BroadviewDesign Repair Policy

Effective Date: 6/4/2026

This policy applies to electronic items purchased directly from BroadviewDesign.

Our goal is to restore functionality quickly and transparently while keeping costs predictable for you.

1. How to Initiate a Repair

  • Contact us first via Etsy Convos or [email protected] with your order number, item name, and a clear description of the issue.
  • We will provide initial troubleshooting steps. If hardware replacement or internal repair is required, we will issue a Return Authorization (RA) number and detailed shipping instructions.
  • Do not ship items back without an RA number. Untracked or unauthorized returns will be returned to the sender at the sender’s expense.

2. Return Shipping & Packaging

  • Customer responsibility: You are responsible for all return shipping costs.
  • Items must be securely packaged to prevent damage during transit. Include a note with your RA number, name, and order details inside the package.
  • We are not liable for damage caused by improper packaging or loss during transit. We strongly recommend using a trackable carrier.

3. Inspection, Diagnosis & Cost Authorization

  • Upon receipt, we will inspect the item and diagnose the failure.
  • Additional costs: Repairs are subject to additional fees based on the parts required and labor involved. We will provide a written estimate before any work begins.
  • No work without approval: We will not proceed with repairs or part replacements until you explicitly authorize the quoted cost via message or email.
  • If the estimated repair cost exceeds the item’s replacement value or if parts are unavailable, we will notify you with available options (proceed at quoted cost, issue a partial credit, or return the item unrepaired).

4. Turnaround & Repair Warranty

  • Standard turnaround is 5–10 business days after cost authorization, excluding shipping time. Complex diagnostics or custom part sourcing may extend this window.
  • Repaired items are covered by a 30-day workmanship warranty on the repaired component(s). This does not cover new damage, pre-existing issues, or failures caused by misuse after repair.

5. Refunds (3-Month Policy)

We offer a 3-month (90-day) return window starting from the date of delivery.

  • Condition: Items must be in new condition, unmodified, and in original packaging with all accessories. Any item returned with clear wear is subject to a restocking fee not exceeding 10% of retail cost. Wear on TerraWave K-Tape wrapping is subject to 5% of retail cost.
  • Defective Items: If defective/damaged on arrival, we cover return shipping and offer a full refund or replacement.
  • Change of Mind: You may return for a refund, but you pay return shipping. Original outbound shipping is non-refundable.
  • Refund Timeline: Refunds are processed within 3-5 business days after the returned item is received and verified.
  • Digital Downloads: Final sale/non-refundable.

6. Warranty Exclusions

Our standard warranty does not cover damage resulting from liquid exposure, power surges, incorrect voltage, physical impact/drops, environmental damage, unauthorized modifications, disassembly, or third-party repairs. Normal wear on consumables (e.g., batteries, connectors, switches) is also excluded. Items failing for these reasons may still be repaired at your expense.

7. Final Notes

  • We reserve the right to decline repairs if the item cannot be safely or reliably restored to functional standards.
  • For questions or to submit a repair request, contact us at [email protected] or through your Etsy purchase history.
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