Return & Refund Policy

VISTON Education is an educational equipment brand operated by Viston Inc.

Most of our PLC training systems, automation trainers, pneumatic training kits, robotic training platforms, smart factory trainers, HMI and servo training panels, and laboratory teaching equipment are made to order or prepared according to the customer’s selected specifications.

This may include the PLC brand, input voltage, plug type, HMI configuration, servo motor option, pneumatic components, training modules, language settings, shipping method, and classroom or laboratory requirements.

1. Standard Products

For standard, non-customized products, customers may request a return within 14 days of delivery.

To qualify for a return, the product must be:

• Unused and in its original condition
• Complete with all accessories, manuals, cables, and components
• Returned in its original packaging
• Free from installation damage, modification, misuse, or excessive wear

Customers must contact us and receive return authorization before sending any product back.

Returns sent without prior authorization may not be accepted.

2. Customized and Made-to-Order Products

Customized, configured, made-to-order, specially sourced, or customer-specific products are not eligible for return or refund for non-quality reasons after production or configuration has started.

This includes products prepared according to the customer’s selected:

• PLC or controller brand
• Voltage and frequency
• Plug type
• HMI, servo, VFD, or pneumatic configuration
• Training modules
• Software or language settings
• Mechanical structure
• Special wiring or terminal requirements
• Other confirmed technical specifications

Before production, we may provide specifications, photos, drawings, videos, or configuration details for customer confirmation.

This restriction does not affect the customer’s rights if the product is defective, damaged, missing parts, or materially different from the confirmed specifications.

3. Order Cancellation

Orders may be cancelled for a full refund before production, sourcing, or configuration begins.

Once production, component sourcing, electrical configuration, programming, testing, packaging, or shipping has started, cancellation may no longer be possible.

Where cancellation is accepted after work has started, reasonable costs already incurred may be deducted from the refund, including:

• Purchased components
• Custom manufacturing costs
• Programming and configuration work
• Packaging materials
• Payment processing costs
• Shipping or carrier charges

Please contact us as soon as possible if you need to change or cancel an order.

4. Damaged, Defective, or Incorrect Products

Please inspect the product promptly after delivery.

If the product arrives damaged, defective, incomplete, or different from the confirmed order, contact us within 7 days of delivery.

Please provide:

• Order number
• A description of the issue
• Photos of the outer packaging
• Photos of the shipping label
• Clear photos or videos showing the problem
• Photos of all received components where applicable

Please keep the original packaging until the issue has been resolved.

After reviewing the evidence, we may provide an appropriate solution, including:

• Technical support
• Replacement parts
• Repair instructions
• Partial refund
• Replacement product
• Full refund where appropriate

When the issue is caused by our error or confirmed shipping damage, we will cover the reasonable cost of the approved solution.

5. Missing Parts

If any parts or accessories are missing, please contact us within 7 days of delivery.

After verification, we will arrange replacement parts or another appropriate solution at no additional cost when the missing item is confirmed to be our responsibility.

6. Return Shipping Costs

For approved returns made for non-quality reasons, the customer is responsible for return shipping costs.

Original shipping charges, customs duties, payment processing fees, and other non-recoverable costs may be deducted from the refund where permitted.

If the return is caused by our error, a confirmed defect, or an incorrect product, we will provide instructions regarding the return or replacement arrangement.

Customers should not independently return large or heavy equipment before receiving written instructions from us.

7. Return Address

The return address may be different from our registered business address.

Do not send products to the registered business address without prior written authorization.

After a return request is approved, we will provide the correct return address and shipping instructions based on the product and destination.

8. Refund Processing

After an approved returned product is received and inspected, we will notify the customer of the refund decision.

Approved refunds are normally issued to the original payment method within 5–10 business days after inspection.

Banks, card issuers, PayPal, Shopify Payments, and other payment providers may require additional time to post the refund to the customer’s account.

9. Non-Returnable Items

The following items are generally non-returnable unless defective or supplied incorrectly:

• Customized or made-to-order equipment
• Products with customer-specific programming or configuration
• Products modified, installed, dismantled, or damaged after delivery
• Specially sourced PLCs, HMIs, servo systems, or other components
• Downloadable software, project files, or digital products after delivery
• Clearance or final-sale items where clearly identified
• Products returned without authorization
• Products missing components, accessories, or original packaging

10. Contact Information

To request a cancellation, return, replacement, or refund, please contact us:

Legal Business Name: Viston Inc.
Brand: VISTON Education

Email: support@vistoninc.com
Phone: +86 180 2458 5058

Registered Business Address:
30 N Gould St, Ste R
Sheridan, WY 82801
United States