according to the return instructions provided by Vusi Studios.

The customer is responsible for return freight, duties, taxes, brokerage, and related charges unless Vusi Studios confirms otherwise or applicable law requires otherwise. Duties or charges caused by an incorrectly declared or non-DDP return may be deducted from the refund where permitted by law.

Inspection and Refund Issuance

Vusi Studios will inspect the returned product, included components, working condition, and return condition.

If the return passes inspection, Vusi Studios will issue the approved refund immediately to the original payment method. After the refund is issued, processing time depends on the payment provider and the customer's bank. For refunds processed through Shopify Payments, it may take up to 10 business days for the customer to receive the funds. 

Original shipping, return shipping, duties, taxes, brokerage, installation,  removal, and other related costs are not refundable unless Vusi Studios confirms otherwise or applicable law requires otherwise.

Exchanges

An eligible product may be exchanged within the same 14-calendar-day period. Exchanges are subject to inspection, product availability, price differences, and Vusi Studios approval.

Vusi Studios may process an exchange as a return and a separate replacement order. A replacement or exchange is not dispatched until the returned product passes inspection and any required price or shipping difference is resolved.

Order Cancellations

An order may be canceled only before dispatch. Once an order has been dispatched, it cannot be canceled and must follow the return or exchange process after delivery. A cancellation is not complete until Vusi Studios confirms that it was successfully canceled in the order system.

Damage On Arrival

Damage-on-arrival claims for any product must be reported to support@vusistudios.com within 7 calendar days after delivery. A claim submitted after the deadline is not eligible as a damage-on-arrival claim.

Include the following with a damage-on-arrival report:

  • Order number and proof of purchase.
  • Delivery date.
  • Clear photos of the shipping package, product, and damage.
  • A clear, unedited video showing the product's condition and reported issue when the issue cannot be fully shown in photos.

Keep the product, original packaging, and included components until the claim has been reviewed. Damage-on-arrival claims are also governed by the Product Warranty Policy.

How to Request a Return, Exchange, Cancellation, or Refund Review

Email support@vusistudios.com with all relevant information in one message:

  • Order number.
  • Delivery date, if delivered.
  • Reason for the request.
  • Clear photos and a clear, unedited video when product condition or operation is relevant.

Do not send a product back until support provides authorization and the correct return instructions.

Contact

Vusi Studios Inc.
Ottawa, Ontario, Canada
support@vusistudios.com

This policy does not limit rights that cannot be excluded under applicable consumer law.