Refund policy

Return Policy


We stand behind the quality of our product and want to ensure your satisfaction. Please review our return policy below for details on returns, refunds, and exchanges.

  1. Return Eligibility

    1. Timeframe: Returns are accepted within 14 days from the date of delivery for a full refund or exchange, provided the product meets the conditions outlined below.

    2. Condition: The Lightbox must be returned in its original condition, including all components (e.g., cables, accessories, documentation, and packaging). The product must be free from physical damage, excessive wear, or modifications not authorized by the manufacturer.

    3. Proof of Purchase: A valid receipt or order confirmation number is required for all returns.

    4. Non-Returnable Items: Software licenses, custom configurations, or products damaged due to misuse, improper handling, or unauthorized repairs are not eligible for return.

  1. Return Process

    1. Contact Us: Initiate a return by contacting our support team at support@stripe.tv or calling 1-855-678-7473 within the 14-day return window. Provide your order number and a brief description of the reason for the return.

    2. Return Authorization: Our team will issue a Return Merchandise Authorization (RMA) number. Returns without a valid RMA number will not be accepted.

    3. Packaging: Securely pack the Lightbox in its original packaging or equivalent protective material to prevent damage during shipping. Include all original components and accessories.

    4. Shipping: Ship the product to the address provided in the RMA instructions. Customers are responsible for return shipping costs unless the return is due to a manufacturing defect or shipping error. We recommend using a trackable shipping method and purchasing insurance for high-value items like the Lightbox.

    5. Inspection: Upon receipt, we will inspect the product to confirm eligibility. Refunds or exchanges will be processed within 7-10 business days of receiving the return.

    6. Refunds and Exchanges

    7. Full Refund: If the Lightbox is returned in original condition within 14 days, a full refund will be issued to the original payment method, excluding any shipping fees or 3rd party financing fees.

    8. Exchange: If you prefer an exchange, we will ship a replacement Lightbox once the return is received and verified, subject to availability. If a replacement is unavailable, a refund will be issued.

    9. Partial Refund: Products showing minor wear or missing non-critical accessories (e.g., cables) may be eligible for a partial refund at our discretion, not to exceed a 20% deduction of the purchase price.

    10. Defective Products: If the Lightbox is defective or damaged upon arrival, please contact us within 7 days of delivery. We will provide a prepaid shipping label and either replace the unit or issue a full refund, at your discretion.

  1. Warranty and Repairs

    1. The Lightbox comes with a 1-year limited warranty covering manufacturing defects and hardware malfunctions under normal use. This warranty does not cover damage due to misuse, improper installation, or unauthorized modifications.

    2. For issues outside the 14-day return window, please refer to our warranty policy and contact our support team for repair or replacement options.

  1. Special Considerations

    1. Professional Use: As the Lightbox is designed for professional broadcast environments, returns due to incompatibility with specific workflows (e.g., Telestripe integration, NDI/WebRTC setups) are subject to review. We recommend consulting our technical support team before purchase to ensure compatibility with your setup.

    2. International Returns: For international orders, customers are responsible for return shipping costs and any applicable customs fees or duties. Please ensure compliance with local regulations when returning the product.

  1. Contact Us

For questions about this return policy or to initiate a return, please reach out to:

    • Email: support@stripe.tv

    • Phone: 1-855-678-7473

    • Hours: Monday–Friday, 9:00 AM–5:00 PM EST

We are committed to ensuring your experience with the Lightbox is exceptional. Thank you for choosing our product for your broadcasting needs.