Return Policy

Returns for Unused PocketDabber Devices
All unused PocketDabber devices purchased through www.vividlabsusa.com may be returned for a full refund within fourteen (14) days of the purchase date.

Returns for Replacement Ceramic Heaters
All unopened replacement ceramic heaters purchased through www.vividlabsusa.com may be returned for a full refund within fourteen (14) days of the purchase date.

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Conditions for Return

You may return an unused product purchased at www.vividlabsusa.com within the return period, subject to the following conditions:

• All original packaging must be included in like-new condition.
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• All accessories and documentation must be included in undamaged, unused, new condition.
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• The product itself must be in undamaged, unused, like-new condition.
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• Proof of purchase (receipt) showing the date of purchase from www.vividlabsusa.com must be included.
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• Used PocketDabber Devices
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  • A PocketDabber device is considered used if the device shows any signs of use or damage. Used devices are not eligible for return due to hygiene and health reasons — once a device has been used, it cannot be resold or refurbished safely because of direct contact with the mouth and consumables.
• Opened Replacement Ceramic Heaters
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  • Replacement ceramic heaters are considered opened if the packaging seal has been broken or the product has been unwrapped. Opened heaters are not eligible for return due to hygiene and health reasons.

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How to Return Your Product

1. Contact Us: Email support@vividlabsusa.com with your order details and reason for the return. After confirming eligibility, we will provide the appropriate return address.
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2. Prepare Your Package: Customers are responsible for paying return shipping costs. Include the product and all required items listed above under “Conditions for Return.” Ensure your receipt clearly shows the product, purchase price, and date.
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3. Ship Securely: Use a reputable carrier (e.g., UPS or FedEx) with tracking. Keep your shipping receipt for your records.

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Refund Timing

Vivid Labs USA will process refunds to the original payment method within 10 business days of receiving and inspecting the returned product that complies with the above conditions.

• Shipping fees are nonrefundable.
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• Vivid Labs reserves the right to deduct the cost of return shipping from your refund if necessary.

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Additional Terms

• Return Authorization: Returns MUST be authorized before being sent. Unauthorized returns will not be processed.
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• Restocking Fee: All returned products are subject to a 20% restocking fee.
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• Used Products: No returns are accepted on used products.
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• Nonrefundable Shipping: Shipping fees cannot be refunded.
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• Direct Purchases Only: Refunds are available only for products purchased directly from www.vividlabsusa.com.

If you have any questions about this policy or need assistance initiating a return, please contact us at support@vividlabsusa.com.