Returns & Refunds Policy

Last updated: April 2, 2026

At Packetblue LLC, we want customers to feel confident when shopping with us. This Returns & Refunds Policy explains the conditions under which returns, refunds, replacements, and related requests may be accepted for products purchased through our website.

Packetblue LLC operates in the Video Technology industry and is committed to providing a clear, fair, and transparent customer experience.

Return Eligibility

Customers may request a return for eligible items within 30 days of the date of delivery.

To qualify for a return, the item must meet the following conditions:

  • The item must be unused, undamaged, and in its original condition
  • The item must be returned in its original packaging
  • Proof of purchase, such as an order confirmation or receipt, may be required
  • The item must not fall under any non-returnable category listed below

We reserve the right to decline returns that do not meet these conditions.

Non-Returnable Items

Certain items may not be eligible for return, including but not limited to:

  • Items marked as final sale
  • Used, damaged, altered, or incomplete items
  • Items returned without original packaging when packaging is considered part of the product
  • Products damaged due to misuse, improper handling, or unauthorized modification
  • Any item returned after the allowed return window

If a returned item is found to be ineligible, the refund may be denied.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.

When contacting us, please include:

  • Your order number
  • A brief description of the issue
  • Clear photos showing the product and the problem, if available

After review, we may offer an appropriate resolution, which may include:

  • A replacement
  • A refund
  • Another reasonable solution depending on the situation

How to Request a Return

To request a return, customers must contact us first before sending any item back.

Please include the following information in your request:

  • Full name
  • Order number
  • Email address used for the order
  • Reason for the return
  • Photos, if the item is damaged or defective

Once your request is reviewed, we will provide return instructions if the return is approved.

Return Shipping

Customers are generally responsible for return shipping costs, unless the return is due to:

  • A damaged item
  • A defective item
  • An incorrect item sent by us

We recommend using a trackable shipping service when returning products, as we are not responsible for returns lost in transit.

Refund Approval and Processing

Once the returned item is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be issued to the original payment method used at checkout.

Please allow 5–10 business days for the refunded amount to appear on your account, depending on your payment provider and financial institution.

Partial Refunds

In some situations, only a partial refund may be granted if:

  • The item is returned in a condition different from its original condition
  • Parts or accessories are missing
  • The item shows signs of use not caused by shipping damage
  • The returned item does not fully meet return eligibility requirements but still retains partial value

Any partial refund decision will be made at our reasonable discretion based on the condition of the returned product.

Late or Missing Refunds

If you have not received your refund after the processing period:

  • First, check your bank account or card statement again
  • Contact your card issuer or payment provider, as processing times may vary
  • If you still need assistance, please contact us using the information below

Exchanges

We only replace items when appropriate, such as when a product arrives damaged, defective, or incorrect.

If you would like to request an exchange, please contact us first so we can review the issue and provide instructions.

Order Cancellations

Orders may only be canceled if the cancellation request is received before the order has been processed or shipped.

Once an order has entered processing or has already been shipped, it may no longer be eligible for cancellation. In such cases, the order may instead fall under the standard return process after delivery, if eligible.

Contact Information

If you have any questions about returns, refunds, damaged items, or exchanges, please contact us:

Packetblue LLC
30 Belle Roche Avenue
Redwood City, CA 94062
United States

Email: [email protected]
Phone: (650) 482-2402