Returns & Refunds
We want you to love your gear, and we know plans change. If something isn't right, we'll make it easy.
Return window
You have 14 days after delivery to request a return.
Unopened items: free returns
Items returned unopened and unused, in the original sealed packaging, get free return shipping and a full refund of the item price.
Opened items: returnable, return shipping applies
Changed your mind after opening? No problem. Opened items can be returned within 14 days as long as they're unused or lightly tested, in like-new condition, and include every piece, cable, remote, and accessory in the original packaging. The cost of return shipping will be deducted from your refund (we can send you a prepaid label, or you can ship it back yourself with tracking).
Damaged, defective, or wrong item? That's on us.
Let us know within 48 hours of delivery with a few photos or a quick video. We'll cover all shipping and send a replacement or a full refund, whichever you prefer. Opened or not, if it arrived broken or doesn't work, you never pay return shipping.
How to start a return
Sign in to your account at account.shopeventgear.com and request a return from your order, or email us at support@shopeventgear.com with your order number and the item you'd like to return. We'll reply within 2 business days with return instructions and the return address. Please wait for your return to be approved before sending anything back. Items sent back without approval may not be accepted.
Restocking and condition
There's no restocking fee on unopened items or on opened items returned complete and like-new. Items returned with missing parts or packaging, heavy use, or damage that wasn't there on delivery may receive a partial refund or a restocking fee of up to 15%, based on condition.
Items we can't take back
Custom or personalized items, consumables once opened (like fog/haze fluid, confetti, and balloons), hazardous or flammable items, final-sale items, and gift cards. If any of these arrive damaged or defective, we'll still make it right.
Large and freight items
Oversized items that ship by freight (like photo booths, staging, or truss) can only be returned unopened, and original freight charges and return freight are non-refundable unless the item arrived damaged or defective.
Cancellations
Orders can be canceled for a full refund within 12 hours, or any time before they ship.
Lost or stolen packages
If a package is lost in transit, we'll send a replacement or a full refund. If tracking shows it was delivered but you can't find it, contact us and we'll help you file a claim with the carrier.
Exchanges
The fastest way to get what you want is to return your item and place a new order for the one you'd like.
Refunds
Once your return arrives and we've checked it over, we'll let you know. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to post it. If it's been more than 15 business days since your return was approved, email us at support@shopeventgear.com.
Questions? Reach out anytime. We're a small team and we're always happy to help.
