Legal

Refund & Returns Policy

Because our LED display systems are custom-engineered for each venue, our refund and returns terms differ from standard off-the-shelf products. This policy explains what can be refunded, what can be returned, and how claims are resolved.

Last Updated · September 2026

Quick Summary

Before production: deposit refundable, minus transaction fees.
After production begins: deposit is non-refundable — custom materials already committed.
Defective goods: resolved via replacement parts or repair, per our warranty terms.

SECTION 01

Overview

This policy explains how GOB Sports Solutions handles order cancellations, returns, and refunds. It applies to all purchases of our LED display systems, control software, and related services, unless a separate written agreement has been signed.

It should be read together with our Terms & Conditions, which govern the broader commercial relationship.

SECTION 02

Custom Product Policy

Unlike standard off-the-shelf electronics, most of our products are custom-engineered for each venue — specific cabinet sizes, pixel pitches, control systems, and mounting structures. This has a direct effect on return and refund terms.

Non-returnable: custom-built displays cannot be returned once production has begun.
Non-resalable: because each system is project-specific, we cannot resell returned units to another client.
Protection for both sides: our warranty and replacement parts policy exists specifically to protect clients when issues occur with custom goods.

SECTION 03

Order Cancellation

Cancellation terms depend on how far the order has progressed. The earlier the cancellation, the more flexible the terms.

Before production begins: full refund of the deposit, minus any transaction fees already incurred by GOB Sports Solutions.
After production begins: the deposit becomes non-refundable. Any additional materials already purchased specifically for the project may also be charged.
After shipment: cancellation is no longer possible. The shipment proceeds according to the agreed Incoterms.

Why the deposit becomes non-refundable after production begins: once manufacturing starts, our factory has committed raw materials, production capacity, and engineering labor to your specific project — resources that cannot be reallocated to another client.

SECTION 04

Damaged or Defective Goods

If your shipment arrives damaged, or if a component fails under normal use, we will resolve it — subject to the procedures below.

Inspection window: please inspect the shipment within 7 days of delivery.
Documentation required: clear photos and video of the packaging and the damaged or defective item.
Reporting: email the documentation to project@soarapex.com within the inspection window.
Resolution: once verified, we will ship replacement parts or modules free of charge, or coordinate a repair process as appropriate.
Severe cases: if damage is confirmed to be severe and unrepairable, we will discuss a partial or full refund in good faith.

Important: damage caused by shipping must also be reported to the carrier. If the shipment was insured, we will support you in filing the insurance claim.

SECTION 05

Returns Process

We do not accept returns for non-defective items. If a return is approved due to a confirmed defect, the following process applies:

Step 1 — Request an RMA: contact us to obtain a Return Merchandise Authorization (RMA) number before shipping anything back.
Step 2 — Pack the item: return items in original packaging, protected to the same standard as the original shipment.
Step 3 — Label and ship: mark the RMA number clearly on the outside of the package.
Step 4 — Inspection: once received, we inspect the item and inform you of the outcome.

Note: returns sent without an RMA number will be refused. Return shipping costs are the client’s responsibility unless the defect is confirmed to be on our side.

SECTION 06

Refund Process

When a refund is approved, the following process applies:

Notification: you will receive written confirmation that the refund has been approved or rejected.
Timeline: approved refunds are processed within 7–10 business days.
Method: refunds are issued via the original method of payment. We cannot refund to a different account without legal documentation.
Currency differences: exchange rate fluctuations and bank fees may not be refunded.

If you have not received your refund within the stated timeline, please contact your bank or card issuer first, then reach out to us directly.

SECTION 07

Warranty & Service

For ongoing issues after delivery, our 3-year warranty and Operations service plans provide ongoing protection:

Warranty: covers manufacturing defects and hardware failures under normal use — see Terms & Conditions for details.
Service plans: extend support with remote monitoring, on-site inspections, spare parts reservations, and priority response.
Out-of-warranty: we continue to provide spare parts and repair support for 7+ years after delivery.

SECTION 08

Contact Us

For any question about cancellations, returns, refunds, or warranty claims, please contact us:

Email: project@soarapex.com

Phone: +86-755-2324-3136

Address: GOB Sports Solutions · Shenzhen, China