Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, you must meet the terms below. Your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@vistauk.shop.

You can cancel your order within six hours of ordering. Within that window, we will provide a full refund without any questions. Outside that window, your order will be officially confirmed and readied for shipping.

Damages and issues
Please inspect your order upon reception and contact us 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.

We do not accept returns for orders where only the outer packaging is slightly damaged. If the outer packaging is significantly damaged upon arrival, we will assess each case individually. However, if the projector itself remains fully intact and functional, a return or refund will not be processed. We cannot prevent the general wear and tear of parcels during transit. If we accepted a return for every order with slightly damaged outer packaging, we simply would not be able to operate. Thank you for understanding.

 

Exceptions / non-returnable items

Customers must provide a legitimate reason for a return/refund. Due to our shipping arrangements, we cannot provide a refund simply because a customer no longer wants a product. There must be something wrong with the product itself. For example, the projector doesn't turn on. VISTA is not obligated to provide a full refund within the 30-day period for products that customers are unhappy with, find not up to their personal standards or have purchased accidentally. We encourage customers to research products carefully before purchasing, as we cannot issue refunds to customers based on personal preference.

Unless agreed, we cannot issue a refund while an order is in transit. An order must be delivered before any further steps can be taken, as we have already processed the order and paid for shipping.

Customers must ensure they enter the correct shipping address when purchasing. We cannot process refunds for customers who enter incorrect shipping details or who order accidentally. We do not accept liability for orders delivered to the wrong address if the correct shipping address was entered when purchasing. Mistakes made by local couriers are completely out of our control. The same applies to parcels left in insecure locations.

We cannot accept returns or issue refunds for VISTA Smart Projectors with temporarily unavailable apps. Platforms such as Netflix, Disney+ and AirPin can adjust their terms and conditions. Changes to these terms can lead to apps becoming temporarily unavailable on many electronic devices, including the VISTA Smart Projector. This is completely out of our control. Therefore, we cannot accept returns or issue refunds when this situation occurs. Please wait for the next online update to become available, when you will be able to access the apps again. We urge customers to consider this factor before purchasing. Please check our Troubleshooting Tips  for information on how to get around this.

We cannot accept returns or issue refunds for VISTA Smart Projectors with mirroring issues. Some streaming platforms such as Netflix and Prime have mirroring restrictions, limiting availability on many electronic devices. This is completely out of our control. We urge customers to consider this factor before purchasing.

We cannot accept returns or issue refunds for customers with WiFi/internet connection problems. Customers must take responsibility to ensure their own WiFi/internet connection is compatible and stable.

Please note that the projector has a built-in cooling fan to keep you and the device safe. The fan makes a low-level noise. Therefore, we cannot accept returns or issue refunds based on the noise of the fan. The fan is there to help the projector operate without danger.

Please note that some external speakers may produce a slight delay when connected via Bluetooth. We can only accept returns or issue refunds when there is an issue with the projector's built-in speaker. We urge customers to consider this factor before purchasing.

If you wish to make use of our 5-year extended warranty, you must purchase the warranty on the same order as the projector. The 5-year warranty is not valid if purchased after the projector, as customers could then purchase the warranty after their projector becomes faulty.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 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 support@vistauk.shop.