Order Terms of Service

Hardware Terms of Service

Order Policy

Orders are fully refundable deposits. Orders will be charged in full at the time of check-out. As a custom-made product, it can take a couple weeks to a couple months to manufacture and ship your order. For information about shipping estimates after check-out, see Shipping Policy below. For information about canceling an order before it ships, see Canceling your Order below.

Financing Policy

Rates from 0-36% APR. For example, a $999 Bigscreen Beyond might cost $32.23/mo over 36 months at 10% APR. Payment options through Affirm are subject to an eligibility check and are provided by these lending partners: http://affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. CA residents: Loans by Affirm Loan Services, LLC are made or arranged pursuant to a California Finance Lender license. For licenses and disclosures, including information for see affirm.com/licenses. If you finance your purchase your first payment is due approximately two weeks after your purchase is submitted. Please note that due to extended delivery times, your loan payment(s) may be due before you receive your purchase.

Shipping Policy

As Beyond is a tailor-made product, there are lead-times to shipping.

  • The expected time-frame of dispatch will be present on the product page at the time of ordering
    • This expected time-frame is only an estimate, due to the somewhat unpredictable nature of custom manufacturing.
    • Product delivery dates may vary, and we will keep you updated to the best of our ability on the status of your order.
  • At check-out, you might be able to select a shipping option. The time estimate there is an estimation of how many days the shipping process will take from dispatch.
  • You will receive an email with a tracking link when your order is shipping.
  • The risk of loss of, or damage to, products shall pass to you when you, or a person designated by you, acquires physical possession of the products. Title in the products shall pass to you when the products are picked up by the carrier from our warehouse. At this point, you will receive a shipment notification email. If there are any issues with delivery, please contact support@bigscreenvr.com to resolve. 

Tracking shipments

  • When your order is shipping, you will receive an email from us which will include a tracking number you can use to check its status.
  • Please allow the tracking link 48 hours to start working. If the link continues not to function, please reach out to us at support@bigscreenvr.com
  • After items have been shipped and a tracking number has been assigned, please first work with the respective shipping company if problems were to occur.

Shipping regions (Availability)

For pre-orders, we support and ship to the following regions as of 14/10/2023 (DD-MM-YYYY)

In the Americas we ship to:
The United States and Canada.

In Europe:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, (The) Netherlands, Latvia, Lithuania, Luxembourg, Malta, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden,Switzerland and The United Kingdom

In the rest of the world we ship to:
Japan, New Zealand, and Australia.

Canceling your order

Orders for the Beyond headset can be canceled free of charge any time before your order ships. 

Separate orders containing solely prescription lenses can be canceled free of charge any time before your lenses are produced.

If your lenses have been produced already, we can cancel your order and refund you the cost of shipping, but we cannot refund you the cost of the lenses.

To cancel your order, please reach out to support@bigscreenvr.com. Please state your order number and reason for canceling in this email. We strive to process cancellations and issue refunds within 72 hours (excluding weekends and holidays). We will refund the amount to the payment method used originally, unless you have explicitly stated otherwise (if it is within our means to do so).

Right to return your order

Prescription lenses and headsets are excluded from the general right of withdrawal, as they are customized to the end user. Defects are still covered under our product warranty.

As Beyond is a custom made-to-order device tailored to the end user, typical consumer electronics policies aren’t applicable. If a customer is dissatisfied with their Beyond headset, they can return it for a refund minus a 20% ‘restocking fee’ to cover the irrecoverable expenses of creating the customized device. This restocking fee applies to all territories, including the EU. This is in line with EU law regarding customized products.

For headsets, you have the right to cancel and return any purchase of the headset within 14 days from the day on which you or any third party on your behalf receive(s) the hardware. To exercise this right, you must email Bigscreen at support@bigscreenvr.com within those 14 days and inform us of your intent to cancel/return.

Do not ship returned items to Bigscreen without Bigscreen first approving your intent to return and Bigscreen providing you a return shipping label.

This return program may not apply to you if the hardware has been damaged, modified, abused, or is otherwise no longer in new condition as a result of use or testing. You might be liable for diminished value of the hardware caused by its treatment while in your possession.

Effects of cancellation/withdrawal

We will refund all payments received from you for the items purchased excluding the cost of custom-made items, such as our custom cushion, as well as the cost of shipping.

We strive to issue refunds no later than 14 days after we, or anyone on our behalf, receive(s) the item. We will refund the amount to the payment method used originally, unless you have explicitly stated otherwise (if it is within our means to do so)

Right to Repair

Bigscreen Beyond supports the right to repair movement. Affordable replacement parts and repair guides will be available in the future at store.bigscreenvr.com and 3rd-party partners. A teardown video is available on YouTube, as well as 3D CAD files on SketchFab. User repair and user modifications may cause permanent damage to sensitive electronics and components within the device. User-caused damage voids warranty coverage.

Warranty Terms of Service

Bigscreen Beyond and replacement parts come with a 1 year limited warranty. EU purchases are eligible for a 2 year limited warranty. Warranty does not cover normal wear and tear or user damage.

Go to Warranty Page

Normal Wear and Tear

  • Cushions, Straps, and Cables may experience normal wear and tear damage not covered by the warranty. Affordable replacements will be available at store.bigscreenvr.com. However, in case of a manufacturing defect or abnormal failure, repaired or replacement parts will be provided at no cost.
  • As an ultra-light VR device with sensitive electronics, customers should use Bigscreen Beyond with significant care. The Bigscreen Beyond’s lenses should be stored away from sunlight which can damage it and the screens. Do not use any liquid or lens cleaner on the Bigscreen Beyond or its lenses. Lenses can be cleaned gently with a microfiber cloth. Bigscreen Beyond and its parts (cables, straps, etc.) have been tested to demonstrate durability in normal scenarios. Bigscreen Beyond is designed for personal use only, and is not designed for commercial scenarios. The products should not be dropped, thrown, rolled over with a chair, or abused.

Cushions – Replacements & Adjustments

  • If the cushion is unusable, we will work with each customer to diagnose the issue. In the event of a manufacturing defect or face scan defect, we will provide replacements at no cost.
  • As a hand-made product, cushions may have manufacturing marks, holes, or minor surface blemishes. This is to be expected with hand-made custom parts. As this does not affect product usability, minor marks and holes do not qualify as a manufacturing defect.
  • If customers desire extra cushions or adjustments to a cushion such as increased or reduced eye relief, replacement cushions are/will be available for sale on store.bigscreenvr.com

Bigscreen Beyond – Replacements & Adjustments

  • In cases where a customer has problems using Bigscreen Beyond, we'll work with them to ensure they have an excellent experience and diagnose the issue. For example, we’ll go through diagnostic steps to check if a customer has a correct IPD headset, and replace it if need be.

  • We may charge a restocking fee of up to $49 for headset replacements. The headset is eligible for a replacement within 14 days of product delivery. When replacing a headset, we require the customer to return the original headset in full working condition in the original box with all components and with less than 10 hours of usage time on the device. Having issues? Email us at support@bigscreenvr.com.

Privacy Policy

We understand the data you submit to us is more sensitive than with other VR headset purchases. Therefore we want to clearly state our commitment to protecting this special data.

  • We hold onto your 3D face-scan data indefinitely for the purposes of;
    • Providing a replacement cushion if necessary
      • (Loss or damaged shipment or loss/damage throughout use of the device)
    • General improvement of our 3D face-scanning algorithm and procedure
    • Investigating faults in our face-scan algorithm if issues are discovered with your cushion
  • We do not:
    • Sell your face-scan or related data in any form, raw data, nor any abstracted form, to third parties
    • Share your face-scan or related data with 3rd parties
  • We hold onto your prescription indefinitely for the purposes of;
    • Being able to provide replacement lenses if necessaryy
      • Lost or damaged shipment, loss/damage throughout use of the device)
    • Improvement to our lens manufacturing process based on common prescriptions and trends
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