Refund
Last updated: July 30, 2026
This policy applies to VisionRay Flow Series products purchased from the official VisionRay website or other authorized VisionRay sales channels.
For any return, refund, exchange, or warranty request, please contact us first at support@visionray.com. Unauthorized returns may be refused.
1. Return & Refund Policy
You may request a return and refund within thirty (30) calendar days from the delivery date.
To be eligible for a return, the product must be:
• Purchased from VisionRay or an authorized VisionRay sales channel
• Returned with valid proof of purchase, such as order number, receipt, or invoice
• In unused or like-new condition
• Free from physical damage, misuse, unauthorized modification, or tampering
• Returned with original packaging, accessories, manuals, charging cables, and all included items
For non-quality-related returns, the customer is responsible for return shipping costs.
For products with confirmed manufacturing defects, incorrect items, or shipping damage caused by VisionRay or our fulfillment partner, VisionRay will cover the return shipping cost or provide a reasonable return solution.
Refunds will be issued to the original payment method after we receive and inspect the returned product. Once approved, refunds are usually processed within 5-10 business days. Your bank or payment provider may require additional time to post the refund.
Original shipping fees are non-refundable unless the return is caused by a VisionRay error, confirmed product defect, or incorrect shipment.
2. How To Start A Return
To request a return, please email support@visionray.com with:
• Your order number
• Your full name
• Product model
• Reason for return
• Photos or videos if the product is defective, damaged, incorrect, or incomplete
After your request is reviewed, we will provide return instructions. Please do not send the product back before receiving approval.
Approved returns should be shipped to:
HY-607
3105 Sweetwater Rd, Suite 300-N
Lawrenceville, GA 30044
United States
Phone: 770-706-0596
This return address is for approved returns only. Returns sent without prior approval may be refused or delayed.
3. Situations Not Eligible For Return Or Refund
A return or refund may be rejected if:
• The request is made more than thirty (30) calendar days after delivery
• Valid proof of purchase cannot be provided
• The product, packaging, accessories, gifts, or manuals are missing or incomplete
• The product has been damaged by misuse, accident, improper storage, unauthorized repair, modification, or failure to follow instructions
• The product has signs of tampering, altered serial numbers, or removed labels
• The returned product is different from the product originally shipped
• The customer fails to ship the approved return within seven (7) calendar days after receiving return instructions
VisionRay currently does not designate any product category as final sale or non-returnable. However, all returns must meet the eligibility conditions above.
4. Exchange Policy
If your VisionRay Flow Series product has a confirmed manufacturing defect, or if you received an incorrect item, you may request an exchange within thirty (30) calendar days from the delivery date.
Please contact support@visionray.com with your order number, description of the issue, and supporting photos or videos.
After inspection and confirmation, VisionRay may provide a replacement product of the same model and specification, repair service, or refund, depending on the situation.
5. One-Year Warranty
VisionRay Flow Series products include a one (1) year limited warranty against manufacturing defects.
The warranty period starts from the purchase date shown on your valid proof of purchase, or from the delivery date if the delivery date is later.
During the warranty period, if a manufacturing defect is confirmed by VisionRay, we may provide repair, replacement, or another reasonable warranty solution.
The warranty does not cover:
• Damage caused by misuse, accident, improper handling, improper storage, or normal wear and tear
• Unauthorized repair, modification, disassembly, or alteration
• Damage caused by failure to follow product instructions or user manuals
• Products purchased from unauthorized sellers
• Products with missing, altered, or unreadable serial numbers
• Cosmetic damage that does not affect product function
• Loss of accessories or consumable parts unless caused by a confirmed manufacturing defect
6. Shipping Damage Or Missing Items
Please inspect your order as soon as it arrives.
If the outer package is visibly damaged, please take photos before opening it. If the product is damaged, incorrect, or missing items, contact support@visionray.com within seven (7) calendar days after delivery.
Please include your order number, photos of the package, photos of the product, and a description of the issue.
7. Order Cancellation
You may request to cancel your order before it has shipped.
Once an order has shipped, it cannot be cancelled. You may request a return after delivery according to this policy.
If VisionRay is unable to ship your order within the promised timeframe, we will notify you. You may choose to wait for the order or cancel it for a refund.
8. Other Notes
Only products purchased from VisionRay or authorized VisionRay sales channels are eligible for after-sales service under this policy.
Products purchased from third-party platforms or retailers may be subject to the return and refund policy of that platform or retailer. Please contact the original seller for support.
If a customer provides an incorrect shipping address, refuses delivery without VisionRay's instruction, or fails to collect the package, any resulting loss, return shipping cost, or storage cost may be the customer's responsibility.
Before sending a product back, please remove any personal data, accessories not originally included, stickers, or personal decorations. VisionRay is not responsible for loss of personal items left with returned products.
9. Contact Us
For any return, refund, exchange, or warranty request, please contact:
Email: support@visionray.com
Return Warehouse for Approved Returns:
HY-607
3105 Sweetwater Rd, Suite 300-N
Lawrenceville, GA 30044
United States
Phone: 770-706-0596
