Shipping, Exchanges, & Returns

We always do our very best to look after our customers! We stand behind our products and services and want you to be 100% satisfied with your purchase. Each order is packaged and shipped with great care. Our philosophy is to deal with you respectfully, amicably, ethically, and reasonably; we hope you will reciprocate this philosophy when interacting with us.

A. SHIPPING

Your order will only ship after it is paid for in full. We have had success shipping to commercial and residential addresses in many countries. That being said, please understand there are restrictions on some products in select countries and/or regions due to regulations, availability, manufacturer requirements, etc. When you place an order with Envision, we will provide you with a shipping quote and estimate for shipment date (i.e. departure from Envision's offices). Some products may offer options for expedited shipping. The expected delivery or arrival date depends on the chosen shipping method. Envision offers competitive shipping rates. Most shipping rates are calculated by dimensional weight and/or volume. Please understand that all shipping quotes, VATs, duties, fees, and other applicable taxes must be paid for by the customer. Upon arrival, the customer is responsible for all processes and expenses related to customs-clearance (i.e. "DDU" or Delivery Duty Unpaid).

B. ENVISION'S EXCHANGE POLICY IS SIMPLE

  • Absolutely no exchanges for purchases of "Pre-Owned" hardware products, "Pre-Owned" software products, services, and/or products purchased from the inventory of other distributors / resellers.
  • For purchases of "New" products, we only exchange items that are defective and/or damaged at the fault of Envision or the manufacturer (at Envision's discretion). To request an exchange, please email exchanges@envision.store with "Request for Exchange" in the subject line and provide full details in the email body.
  • All exchange requests must be submitted no later than 5 days from the date of delivery. Please understand that sending us an email does NOT guarantee a refund and all requests are reviewed on a case-by-case basis.
  • If your exchange is approved, please follow the shipping instructions provided below (under the section "How do I file a request...").
  • Please understand that all shipping costs, VATs, duties, and other applicable taxes must be paid for by the customer.

C. ENVISION'S REFUND POLICY IS SIMPLE

  • Absolutely no refunds for purchases of "Pre-Owned" hardware products, "Pre-Owned" software products, services, and/or products purchased from the inventory of other distributors / resellers.
  • For purchases of "New" products, all refund requests must be submitted no later than 10 days from the date of delivery. Please understand that completing and submitting this form does NOT guarantee a refund.
  • If your refund is approved, Envision does not charge restocking fees to our customers.
  • Please understand that all shipping costs, VATs, duties, and other applicable taxes must be paid for by the customer.

D. HOW DO I FILE A REQUEST FOR REFUND?

  1. Please complete a Return Merchandise Authorization (RMA) form. This form is found here.
  2. For refund eligibility, your products must be in brand new condition (unused and free of defects), include the original box, and include all provided accessories/components (e.g. chargers, cables, manuals, etc.). Please give us 7 days to review your request.
  3. If your return is authorized by Envision, you are responsible for paying all shipping costs, VATs, duties, and other applicable taxes to return your purchase. If you received a return label from Envision, the shipping cost(s) will be deducted from your refund.
  4. If your return is authorized by Envision, please make sure to carefully clean the products. Understand that lenses, sensors, optics, and electronics are delicate components.
  5. If your return is authorized by Envision, please carefully package your products in the same boxes that you received them. To protect the products against damage during shipment, please liberally add packing materials as needed (e.g. bubble wrap, peanuts, foam, cloth, etc.).
  6. Ship the goods to the following address:

    Envision Global, LLC
    Attention: Returns Department

    4 Weathervane Drive
    Leominster, MA 01453 
    United States of America


    *Please note: Envision does NOT guarantee that we will receive your shipment. We highly recommend using a trackable shipping service and/or purchasing shipping insurance*
  7. When your shipment is received, Envision will perform a thorough inspection and notify you of the approval or rejection decision within 3 business days. If your request for refund is approved, expect your refund to be processed in 7 days. The credit will be issued to your credit card or original method of payment. If the contents and condition of your shipment does not match our expectations (as per your RMA form), Envision reserves the right to reject your refund. If your return is rejected, you shall be notified by email and we shall coordinate sending the goods back to you.

E. WHERE IS MY REFUND?

Assuming your RMA and shipment was approved by Envision and 7 days have elapsed since Envision received your returned goods, please check your bank account once more and then contact your credit card company. Occasionally, the bank and/or credit card company takes additional time to process and acknowledge your refund. If still no luck, please contact us at returns@envision.store with "Return Status" in the subject line.