Last updated: August 8, 2026
30-Day Money-Back Guarantee
If the vSeeBox isn't for you, you may return it within 30 days of delivery for a refund. This policy explains exactly how the return process works, what is required, and what is not eligible.
1. The Return Process
- Email us within 30 days of delivery. Write to support@vseebox.app with your order number and clear photos of the box, the remote, all cables, and the original retail packaging.
- We approve and send a return shipping label. If the photos meet our return condition requirements, we will email you a prepaid return label. The cost of return shipping and a 5% restocking fee are both deducted from your refund.
- Drop the package off within 2 days. You have two (2) days from the date we send the return label to drop the boxed-up vSeeBox at any FedEx or USPS location. Please keep the tracking number until your refund has been issued.
- We verify and refund. When the return arrives at our warehouse, we inspect it for damage and completeness. Refunds typically post to your original payment method within 3–5 business days of verification.
2. Return Eligibility
A return is eligible for a refund only if all of the following are true:
- The return request was made within 30 days of the delivery date shown by the carrier.
- The vSeeBox, remote, and all cables and accessories are present and undamaged.
- The vSeeBox is in like-new condition with no scratches, scuffs, or signs of more than minimal use.
- The original retail packaging is included.
- The return is requested by the original purchaser and refunded to the original payment method.
3. Items Not Eligible for Return
We cannot accept a return when any of the following applies:
- The 30-day return window has passed.
- The unit shows physical damage, liquid damage, or signs of tampering.
- The remote, cables, or original packaging are missing or damaged.
- The return is shipped without prior approval from our support team.
- The return arrives outside the 2-day drop-off window after label approval.
4. Restocking Fee & Return Shipping
A base 5% restocking fee, calculated on the original product price, applies to all approved returns in like-new condition. The cost of return shipping is also deducted from the refund.
5. Condition Standards
The base 5% restocking fee assumes the unit arrives as it shipped — all accessories present, original packaging intact, and no visible signs of use. Returns that arrive in less-than-like-new condition may be subject to additional fees, up to and including full forfeiture of the refund.
Each return is inspected and photographed on arrival. If an additional fee applies, it is itemized with photos in the refund confirmation email so the customer knows exactly what was deducted and why.
Conditions that may incur additional fees include, but are not limited to:
- Fingerprints, dust, or visible smudges on the unit
- Missing or damaged retail packaging
- Scuffs, scratches, or wear on the unit or remote
- Missing or out-of-place cables or accessories
- Sticky residue, food or drink stains
- Smoke odor, pet hair, or pet odor
Conditions that are not eligible for any refund include:
- Physical damage to the unit, remote, or cables
- Liquid damage or signs of moisture exposure
- Evidence of tampering or attempted repair
- Non-functional or partially-functional units
- Removed or modified system software
- Substantial use beyond an evaluation period
6. Cancelling an Order Before It Ships
Orders may be cancelled by emailing support@vseebox.app before the order has been fulfilled and shipped. Because credit card processing fees charged to us at checkout are not returned to us by the payment processor when we issue a refund, a 5% cancellation fee is deducted from cancellation refunds to cover those non-recoverable costs. Once an order has shipped, cancellations are no longer possible and the standard 30-day return process above applies.
7. Original Shipping Is Non-Refundable
vSeeBox offers free outbound U.S. shipping. Although we did not charge for outbound shipping, the cost we incurred to ship the order to you is not refundable in the event of a return.
8. Risk of Loss During Return
Until your return arrives at our warehouse and is signed for, the package is the customer's responsibility. We strongly recommend keeping the tracking number until your refund has been issued. vSeeBox is not responsible for returns lost or damaged in transit.
9. Refused Delivery & Return-to-Sender
If a shipment is refused by the recipient or returned to us by the carrier as undeliverable (wrong address, no longer at address, unclaimed, etc.), the order will be treated as a return rather than a cancellation. Refunds will be issued less the 5% restocking fee, the original outbound shipping cost we incurred, and any return-shipping or carrier handling charges we are billed for. If the unit arrives back in less-than-like-new condition, additional fees may apply per the condition standards above.
10. Address Changes & Carrier Reroutes
Address changes after an order has shipped must be made directly with the carrier. Carriers typically charge an intercept or reroute fee of $15–$25, which is the customer's responsibility. We are not able to guarantee a successful reroute and are not liable for packages lost, delayed, or damaged as a result of a customer-initiated address change.
11. Unauthorized or Abandoned Returns
Returns shipped without prior approval, returns shipped outside the 2-day drop-off window, or returns that arrive at any address other than the one provided on the return label will not be processed. Such packages will be refused at delivery or, if accepted, held for 14 days for the customer to arrange pickup at their expense before being disposed of.
12. Partial Returns From Multi-Unit or Discounted Orders
If a discount, promotion, or bundle price was contingent on a multi-unit purchase and the customer returns part of the order, the discount is recalculated against the items kept. Any portion of the original discount that no longer applies will be deducted from the refund.
13. Used as Intended vs. Used for Evaluation
The 30-day return window is intended to allow a customer to evaluate whether the vSeeBox is right for them. Returns that show evidence of extended use — including significant viewing history on the unit, removed or modified system software, paired peripherals, or substantial wear inconsistent with an evaluation period — may incur additional fees up to and including full forfeiture of the refund, at our discretion.
14. Right to Refuse or Issue a Partial Refund
vSeeBox reserves the right to refuse a return, or to issue a partial refund, on any item that arrives damaged, scratched, with missing components, or showing signs of more than minimal use. If a partial refund is issued, the reason and the deduction amount will be itemized in the refund confirmation email.
15. Original Purchaser & Original Payment Method Only
Refund requests must come from the original purchaser. Refunds are issued only to the original payment method used at checkout. We cannot refund to a different card, a different account, or as store credit unless the original method is no longer available, in which case approval is at our discretion.
16. Warranty Claims Are Separate
This 30-day money-back guarantee covers returns for any reason. Hardware defects that appear after 30 days are handled under the 1-year limited hardware warranty included with every vSeeBox, not under this refund policy. Warranty claims are not subject to the 5% restocking fee or cancellation fee. To file a warranty claim, email support@vseebox.app with your order number.
17. Chargebacks
Please contact us at support@vseebox.app before filing a chargeback. We will always work to resolve a legitimate issue directly. Chargebacks filed without first contacting support, or after a refund has already been issued, will be contested with documentation including order confirmation, delivery confirmation, and our complete support correspondence with the customer.
18. Changes to This Policy
vSeeBox reserves the right to update this policy at any time. Returns are processed under the policy in effect on the date of the original purchase.
Questions?
Email support@vseebox.app and we'll get back to you within 3 hours during business hours (Monday–Friday, 9:00 AM – 6:00 PM PST).