Sales Return & Refund Policy

Last updated: May 12, 2026

NextLevel Production Services primarily provides event production, rentals, labor, and installation services. From time to time, we may also sell new, used, surplus, special-order, or client-requested equipment. This Sales Return & Refund Policy applies only to equipment or goods sold by NextLevel Production Services and does not apply to rentals, production services, labor, delivery, setup, installation, design, consulting, or other service-based charges.

All Sales Are Final Unless Otherwise Stated

Unless a written quote, invoice, or sales order expressly states otherwise, all equipment and goods sales are final. We do not accept returns, exchanges, or cancellations for buyer’s remorse, changed project needs, incorrect assumptions, compatibility issues, or items no longer needed.

Used, Surplus, Demo, and Clearance Equipment

Used, surplus, demo, B-stock, open-box, discontinued, liquidation, and clearance items are sold as-is, where-is, with no warranty from NextLevel Production Services unless a specific written warranty is stated on the quote or invoice.

The buyer is responsible for inspecting the item before purchase or requesting any available condition information before completing the sale.

Special Orders and Custom Orders

Special-order, custom-configured, modified, fabricated, imported, or non-stock items are non-cancelable and non-returnable once ordered, paid for, or committed to by NextLevel Production Services.

This includes, but is not limited to, custom cable, rigging parts, mounts, cases, control systems, lighting fixtures, installed AV equipment, software licenses, manufacturer-direct orders, and any item purchased specifically for a client.

Defective or Damaged Items

If an item is received damaged, materially defective, or not as described, the buyer must notify NextLevel Production Services in writing within 3 calendar days of receipt or pickup.

We may require photos, serial numbers, manufacturer documentation, return of the item, or inspection before approving any remedy.

At our discretion, the remedy may be one or more of the following:

Repair of the item
Replacement with the same or reasonably equivalent item
Assistance with a manufacturer warranty claim
Store credit
Refund of the item purchase price

Shipping, delivery, labor, installation, setup, programming, configuration, removal, and related service charges are not refundable unless specifically required by law or agreed to in writing.

Manufacturer Warranties

For new equipment, warranty coverage, if any, is generally provided by the manufacturer, not by NextLevel Production Services. We may assist with manufacturer warranty claims when reasonable, but we do not control manufacturer warranty decisions, processing times, replacement availability, or warranty exclusions.

Manufacturer warranty rights are in addition to any rights the buyer may have under applicable law.

Return Authorization Required

No item may be returned without written return authorization from NextLevel Production Services.

Unauthorized returns may be refused, returned to the sender, or held pending further instructions. The buyer is responsible for all return shipping, freight, insurance, packaging, and handling costs unless we state otherwise in writing.

Returned items must be complete, safely packed, and include all accessories, cases, manuals, cables, power supplies, packaging, and included components.

Condition of Returned Items

If we approve a return as an exception, the item must be returned in the same condition as received. We may reject the return or deduct for missing parts, damage, wear, use, cosmetic changes, altered serial numbers, incomplete packaging, or any condition that reduces resale value.

Approved returns may be subject to a restocking fee.

Non-Refundable Charges

The following charges are non-refundable unless otherwise stated in writing:

Labor
Delivery, pickup, freight, or shipping
Setup, installation, programming, configuration, or testing
Design, consulting, engineering, or project management
Credit card, financing, or payment processing fees where not recoverable by us
Special-order deposits
Custom fabrication or modification charges
Payment Disputes

A return request does not suspend the buyer’s payment obligations. The buyer may not withhold payment, initiate a chargeback, or offset amounts owed without first giving NextLevel Production Services a reasonable opportunity to inspect the item and address the issue.

Policy Controls

If a written quote, invoice, sales order, or signed agreement provides different return terms for a specific transaction, that written document controls for that transaction.

NextLevel Production Services may update this policy from time to time. The policy in effect at the time of sale applies.

Twisted Vines 9026 Gobo

Standard Rental Rates