Refund policy
Vance Display - Return and Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This is subject to the strict exceptions below regarding customized products.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at info@vancedisplay.com. Please note that returns will need to be sent to our authorized warehouse address. To obtain the correct return address closest to your country, please email us beforehand. Items sent back to us without first requesting a return will not be accepted.
Damages and Issues (48-Hour Inspection Window)
Please thoroughly inspect your order upon reception. Contact us immediately at info@vancedisplay.com within 48 hours of delivery if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
To process a damage claim with the courier, please provide clear, high-resolution photos or videos showing:
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The external shipping boxes and shipping labels.
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The damaged or defective areas of the product.
Return Shipping and Fees
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For Quality Issues or Incorrect Items: Vance Display will cover all return shipping costs and provide a prepaid shipping label.
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For Customer Remorse, Dislike, or Wrong Size Ordered: The customer is fully responsible for organizing the return shipment and paying all return shipping costs, international freight, customs duties, and taxes. Additionally, a 15% restocking fee will be deducted from your final refund to cover warehouse inspection and repackaging costs.
Exceptions and Non-Returnable Items (Customized Products)
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Customized Products: Please note that all customized or personalized products (including but not limited to custom-printed tents, trade show displays with custom graphics, custom backdrops, branded banners, and personalized flags) are strictly non-refundable and cannot be returned, cancelled, or exchanged once production has commenced. These items are custom-made to your specific branding requirements and cannot be resold. We highly recommend reviewing your artwork proofs carefully before final approval.
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Clearance and Final Sale: Unfortunately, we cannot accept returns on clearance items, final sale products, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (if it is a non-customized standard item), and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. This applies only to standard, non-customized products. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we have approved your return, please contact us at info@vancedisplay.com.