Returns & Refunds Policy

Last Updated: 3 October 2026

1. General Return Policy

REDJET does not normally accept products for return merely because a customer:

• Changes their mind
• No longer wants the product
• No longer requires the product
• Ordered an unsuitable product
• Ordered the incorrect model or quantity

This policy does not remove any mandatory Consumer right which cannot lawfully be excluded.

2. Business-to-Business Orders

Business-to-Business orders are not returnable due to a change of mind unless REDJET expressly agrees otherwise in writing.

This applies to purchases made primarily for commercial or professional purposes, including purchases by:

• Distributors
• Dealers
• Resellers
• Rental companies
• Event companies
• Production companies
• Installers
• System integrators
• Other professional users

3. Consumer Orders

REDJET does not voluntarily provide a general change-of-mind return programme.

However, where mandatory Consumer legislation applicable to a particular transaction provides the customer with a cancellation, withdrawal, return, refund or other remedy which cannot legally be waived, REDJET will comply with that mandatory requirement.

4. Mandatory Consumer Rights

Nothing in this policy is intended to exclude or restrict statutory rights that applicable law does not permit REDJET to exclude.

Where mandatory local law gives a Consumer greater rights than those stated in this policy, the mandatory legal requirement will apply.

European Union / EEA Consumer Purchases

Where European Union or European Economic Area distance-selling consumer law applies to the transaction, an eligible Consumer generally has a 14-day statutory withdrawal period for online purchases, subject to the applicable legal conditions and exceptions.

Where the Consumer exercises a statutory withdrawal right and applicable law permits the customer to bear the direct cost of return, REDJET will provide the required return instructions. This does not affect REDJET’s obligations for incorrect, defective or non-conforming goods.

Custom-made, personalised or clearly customer-specific products may be excluded from a statutory withdrawal right where the applicable law provides such an exception.

5. Custom and Special-Order Products

Subject to applicable mandatory law, products which are specially manufactured, modified, personalised or procured specifically for a customer may not be eligible for cancellation or voluntary return.

This may include:

• Custom-manufactured products
• Special-order products
• Personalised products
• Customer-specific configurations
• Custom cable lengths
• Products manufactured specifically for a project

6. Incorrect Products

If REDJET sends a product materially different from the product ordered, the customer should contact REDJET promptly.

Where the error is confirmed, REDJET will provide an appropriate remedy which may include:

• Replacement
• Return
• Refund
• Another appropriate remedy required by applicable law

7. Defective Products

If a product appears to be defective, customers should contact REDJET Technical Support before returning the product.

Many technical issues can first be investigated through:

• Remote technical diagnosis
• DMX configuration checks
• Firmware checks
• Power supply checks
• Electrical connection checks
• Installation checks
• Operating-setting checks

8. Shipping Damage

Shipping damage should be reported promptly after delivery.

Customers should, where reasonably possible:

• Keep the original external packaging
• Keep the internal packaging
• Keep the shipping label
• Photograph the damaged carton
• Photograph the product
• Provide a description of the damage

9. Return Authorisation

No product should be returned without first contacting REDJET unless mandatory law provides otherwise.

Please contact:

support@redjetstage.com

Please provide where applicable:

• Order number
• Invoice number
• Product model
• Serial number
• Description of the issue
• Photographs
• Video where useful

10. Return Address

Products must not automatically be returned to REDJET’s registered Hong Kong office.

Where a return is authorised or legally required, REDJET Customer Support will provide the appropriate:

• Warehouse address
• Service centre
• Repair facility
• Other approved return location

11. Return Shipping Costs

Where REDJET voluntarily accepts a return which is not caused by a REDJET error or defect, the customer may be responsible for return shipping costs.

Where REDJET supplied the incorrect product, a covered manufacturing defect is confirmed, or applicable mandatory law requires REDJET to bear return costs, the costs will be handled in accordance with the applicable requirements.

12. Condition of Returned Products

Where a voluntary return has expressly been authorised by REDJET, the product should normally be returned complete and appropriately packaged.

Customers should include accessories, manuals and other supplied components where reasonably possible.

13. Refund Approval

A refund will be issued where REDJET confirms that a refund is due under applicable law, warranty terms, an authorised return agreement or because of a confirmed REDJET error.

14. Refund Method

Approved refunds will normally be issued to the original payment method.

REDJET normally cannot redirect a card refund to an unrelated bank account or different payment instrument.

15. Refund Processing Times

After REDJET submits an approved refund, additional processing time may be required by:

• Stripe
• The card network
• The payment provider
• The customer’s card issuer
• The customer’s bank

REDJET does not control the internal processing times of third-party financial institutions.

16. Refused Deliveries

Customers should contact REDJET before refusing a shipment.

Where delivery is refused without a valid legal reason or confirmed REDJET error, resulting costs may be charged or deducted where permitted by law.

These costs may include:

• Outbound shipping
• Return freight
• Customs costs
• Brokerage charges
• Storage charges
• Other logistics expenses

17. Chargebacks and Payment Disputes

Customers are encouraged to contact REDJET Customer Support first where there is a problem with an order so that the matter can be investigated and resolved promptly.

Nothing in this provision prevents customers from exercising rights available under applicable law or through an authorised payment provider.

18. Warranty Claims

Defective-product claims may also be subject to the REDJET Warranty Policy.

View Warranty Policy

19. Contact