Please note: We can only accept hardware products for return within 10 days of the receipt date. Defective merchandise may be exchanged for the same item. Non-defective product returns are subject to a 15%* restock fee. A non-defective return must include the box the product was in, the product, all cable(s) and paperwork/manuals sent with the product and any other accessories that originally arrived with the product.

Prior to returning any product for ANY reason, we request that our customers A RMA number must accompany all returned products. We do not accept returns without an RMA. To request an RMA number, please contact Kincades Fine Foods at +1.407.327.5700 or complete the form on the Contact Us page. Please provide the following information:

The full name of purchaser (for example, Jane Doe).
The email address used to place the order (for example, janedoe@visiblelight.com).
The 4-digit order number.
A brief product description.
The condition of the product. Is it opened or unopened?
The reason for returning the product.

Your satisfaction is our priority. hat was the outcome?
If the product is defective or damaged, please tell us if you want an exchange for the same product.
Once you have an RMA, ship the product back to us. You'll need to cover the cost of shipping, unless given alternate instructions from Sales. Please use a shipping company, such as UPS or FedEx, which can track packages. We are not responsible for lost or stolen merchandise.
When your return has been received and processed, we will credit your account for the amount of your purchase, less shipping, handling, and any applicable tariffs and taxes, or ship you a replacement of your product.
If the product was purchased by a credit card, any credit to your account will appear on your credit card statement as Visible Light. For those paying via check or bank transfer, a check will be cut and mailed to you. Credits usually require between four and six weeks to process after an RMA has been issued.

* Except products manufactured by ViewCast/Osprey and Optibase which have a 25% restock fee.

Boxed Software

Please note: We can only accept unopened boxed software products for return within 10 days of the receipt date. Once you have opened a boxed software product, there is no return permitted. Defective merchandise may be exchanged for the same item.

A RMA number must accompany all returned products. We do not accept returns without an RMA. TTo request an RMA number, please contact the Visible Light Sales Department at +1.407.327.5700 or complete the form on the Contact Us page. Please provide the following information:

The full name of purchaser (for example, Jane Doe).
The email address used to place the order (for example, janedoe@visiblelight.com).
The 4-digit order number.
A brief product description.
The condition of the product. Is it opened or unopened?
The reason for returning the product.
If the product is defective or damaged, please tell us if you want an exchange for the same product.
Once you have an RMA, ship the product back to us. You'll need to cover the cost of shipping, unless given alternate instructions from Sales. Please use a shipping company, such as UPS or FedEx, which can track packages. We are not responsible for lost or stolen merchandise.
When your return has been received and processed, we will credit your account for the amount of your purchase, less shipping, handling, and any applicable tariffs and taxes, or ship you a replacement of your product.
If the product was purchased by a credit card, any credit to your account will appear on your credit card statement as Visible Light. For those paying via check or bank transfer, a check will be cut and mailed to you. Credits usually require between four and six weeks to process after an RMA has been issued.

Downloaded Software With A Test Drive or Demo

Please note: Downloaded Software that has a test drive or demo on our web site, www.visiblelight.com, are not eligible for refund.

Downloaded Software Without A Test Drive or Demo

You will need to request a Letter of Destruction (LOD) from us. The LOD is required by the publisher to credit your return.

To obtain an LOD, call Visible Light Sales at +1.407.327.5700 or complete the form on the Contact Us page.

Please provide the following information:
The full name of the purchaser (for example, Jane Doe).
The email address used to place the order (for example, janedoe@visiblelight.com)
The 4-digit order number
We will send you a LOD.
Fill out and return your LOD to Visible Light within 10 days of the purchase date, and we will issue a credit to you within three business days. (Visible Light uses the postmark or fax date of the returned LOD to determine compliance.)

If the product was purchased by a credit card, any credit to your account will appear on your credit card statement as Visible Light. For those paying via check or bank transfer, a check will be cut and mailed to you. Credits usually require between four and six weeks to process after an RMA has been issued.
Backorder Policy

If you order a product that is out of stock or on backorder, we will email you with the product's expected date of availability. Visible Light uses multiple distributors to maximize our inventory and promptly fill your orders.

Visible Light does not charge your credit card for backordered items until we ship your order. No additional shipping and handling charges will be added when your order ships. Backorders will be shipped using your selected shipping method. If you would like to change your shipping method, please complete the form on the Contact Us page, and provide your order number.