Warranty
Warranty and Return/Exchange
The free warranty period is one year from the date of delivery. If your product encounters issues during normal use (excluding issues caused by misuse, abuse, negligence, modification, electrical problems, improper usage contrary to product instructions, natural disasters, improper installation, or repairs performed by individuals other than GVM or GVM-authorized service providers), you are eligible for returns or exchanges within 30 days and a 2-year warranty service.
Return/Exchange Within 30 Days
If you are dissatisfied with your purchase for any reason, you may return the product to GVM within 30 days of delivery. To process a return or exchange, you must contact GVM customer support to provide the correct order number. Returns must be authorized by GVM customer support. After authorization, you must provide a valid tracking number for the returned shipment.
If you return the product without authorization or fail to follow GVM’s return process, GVM will not cover any fees or costs associated with the return. Once the warehouse staff receives the returned product, refunds will be processed based on the following conditions:
| Country / Region | Return Period | Return Reason | Return Condition | Refund Amount | Return Shipping Paid by Customer | Original Shipping Paid by GVM |
|---|---|---|---|---|---|---|
| Europe / United States / Canada | 30 Days | No Reason Return | Original packaging and product intact | 100% | Yes | Return: No Exchange: Yes |
| Packaging box damaged, missing manual or warranty card | 95% | |||||
| Minor defects or missing low-value accessories (e.g. power cable) | 90% | |||||
| Missing major accessories (softbox, adapter, light stand, fixture) | Not Supported | |||||
| 30 Days | DOA / Product Malfunction | Original packaging and product intact | 100% | No | No | |
| Packaging box damaged, missing manual or warranty card | 95% | |||||
| Product intact but missing low-value accessories | 90% | |||||
| Product intact but missing high-value accessories | Refund will be deducted based on missing item value | |||||
| 30 Days | Product functional but with cosmetic defects or wear | Handled on a case-by-case basis. Priority is to offer partial refund compensation and encourage product retention. If the customer insists on return or exchange, it will be processed according to the defective product return policy. | ||||
Important Note:
GVM reserves the right to refuse returns or charge a restocking fee of at least 15%. All returned products must be in brand-new condition, placed in their original packaging (including the complete RMA code), and must include all packaging materials, warranty cards, manuals, any included free items, and accessories. The retail value of any free items retained by the customer will be deducted from the total refund amount.
Additionally, for logistics orders delivered to freight forwarding services, GVM is not responsible for any lost packages during transit from the courier service point to the warehouse. GVM reserves the right to make the final interpretation of such shipments.
2-Year Repair Service
Within 2 years, if the product encounters issues during use, GVM will provide free repair services under the following conditions:
| Service Period | Failure Reason | Repair / Replacement Fee | Return Shipping Paid by Customer | Outbound Shipping Paid by GVM | Remarks |
|---|---|---|---|---|---|
| Within 12 Months | Product failure during normal use | No | Europe: Yes United States: No |
Europe: No United States: Yes |
Customer covers one-way shipping |
| Failure caused by misuse or human damage | Yes | Yes | / | Customer covers one-way or round-trip shipping | |
| 12–24 Months | Product failure during use | Yes | Yes | Yes | Customer covers round-trip shipping |
| After 24 Months | Product failure during use | Yes | Yes | Yes | / |
Note:
If the product is discontinued or out of stock, making repair parts unavailable, GVM reserves the right to refuse repairs. After-sales repair services only support repair or replacement, not returns or refunds. If the product cannot be repaired, customers will need to purchase a new product, for which GVM can offer a discount. The fault conditions and discount rates are as follows:
Within 6 months:
- Fault caused by manufacturing: Free replacement.
- Fault caused by customer use: 25% discount.
6–12 months:
- Fault caused by manufacturing: Free replacement.
- Fault caused by customer use: 20% discount.
12–24 months:
- Fault caused by manufacturing: 25% discount.
- Fault caused by customer use: 15% discount.
After 24 months:
- Fault caused by manufacturing: 15% discount.
- Fault caused by customer use: 10% discount.
Packaging, Labeling, and Shipping
When returning a product, please complete the required information on the repair form, place the product and the invoice back into the original packaging, and affix the return label with the RMA number to the package. After shipping, immediately contact info@gvmled.com and provide the tracking code so that GVM's support team can monitor the shipment.
Non-Returnable Conditions
- Products cannot be returned after 30 days of receipt. In case of malfunctions, GVM provides repair services. Customers can contact GVM after-sales support for assistance.
- Products without valid proof of purchase, receipts, or invoices, or with evidence of forgery or tampering, are not eligible for return or exchange.
- Products purchased from non-GVM official websites or unauthorized platforms (including second-hand platforms and non-GVM authorized reseller websites) are not eligible for returns, exchanges, or warranty services.
- Products damaged due to unauthorized use or modification, improper installation and operation, moisture exposure, foreign objects (water, oil, sand, etc.), tampered product labels, serial numbers, waterproof marks, or natural disasters such as fire, flood, strong winds, or lightning are not eligible for returns. However, GVM can provide paid repair services.
Refund Process
Once we receive and inspect your item to ensure it is in good condition, we will process the refund to your account. Refunds take 7-10 days to process. In most cases, refunds will be issued to the original payment method. If the original payment method is unavailable, GVM may offer an equivalent gift card as compensation. For payments made by check, refund checks will be issued within 10 business days of the purchase date.
If you have any questions about GVM’s return and refund policies, please contact the GVM after-sales support team:
Email: info@gvmled.com