Returns

Vivid Lumen Industries – Dealer Return & Refund Policy

Effective Date: February 2026

Vivid Lumen Industries accepts returns from authorized distributors only and under the conditions outlined below. All products must be returned to the original place of purchase. By completing a purchase, you agree to this policy.

1. Who Can Initiate Returns

Dealers must submit return requests through their authorized distributor.
Dealers must not ship product directly to Vivid Lumen unless instructed in writing.
Returns submitted outside the approved process may be refused.

2. Return Authorization (RMA Required)

All returns require a Return Authorization (RMA / Return #) issued by Vivid Lumen or your distributor before product is shipped.

Products returned without an RMA may be:

Refused
Returned to sender
Delayed in processing

3. How to Start a Return

To initiate a return request:

Submit the online Return Form:
👉 https://vividlumen.com/pages/return-form
Contact your authorized distributor
Speak with your Vivid Lumen sales representative

Do not ship any product until a Return Authorization has been issued.

4. Standard Return Eligibility

Returns Within 30 Days

Products may be returned for exchange or credit within 30 days of the original invoice date, provided that:

Product is unused, uninstalled, and in resalable condition
Product is returned in original packaging with all components
Product has not been modified, altered, or damaged

Non-Defective Returns (Up to 12 Months)

Non-defective products may be returned up to 12 months from the purchase date, subject to:

10% restocking fee
Customer-paid return shipping
Physical inspection approval
Product meeting all resalable condition requirements

Clearance and discontinued products are not eligible under this provision.

5. Annual Distributor Stock Returns

Active distributors may return excess inventory annually under the following terms:

Eligible for return of up to 5% of the previous year’s net purchases
Subject to a 15% handling & restocking fee
Only products purchased in the previous calendar year qualify
Credit is issued based on the original purchase price

Exclusions:

Clearance items
Discontinued / End-of-Life (EOL) products unless approved in writing

6. End of Life (EOL) & Clearance Policy

Products that are discontinued or placed on clearance are subject to the following:

Retroactive Pricing

Pricing is established based on product status, availability, and market conditions at the time of purchase.
Clearance or EOL pricing does not apply retroactively to completed transactions.

EOL Return Window

If a product is formally announced as End of Life (EOL), return requests must be submitted within 30 days of official notification and are subject to approval.

After this 30-day window, discontinued products are final sale.

Approved EOL returns may require a replacement order and are issued as account credit only.

Clearance Items

Clearance pricing applies to new orders only.
Clearance items are final sale and not eligible for return or price adjustment.

7. Saleable Condition Requirements

Returned products must:

Be free of rust, damage, or physical defects
Be unused and uninstalled

Product packaging must:

Have the original unbroken seal
Contain the correct quantity
Be clean, undamaged, and free of markings or labels not applied by Vivid Lumen

Do not write on product boxes.

8. Non-Returnable Items

The following items are not eligible for return unless approved in writing:

Installed or used products
Products damaged due to improper installation or handling
Clearance or final sale items
Discontinued products outside the EOL return window
Custom or special-order products
Products returned without an RMA

Warranty-related issues must follow the Warranty Policy and are not handled as standard returns.

9. Warranty vs. Returns (Important Distinction)

Returns apply to unused, resalable products
Warranty claims apply to defective products after installation

Installed or used products must be processed under the Warranty Policy, not as a return.

10. Return Shipping & Freight Responsibility

All return freight costs are the responsibility of the sender unless the return is due to a Vivid Lumen error
Vivid Lumen does not cover inbound or outbound freight on returns
Risk of loss or damage during transit remains with the sender until received

Recommended Carriers:

FedEx
Canpar
DHL
USPS
UPS Ground / Air

Once shipped, please provide:

Carrier
Tracking number

11. Inspection, Processing & Timing

All returns are subject to inspection upon receipt
Please allow up to 10 business days after inspection for credit processing

Approved returns may be issued as:

Credit to the distributor account, or
Replacement product (if applicable)

Return approval does not guarantee full credit.

Credits apply toward future purchases only. No cash refunds will be issued.

12. Return Shipping Addresses

(Use only the address provided with your RMA.)

12. Support & Contact

For return questions or assistance:

Dealers: Contact your authorized distributor
Distributors: Follow your standard Vivid Lumen RMA process

Email: sales@vividlumen.com
Phone: 1-888-498-5525

Hours of Operation:
Monday – Friday
7:30 AM – 4:00 PM (PST)

14. Policy Updates

Vivid Lumen Industries reserves the right to modify or update this policy at any time. Changes will be reflected with an updated effective date.