ResonantVibe LLC — Shipping, Returns & Refunds

Nothing in this policy limits any right you hold under the mandatory consumer protection law of your state of residence.

1. Shipping

We ship to addresses in the United States listed at checkout. VAVE Systems are built and configured to order and are paid for by the staged ACH invoice process described in Terms of Sale §5 (downpayment, build payment, and balance invoices). Orders are open now. Delivery is thirty (30) to sixty (60) days from Order Confirmation. Your Order Confirmation, issued on receipt of your downpayment per the Terms of Sale, states one calculated delivery date for your location within that window, and we hold ourselves to that date. Great VAVE and VAVE Lounge are built to your design: your quote sets the delivery date, no later than one hundred eighty (180) days from Order Confirmation. The calculated delivery date for your location is shown at checkout and stated on your Order Confirmation. Because your build begins after the build payment is received (Terms of Sale §5(a)), prompt payment of each invoice keeps your order on its delivery date; the delivery date moves out by any period during which a milestone invoice is past due. The date allows for the factors that move a build, including component availability, manufacturing schedule, quality control, freight, and customs. If delivery is delayed by force majeure or supply-chain delay (events beyond our reasonable control, such as supply-chain disruption, component shortage, freight disruption, labor interruption, natural disasters, or government action), the delivery date moves out for a reasonable period. The outside date, our fallback if delivery misses the sixty (60)-day window, is one hundred twenty (120) days from Order Confirmation, for a Standard Product and a Custom Order alike, except Great VAVE and VAVE Lounge, whose outside date is one hundred eighty (180) days from Order Confirmation. The outside date is shown at checkout and stated on your Order Confirmation. The outside date moves out day for day for any period during which a milestone invoice is past due or a delay is attributable to you, and by up to sixty (60) additional days in aggregate for the force majeure and supply-chain events described above. If we have not delivered by the outside date, you may tell us in writing that you will keep waiting, accept an updated delivery window, take a credit toward a future order, or cancel and receive a full refund of all amounts paid, with no fee and no deduction, issued within the time Section 10 states. This remedy applies notwithstanding any cancellation, no-change-of-mind or final-sale term elsewhere in this policy. Terms of Sale §6(a) states the same delivery date, outside date and remedies; where this Section and the Terms of Sale differ, the Terms of Sale control (Terms of Sale §1(b)). We will notify you of material delays, and you will receive tracking by email when your order ships. Accessories follow the same delivery rule unless a shorter time is shown at checkout.

Standard delivery scope. Standard delivery includes placement of your Product in a room of your choice on the first (ground) floor with clear access. Delivery above the first floor, or delivery requiring stairs, hoisting, or other special access, is not included in standard delivery — if your location needs it, let us know and we will provide a separate quote before your order ships.

1.1 Delivery terms, and when risk of loss passes

Our default delivery term, in every channel, is EXW our facility (Incoterms® 2020). That is the stated default for consumer and business orders alike. Under it, title and risk of loss pass to you when the Product is made available to the carrier at our facility, and the Product travels at your risk. We will book the carrier for you as a convenience unless you tell us otherwise; doing that does not change the delivery term, and it does not make the carrier our agent.

1.2 Where the law does not permit that — a savings clause that overrides this policy

If a law of your state of residence gives you a right about title, delivery or risk of loss that cannot be waived, that law applies in place of Section 1.1 to the extent of the conflict, and the rest of this policy stands. Nothing you sign, check, initial or accept at checkout changes that. Terms of Sale §7(b) states the same clause.

2. Product Categories — Which Return Terms Apply to You

Your return rights depend on what you ordered:

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This table is about change-of-mind returns, and nothing else. No entry in it — including a final-sale term or a no-return-after-delivery term — reaches a defect or warranty return, which runs under Section 8 on its own timetable, its own freight rule and its own authorization gate; or a statutory withdrawal, regret or cancellation right, which runs under Section 9 and is never conditioned on any of this.

Every category keeps, in full: warranty and defect remedies (Section 8), the delivery-delay refund (Section 1), the damaged/wrong-arrival service standard (Section 7), and all statutory rights under your state's law (Section 9).

3. Returns — Standard Products

All return clocks in this Section run from delivery — the day you (or a person you designate) take physical possession.

3.1 Days 0–14: money-back guarantee, any reason

You may return a Standard Product for any reason within fourteen (14) days of delivery for a refund of the purchase price. Trying out your System never affects this right: unboxing it, setting it up, and running introductory sessions to decide whether it is right for you — the kind of inspection and testing you could do in a showroom — is always free and never reduces your refund. Our disclosed benchmark for normal testing is ten (10) sessions or five hundred (500) total minutes, whichever is reached first; staying within it means your use is always treated as normal testing, and exceeding it never bars your return — it only informs the condition assessment described in Section 3.4. You pay the cost of return shipping and freight (see Section 3.5); we do not charge a restocking fee on a return you send back to us — the only restocking fee in this policy is the one on a refused delivery in the United States, at Section 4.

3.2 Days 15–30: extended window, like-new condition

Between fifteen (15) and thirty (30) days after delivery, you may still return a Standard Product, provided it is in like-new condition, with its resalable packaging and all accessories, cables, and included items. You pay return shipping. If a return in this window does not pass inspection as like-new, we will still accept it, but the condition deduction in Section 3.4 applies.

3.3 After day 30

After thirty (30) days from delivery, we do not accept change-of-mind returns. Your warranty, defect, and statutory remedies are completely unaffected — see Sections 8 and 9.

3.4 Condition deduction

If a returned Product shows damage, wear, or use beyond the normal inspection and testing described in Section 3.1, we may deduct from your refund an amount reflecting the reduction in the Product's value — up to fifteen percent (15%) of the purchase price. If damage occurring after delivery has rendered the Product non-functional or unsellable, the deduction may reach up to one hundred percent (100%) of the purchase price. We document every inspection (photographs and, where relevant, service records) and will itemize any deduction in writing before processing your refund.

The condition deduction never applies to: normal inspection and testing (always free); Products returned for a covered defect or wrong shipment (Section 7 and Section 8); or refused deliveries (Section 4 — a refused delivery never left its packaging, so it takes no condition deduction).

3.5 Return shipping and packaging

This Section is about change-of-mind returns. For a change-of-mind return you are responsible for the cost of return shipping, freight, and any packaging needed to return the Product safely; for Systems, we will arrange carrier pickup and quote the freight cost to you before you commit to the return.

A wrong or damaged arrival is ours to put right at no cost to you, including all shipping in both directions — see Section 7.

A defect or warranty claim is a different thing and follows a different freight rule. Section 8 governs how a failed part is returned, who books and pays its carriage and which outcomes are invoiced afterwards, and whether a whole System may be returned at all. Nothing in this Section 3 applies to a warranty claim, and no return window, fee or deduction in this Section ever limits one.

Promotional and free shipping. If your original shipping was free or promotional, we never charge it back or deduct it from your refund — there is simply nothing to refund for shipping you did not pay for. Expedited shipping upgrades are non-refundable, except where your return arises from a defective or incorrect shipment.

3.6 How to start a return

Email support@resonantvibe.com with your proof of purchase (Section 3.7) to receive a Return Authorization (RA) number and return instructions. At RA intake we will ask for a short description and photos of the Product's condition — this speeds classification and protects your refund. Refund timing is in Section 10.

3.7 Proof of purchase

For every return, refund, and warranty claim, proof of purchase is any one of the following: your order number, your receipt, your order-confirmation email, or a bank or card statement showing the purchase. We never insist on the original paper receipt specifically.

3.8 Canceling before delivery

You may cancel a Standard Product order at any time before shipment for a full refund of all amounts paid, with no fee — email support@resonantvibe.com with your order number. (Custom Orders follow Section 5.)

4. Refused Deliveries (United States only)

If you refuse delivery of a Standard Product for a reason other than visible damage or an incorrect shipment, the refusal is treated as a return, and the following fees — disclosed conspicuously at checkout — apply:

• Restocking fee: ten percent (10%) of the purchase price; and
• Storage fee: $25 per day, beginning after five (5) free business days of storage following the refused delivery, until the Product is returned to our facility or delivery is re-attempted at your request.

Stacking rules. The restocking fee and storage fee may both apply to the same refused delivery (they cover different costs). The restocking fee and the condition deduction (Section 3.4) never combine on the same return — and a refused delivery never takes a condition deduction, because the Product never left its packaging. These fees never apply to deliveries refused because the Product arrived visibly damaged or was not what you ordered, and they apply only in the United States.

5. Custom Orders

5.1 What a Custom Order is

A Custom Order is any VAVE System or accessory configured in a finish, powder-coat color, upholstery, or mat deviating in any way from our standard finish — white oak veneer housing; charcoal gray powder-coated metal platform; beige bolsters; gray mat. Custom finishes and upholstery are selected from our third-party suppliers' ranges, are not stocked by ResonantVibe, and are specially procured for your individual order. Because of this, every Custom Order includes an availability-confirmation step: your order becomes binding only when we confirm material availability with the supplier and issue your Order Confirmation. (Wood components are offered in the standard white oak finish only.)

5.2 7-day cancellation window

You may cancel a Custom Order for any reason within seven (7) days of the Order Confirmation for a full refund of all amounts paid, with no fee. Procurement and production begin after the Order Confirmation. To cancel, email support@resonantvibe.com with your order number.

5.3 After the 7-day window; no change-of-mind returns after delivery

After the 7-day window closes, you may still cancel your Custom Order at any time before shipment; because custom materials are specially procured for your individual order, we will retain our reasonable, documented costs actually incurred for the custom elements of your order (specially procured finishes, upholstery, and custom fabrication), itemized in writing, and refund the remainder of all amounts paid. After delivery, a Custom Order is not returnable for change of mind. These terms are disclosed conspicuously at checkout, before you complete your purchase, and require your affirmative acknowledgment.

5.4 What these terms never affect

The Custom Order cancellation and no-return terms never limit: your warranty and defect remedies (Section 8); your delivery-delay refund if we cannot deliver by an outside date (Section 1); the damaged/wrong-arrival process (Section 7); or any statutory withdrawal, regret, or cancellation right under your state's law (Section 9).

6. Certified Refurbished

• Certified Refurbished Products are sold in the United States only, and only directly from resonantvibe.com. They are final sale: their refurbished condition is disclosed conspicuously on the product page and at checkout before you buy, with your affirmative acknowledgment. "Final sale" means no change-of-mind return — it does not, and cannot, close a defect claim. Warranty, defect, damaged-arrival and statutory remedies are unaffected and run under Sections 7, 8 and 9; a defect return of a whole refurbished System goes through the same authorization gate at Section 8.2 as any other System.
• Warranty: Certified Refurbished Products purchased directly from resonantvibe.com carry a one (1)-year ResonantVibe limited warranty on standard and soft-surface components (plus any remaining structural coverage, per the Limited Warranty). Refurbished units obtained from any other source carry no ResonantVibe commercial warranty; your statutory rights are unaffected.

7. Damaged or Incorrect Arrivals

If your Product arrives damaged or is not what you ordered, contact support@resonantvibe.com within seven (7) days of delivery and we will arrange repair, replacement, or refund at no cost to you, including all shipping. Please note any visible damage on the delivery receipt if you can — it helps us process carrier claims, but it is not a condition of your remedy. This 7-day reporting window is a service standard only — it does not limit your warranty or statutory rights.

7.1 If your return isn't working — how we classify it

When a Product comes back non-functional within the return window, our RA intake and inspection determine which path applies:

• It arrived defective, damaged, or was not what you ordered — reported under this Section 7: we put it right at no cost to you, including all shipping in both directions, and no fee and no condition deduction ever applies. This is a delivery non-conformity, not a warranty freight claim, and the Section 8.1 freight rule does not apply to it.
• It failed under normal use after delivery: this is a warranty claim — repair, replacement, or refund per the Limited Warranty. No fee and no condition deduction ever applies, but carriage on a returned part follows the warranty freight rule at Section 8.1, and a return of the whole System is available only through the authorization gate at Section 8.2.
• Damage caused after delivery: where your state's law gives you an unconditional return right, we accept the return, and the condition deduction (up to 100% for a non-functional unit — Section 3.4) applies to the refund.

We classify before we collect, so you know which track you are on before anything moves: on a warranty part return we book and pay the standard carriage and tell you at claim intake which outcomes would be invoiced to you afterwards (Section 8.1); on an arrival non-conformity nothing is ever chargeable (this Section 7). RA intake gathers symptoms and photos before the Product ships back, and every inspection is documented.

8. Warranty Service

Defects are handled under the ResonantVibe Limited Warranty — five (5) years structural metal frame, two (2) years standard components, one (1) year soft-surface manufacturing defects. No return window, final-sale term, fee, or deduction in this policy ever limits a warranty claim, and warranty coverage runs for its full period regardless of anything in this policy. Proof of purchase for warranty claims is the same flexible standard as Section 3.7.

A warranty return is not a change-of-mind return. They are different things, they are decided by different people for different reasons, and this policy keeps them apart throughout:

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A final-sale or no-change-of-mind term anywhere in this policy — a Custom Order after delivery (Section 5.3), a Certified Refurbished Product (Section 6), or the close of the 30-day window (Section 3.3) — shuts only the left-hand column. It has never closed, and cannot close, a warranty claim, a defect claim, or a statutory right.

8.1 Getting a failed part back to us, and who pays for it

Your VAVE System is modular, and most warranty service is a part swap rather than a return of the System. This Section 8.1 governs parts and accessories.

Two things to know up front, and they belong together. We book the return shipment and pay the standard carriage, in both directions, on every warranty claim. You do not book the shipment and you do not pay anything up front. And where the outcome is properly chargeable to you, we invoice that amount afterwards: the standard return carriage where we do not accept your claim, and the cost of any faster service you chose instead of standard. Both are stated here, in the same place, and we tell you at claim intake, before anything ships, which outcomes would be invoiced, so that neither reaches you as a surprise later.

• We book and pay for the return shipment at standard service. Pack the part as we instruct, hand the shipment to the carrier we booked, and keep the carrier's receipt showing the tracking number. There is nothing for you to book and nothing to pay up front.
• If we accept your claim, the part and the return shipment cost you nothing. We pay standard shipping on the replacement or serviced part, and the return leg was ours from the start.
• You are never asked to pay first and claim the money back. We book and pay every standard leg, so this policy has no reimbursement step: where an amount is properly chargeable to you we invoice that amount after the fact, and where nothing is chargeable nothing is billed.
• If you want something faster than the standard service we book, tell us before the shipment moves. We book the faster service, quote the cost of that speed to you before you commit, and invoice you that cost afterwards.
• Once the part is with the carrier we booked, risk of loss of the returned part is ours. Keep the carrier receipt and tracking number; a shipment we cannot trace is one we cannot accept risk for.
• If we do not accept the claim, because inspection finds no defect covered by the warranty or finds a cause the warranty excludes, the standard return carriage we paid is invoiced to you afterwards. The Limited Warranty's returned-parts terms continue to apply to the part itself and to any associated labor. If a covered fault later surfaces in the same underlying issue, we credit that invoiced carriage in full.

If we ask for the speed, we pay for it. The bullets above cover the standard service we book, and a faster service you choose instead of standard. If we choose to expedite, to meet a service commitment we have made, to clear a backlog, or to keep your service inside a period we work to, that is our commercial choice and our cost, in either direction. Because we book every leg, an expedite we chose never appears on your invoice, and there is nothing for you to pay and nothing to claim back. You are never charged for a speed you did not ask for.

Whether a cost is yours turns on the outcome and on what you chose, never on who booked the shipment. We book every leg. A faster service you chose is invoiced to you even on an accepted claim; a faster service we chose is ours even where we do not accept the claim; standard return carriage is invoiced only where we do not accept the claim. This is a term of the Limited Warranty and applies to every warranty holder, whether or not you hold any support or service plan.

Accessorial services are extra costs, invoiced after the fact. Where a shipping leg needs a service beyond standard carriage, such as liftgate, residential delivery, inside delivery or redelivery, the carrier's actual charge for that service is invoiced to you after the fact. We publish no schedule of accessorial fees; the invoice passes through the carrier's charge. An accessorial that follows our own service choice, rather than your situation or your request, is ours.

Custom Orders. Warranty service on a Custom Order is delivered on-site where feasible. Where freight is unavoidable, we arrange the freight, priced case by case and set at order time in your Custom Order agreement, including where only part of your System travels.

8.2 Returning a whole System — our authorization is required

Sections 3.5 and 8.1 govern parts and accessories. Returning an entire System to us is a different matter — it is crated freight — and it requires our authorization in advance. We authorize a whole-System return where the Limited Warranty's service remedies have been exhausted, on-site technician service included.

So that this is not open-ended, any one of the following automatically qualifies your System for a whole-System return authorization:

• Two on-site service attempts have failed to remedy the same covered fault; or
• Your System has been out of service for 35 days or more, in aggregate, for the same covered fault — excluding any period during which we are waiting on information, access or scheduling from you; or
• We determine that on-site repair is not feasible for the fault.

Once a trigger is met, we do our best to give you our decision sooner — and in any event you will have it within five (5) business days, which is the latest we hold ourselves to. Where a whole-System return is authorized, we arrange the collection and tell you how the System is to be prepared, and we bear the crating and freight cost; the Limited Warranty governs which remedy we then provide.

8.3 What the Section 8.2 gate never touches

Section 8.2 is a gate on a whole-System defect claim, and it reaches nothing else. It does not apply to, condition, or delay any of the following. None of these requires you to exhaust service first, and none requires our authorization:

• A change-of-mind return under Sections 3, 4 or 5 — the 14-day money-back guarantee, the 15-to-30-day extended window, a refused delivery, or a cancellation before shipment. These are not defect claims and sit entirely outside this Section. You return the System under Section 3; you do not ask our permission.
• A statutory withdrawal, cooling-off, regret or retraction right under your state's law (Section 9). These are cancellation rights, not defect claims. They run on their own track, on their own clock, and they are never conditioned on exhausting service, on a repair attempt, on a fault existing at all, or on our authorization. You do not have to give a reason.
• A statutory remedy the law lets you choose instead of a repair. Where applicable law gives you the right to elect a refund or a replacement rather than accept a repair, that election is yours to make, not ours. Nothing in Section 8.2 requires you to exhaust repair attempts, accept on-site service, or obtain our authorization before making it, and we will not ask you to.
• A damaged or incorrect arrival under Section 7.

9. Your State's Consumer Law

This policy is written for consumers in the United States. The mandatory consumer protection law of your state of residence controls wherever that law grants you more than this policy does, and nothing in this policy limits any right you hold under that law. A statutory withdrawal, cooling-off or cancellation right runs on its own clock, is never conditioned on anything in Sections 3 to 8, and is never subject to the Section 8.2 authorization gate. Terms of Sale §9(e)(iii) points here.

10. Refunds

We do our best to issue your refund sooner — and in any event we issue it to the original payment method within seven (7) business days of our receipt and inspection of your returned Product, which is the latest we hold ourselves to — or, where a statutory right sets a shorter deadline, within that deadline. Cancellations before shipment (Sections 3.8 and 5.2) are refunded in full, and a Custom Order cancellation after the 7-day window (Section 5.3) is refunded less documented custom-procurement costs, itemized in writing — in each case within seven (7) business days of your cancellation notice. Any condition deduction (Section 3.4) or refused-delivery fee (Section 4) is itemized in writing with your refund. Where your refund arises from a defective or incorrect shipment or a statutory right, standard outbound shipping is refunded where your state's law requires; promotional or free shipping is never charged back (Section 3.5).

ResonantVibe LLC. Shipping, Returns & Refunds, SRR-3.13.0.‍