At VisionGrid CCTV, we value our customers and strive to provide high-quality CCTV and security products that ensure safety, reliability, and satisfaction. Our Refund and Returns Policy is designed to make your shopping experience transparent and hassle-free.
1. Eligibility for Returns
We accept returns within 14 days of delivery. To qualify, items must be unused, undamaged, and returned in their original packaging with all accessories, manuals, and documentation included. Products showing signs of installation, physical damage, or missing components will not be accepted.
2. Return Process
To initiate a return, please contact us at info@visiongrid.store with your order number, product name, and reason for return. Once your request is reviewed, we’ll provide return instructions and a return authorization number. Customers are responsible for return shipping costs unless the item is defective or shipped incorrectly.
3. Damaged or Defective Products
If your order arrives damaged or defective, notify us within 7 days of delivery at info@visiongrid.store. Include your order details and photos or videos of the issue. After verification, we will offer a replacement, store credit, or a full refund. Please ensure the product is returned in its original condition with all included materials.
4. Refunds
Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5–10 business days to your original payment method. Shipping charges are non-refundable unless the return is due to an error on our part.
5. Non-Returnable Items
Certain items cannot be returned, including:
- Opened software or digital licenses
- Installed or used CCTV cameras and recorders
- Custom-configured or special-order products
- Clearance and final-sale items
6. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same model, contact us at info@visiongrid.store with your order information and issue details.
7. Order Cancellations
Orders can be canceled before shipment. Once dispatched, cancellations are not possible, and the order will fall under our standard return policy after delivery. To request a cancellation, contact us as soon as possible with your order number.
8. Contact Information
For all return, refund, or exchange inquiries, please reach out to our support team at info@visiongrid.store. Our representatives are ready to assist you with any concerns regarding your purchase.