Frequently Asked Questions

What is your refund policy?
Under HTC’s Product Return Policy (“Policy”), products must be returned within 14 days of receipt of purchase to be eligible for refund. Refunds will be issued to the original purchase payment method. Digital/virtual content is non-refundable unless purchased as a pre-order. Other products designated, “non-refundable”, by HTC, including gift cards and any products that have been personalized or modified in accordance with your instructions, are ineligible for refund. Shipping fees are non-refundable.

To be eligible for refund, you must return the entirety of the product in its original packaging, together with the applicable proof of purchase (a copy of your receipt. The product you are looking to return must be received by HTC within thirty (30) days of the return being initiated. If, upon our inspection of your returned item, we determine that the Product(s) has been damaged, is missing components, and/or is not in resalable condition then HTC reserves the right to find the refund ineligible. If you return a Product bought as part of a bundle or promotion but do not return all the bundled/promotional Products, we will refund only that portion of your purchase price attributable to the returned item(s). Please contact Customer Service to start your return process.

Extended holiday return period
Products purchased on http://www.vive.com between November 22nd through December 24th, must be received by end of business hours (Pacific Time) on January 14th. Excludes gift card purchases. Standard return terms otherwise apply. If you purchased your Product from http://www.vive.com and would like to request a refund, please click here for instructs on how to request a refund.

For nonconforming products:
If you are returning a product under HTC’s Limited Product Warranty (for example, the product is missing parts or is non-functional upon arrival), please follow the procedures set forth in that document. Please contact HTC’s Customer Service for further information.

When will I see my credit appear in my account?
After receiving your returned product(s), your refund will appear in your account. The amount of time this takes will vary based on your banking institution.

Third-party products are not covered by HTC’s Limited Product Warranty. You should follow the warranty process provided by the manufacturer or supplier for return of those products.