Refund policy

We want you to be happy with your order. If something isn't right, you can request a return within 14 days of delivery.

Return window
Returns must be requested within 14 days of the date your order was delivered, as shown by carrier tracking. Requests made after 14 days can't be accepted.

Eligibility
To be eligible for a return, your item must be:

Unused and in the same condition you received it
In its original packaging, with all accessories, manuals, and inserts included (for camcorders: battery, remote, charger, USB cable, and carrying bag)
For apparel: unworn and unwashed, with tags attached

You'll also need your order number as proof of purchase. If a returned item has been used, was damaged after delivery, or is missing parts, we may refuse the return or issue only a partial refund.

How to start a return
Email jviatorproducts@gmail.com with your order number and the reason for your return. Please don't send anything back until your return has been approved.

Once your return is approved, we'll email you a prepaid return label and drop-off instructions. Returns are processed by our fulfillment partner, so the address on your label may be different from our business address.

Use only the return label we provide.
Ship your return within 7 days of receiving the label, and keep your drop-off receipt.
Items sent to any other address, or sent without an approved return request, will not be accepted or refunded.

Restocking fee
Returns for reasons other than a damaged, defective, or incorrect item may be subject to a restocking fee of up to 5% of the item price, depending on the item and its condition. If a fee applies, we'll tell you before you ship your return. Restocking fees never apply to damaged, defective, or incorrect items.

Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, email us within 14 days of delivery with your order number and photos or a short video showing the issue. After we review it, we'll send a replacement or issue a full refund. In some cases, you won't need to send the item back.

Lost or delayed orders
If your order hasn't arrived within 30 days of shipping, contact us and we'll send a replacement or issue a refund. If tracking shows your order as delivered but you can't find it, check with neighbors and your local carrier, then contact us within 3 days of the delivery date. Please make sure your shipping address is correct at checkout. We aren't responsible for orders shipped to an incorrect address entered by the customer.

Exceptions / non-returnable items
The following items cannot be returned: items marked Final Sale, gift cards, used items, items missing parts or original packaging, custom or personalized products, perishable goods, personal care goods, and hazardous materials. Please contact us if you have questions about a specific item.

Exchanges
The fastest way to get what you want is to return the item you have and, once the return is approved, place a separate order for the new item.

European Union 14-day cooling-off period
If your order is shipped to the European Union, you may cancel or return it within 14 days of receiving it, for any reason and without justification. Contact us at jviatorproducts@gmail.com to start your return, and we'll provide return instructions. We'll refund the price you paid, including standard delivery charges, within 14 days of receiving your return. No restocking fee applies to EU cooling-off returns. You may be responsible for any loss in value caused by handling the item beyond what's needed to examine it.

Refunds
We'll notify you once your return has been received and inspected, and let you know whether your refund was approved. Approved refunds, minus any applicable restocking fee, are issued to your original payment method within 10 business days. Your bank or card company may take additional time to post it. Original shipping charges are non-refundable unless the item arrived damaged, defective, or incorrect, or unless the EU cooling-off period applies.
If more than 15 business days have passed since your refund was approved, contact us at jviatorproducts@gmail.com.

Before contacting your bank
If there's any problem with your order, please email us first at jviatorproducts@gmail.com. We respond within 2–3 business days and will work with you to make it right.