Refund policy

Return & Refund Policy

At VIVID your satisfaction is our priority. If your order isn’t perfect, we’ll work with you to make it right.

Return Eligibility:

• Returns are accepted on most AVL, Pipe & Drape, and Carts & Cases products within 30 days of delivery if unused and in their original condition.
• There is a 15% restocking fee
• Customer is responsible for return shipping
• Custom or personalized products (including Prints, Threads, Spaces, and Church Launch services) are not eligible for return unless they are defective or damaged.

Return Process:

• To initiate a return or replacement, please email [team@vividexp.com] with your order number, a clear description of the issue, and photos showing the product and problem.
• Our support team will review your request and, if needed, request additional information.
• You’ll receive return instructions if your return is approved. Some items may not need to be sent back, depending on the issue and evidence provided.

Refunds & Replacements:

• When a return is approved, refunds will be issued to your original payment method within 7–10 business days or a credit will be issued
• Defective, damaged, or incorrectly shipped items are eligible for replacement at no extra cost, provided the issue is reported within the 30-day window and is not the result of incorrect use.
• Each return and replacement case is handled individually, as many of our products are shipped from different suppliers.

Important Notes:

• Items sent back without prior approval are not eligible for refund or replacement.
• Some suppliers may have additional requirements; we will guide you through any extra steps if necessary.