Refund policy

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International Return & Refund Policy

At LEDWindow, we are committed to providing professional photographers worldwide with the highest standard of simulated natural light. Because our products are highly specialized and shipped globally from Brazil, we apply a clear and fair International Return & Refund Policy in compliance with cross-border commercial standards.

⚠️ IMPORTANT NOTE FOR INTERNATIONAL BUYERS: All international sales are final once customs clearance in the destination country has begun. Please review the detailed terms below regarding structural components, shipping damages, and manufacturing defects.

1. Cancellation Before Shipping

You may request a full refund and order cancellation at any time before the product has been dispatched to our international logistics courier. Once the tracking number is generated and the item leaves our headquarters in Jundiaí, Brazil, cancellations are no longer permitted.

2. Manufacturing Defects & Warranty

Every LEDWindow undergoes rigorous quality control, testing every single light stream and internal component before packaging.

Our products are backed by a comprehensive international warranty against manufacturing faults.
If an electronic component (such as the high-CRI LED matrix, specialized dual 100A/50A power supplies, or built-in dimmers) shows a defect, we will ship replacement parts or modules directly to your studio free of charge.
Before any warranty dispatch, our engineering team will conduct a remote technical assessment via video call to accurately diagnose the issue.

3. Shipping Damage & Insurance

All international shipments are fully insured against transit damage. If your package arrives with visible structural damage or deformation caused by the courier:

You must document the box with clear photos and videos before and during the unpacking process.
Contact our support team within 48 hours of delivery.
If severe transit damage prevents the window from safely functioning, we will handle the insurance claim directly with the carrier and coordinate the delivery of a replacement unit or structural hardware parts.

4. Returns Due to Change of Mind

Due to the complexity of international logistics, import/export duties, cross-border customs fees, and the large physical volume of our professional studio structures, we do not accept international returns based on a change of mind or buyer's remorse once the package has cleared Brazilian export customs.

We highly encourage all international clients to consult our matrix of products (PRO+, FIT+, MOB+) and review your studio layout requirements with our sales representatives via WhatsApp before finalizing your investment.

5. Customs, Taxes, and Refusal of Delivery

Clients are solely responsible for checking and paying all local import duties, VAT, or brokerage fees applied by the destination country's customs authority.

If a shipment is returned to Brazil or destroyed because the buyer refused delivery or failed to pay local import taxes, no refund will be issued.

6. Refund Processing Time

When a valid refund is approved (under Section 1 or via authorized warranty resolution):

The refund will be processed directly back to your original payment method (International Credit Card or Cross-Border Wire Transfer).
Please allow 7 to 14 business days for the transaction to reflect on your statement, depending entirely on your financial institution's processing times for international refunds.