Refund policy

PRODUCT LOST / STOLEN:

If you encounter any of the issues below, we provide a 7-day after-sales service after the parcel is received.

Delivery failure. If a signed/delivered parcel is unclaimed by your customer, or the tracking information alert (incorrect/insufficient address, unknown recipient, lack of phone number/door number, etc.), it will be returned to the local processing center. Within 7 days from the delivery date, we can arrange a redelivery attempt at the cost of 15 USD per parcel upon request. An updated contact information or receiver’s address is required (the new address must be within the same country). Failure of the second attempt will trigger the closure of this order. Aftersales service will not be eligible after 7 days and the parcel will be discarded as default.

Please inspect your order upon reception and contact us (elect.vista.customer@gmail.com) immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Clarification on Mismatched Delivery Addresses:

When products are procured and shipping services are obtained through us, deliveries are made directly to the end consumers based on customer's address recorded on our website.

The product is missing/incorrect/stolen. We will gladly issue a corresponding refund to customer, but the above requirements apply to the situations belowis required:
* If only one product was sent missing: the customer needs to provide a photo of all the items received with the shipping label.
* If the product is incorrect: the customer received a different sizing or wrong item, a photo of all the items received with the shipping label is required.

DAMAGED / DEFECTIVE PRODUCT:

If you receive a product that is damaged or defective, we will gladly issue a full refund or reshipment as long as it's within 7 days of an order being delivered. The only requirement is proof of the damaged or defective product (photo or video), shipping slip, and barcode along with the request. You can send the image and/or video to your dedicated support.
Scratches and dents are not covered by the damage policy. If your item requires additional packaging, please contact us to discuss packaging optimization details and associated costs.

To start a return, you can contact us at elect.vista.customer@gmail.com.
If our return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refund terms for Customized Products: 

Due to the inherent costs associated with sourcing specific materials for customized products, as well as the unique molding and pattern-making expenses that cannot be repurposed or resold. All custom-made product orders are non-refundable once payment has been made, regardless of the reason. We will not process any refund requests nor bear any costs related to the customized products. If there's a clear quality issue with the custom-made item, buyers are entitled to request a remake.

Force majeure: We is not responsible for shipment issues caused by force majeure, such as natural disasters, strikes, or war outbreaks.

LONG SHIPPING:

For any order under that arrived 30+ days after the estimated shipping time, we will gladly refund you or reshipment. Unbranded shipping options are not eligible for aftersales service.
Addresses in remote areas and PO BOX: Since we cannot guarantee the delivery success rate and timeliness, aftersales service is not eligible in this case.

Refund process:
Refund processing time will take about 14 business days after accepting your refund request. Refund will be returned via the original payment method and it might take several business days for the fund to appear in the seller’s balance depending on different payment methods. We is not responsible for transaction fees or handling fees charged by your payment service provider.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’ve approved your return, please contact us at elect.vista.customer@gmail.com

Exceptions / non-returnable items:
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.