What is your refund policy?<\/strong>
Under HTC\u2019s Product Return Policy (\u201cPolicy\u201d), products must be returned within 14 days of receipt of purchase to be eligible for refund. Refunds will be issued to the original purchase payment method. Digital\/virtual content is non-refundable unless purchased as a pre-order. Other products designated, \u201cnon-refundable\u201d, by HTC, including gift cards and any products that have been personalized or modified in accordance with your instructions, are ineligible for refund. Shipping fees are non-refundable.

To be eligible for refund, you must return the entirety of the product in its original packaging, together with the applicable proof of purchase (a copy of your receipt. The product you are looking to return must be received by HTC within thirty (30) days of the return being initiated. If, upon our inspection of your returned item, we determine that the Product(s) has been damaged, is missing components, and\/or is not in resalable condition then HTC reserves the right to find the refund ineligible. If you return a Product bought as part of a bundle or promotion but do not return all the bundled\/promotional Products, we will refund only that portion of your purchase price attributable to the returned item(s). Please contact Customer Service to start your return process.<\/p>\r\n

Extended holiday return period<\/strong>
Products purchased on http:\/\/www.vive.com<\/a> between November 22nd through December 24th, must be received by end of business hours (Pacific Time) on January 14th. Excludes gift card purchases. Standard return terms otherwise apply. If you purchased your Product from http:\/\/www.vive.com<\/a> and would like to request a refund, please click here<\/a> for instructs on how to request a refund.<\/p>\r\n

For nonconforming products:<\/strong>
If you are returning a product under HTC\u2019s Limited Product Warranty<\/a> (for example, the product is missing parts or is non-functional upon arrival), please follow the procedures set forth in that document. Please contact HTC\u2019s Customer Service<\/a> for further information.<\/p>\r\n

When will I see my credit appear in my account?<\/strong>
After receiving your returned product(s), your refund will appear in your account. The amount of time this takes will vary based on your banking institution.

Third-party products are not covered by HTC\u2019s Limited Product Warranty. You should follow the warranty process provided by the manufacturer or supplier for return of those products.<\/p>" } }, { "@type": "Question", "name": "Tax Exemption Form Instructions ", "acceptedAnswer": { "@type": "Answer", "text": "

When you place an order with Tax Exemption, please make sure the form is complete prior to uploading.

Common Mistakes:

1. Provide the title and type of the certificate you are submitting
2. Provide a description of the goods being purchased
3. Provide a personal phone number
4. The vendor\/seller details need to be amended to show Luzern Technology Solutions Ltd (not HTC):
\u00a0\u00a0Luzern Technology Solutions Ltd
\u00a0\u00a0B2 Ballycoolin Business Park
\u00a0\u00a0Ballycoolin Road
\u00a0\u00a0Dublin 15
\u00a0\u00a0D15 YD 79
\u00a0\u00a0Ireland
5. Make sure the uploaded copy is complete with all details filled in
6. All certificates should be addressed to Luzern Technology Solutions Ltd.<\/p>" } }, { "@type": "Question", "name": "What payment methods are available?", "acceptedAnswer": { "@type": "Answer", "text": "

We accept Visa\u00ae, MasterCard\u00ae, American Express, PayPal, Google Pay, Apple Pay and wire transfers.<\/p>\r\n

Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

For Offline Bank Transfer, in order to allocate your payment properly, please ensure that you quote your order number on your transfer.
Please note that your transfer should be your order total, plus any fees your bank charges. Failure to include payment for all fees may result in your payment being insufficient for order release.<\/p>" } }, { "@type": "Question", "name": "How do I get technical support for my product?", "acceptedAnswer": { "@type": "Answer", "text": "

For Information, User guides, and FAQs regarding the installation, activation, use, or uninstallation of your product(s), please visit VIVE Support<\/a>.
For technical support, ecommerce support, and other questions Submit a Support Request<\/a>.<\/p>" } }, { "@type": "Question", "name": "What do I do if my activation code is not working?", "acceptedAnswer": { "@type": "Answer", "text": "

First, make sure you have the correct\u00a0activation code. You can get your\u00a0activation code from the License Code email that was sent when the order was submitted, or by looking up your order<\/a>.<\/p>\r\n

Second, please note that serial numbers, registration numbers, activation codes, and passwords are usually case-sensitive. Make sure you are entering your code in the right case.<\/p>\r\n

If you have verified that the code you've entered is correct and you're still having difficulties, please contact Customer Service<\/a>.<\/p>" } } ] }

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Frequently Asked Questions

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My Account (1)

856 views &nbsp March 25, 2021
  • My Account Login

    To see your profile, update address, change payment information, and/or view order history, please l...
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Order Information (8)

885 views &nbsp March 25, 2021
  • What is my order status?

    Click here to look up your order.
    Read more

  • What payment methods are available?

    We accept Visa®, MasterCard®, American Express, PayPal, Google Pay, Apple Pay and wire transfers. O...
    Read more

  • Should I use spaces or dashes when I enter my credit card number?

    No. Enter your credit card number without any spaces or special characters. It should be entered as ...
    Read more

  • Does my billing address have to match the address on file with my credit card?

    Yes. For credit card verification you must enter your billing address exactly as it appears on your ...
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  • Why is my credit card being rejected?

    There are many possible reasons for a credit card not being accepted:The card has expired. Inco...
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  • How will the charge show up on my credit card?

    The charge for your order will appear on your credit card as: "HTC by Luzern"
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  • Do I have to pay sales tax?

    Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indic...
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  • How do I get a copy of my invoice?

    Please contact Customer Service to obtain a copy of your invoice.
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Shipping Information (6)

845 views &nbsp March 25, 2021
  • What is my order's shipping status?

    Click here to look up your order and see the shipping status.
    Read more

  • Can I change my shipping address?

    Unfortunately, you cannot change your shipping address after you submit your order. Orders with phys...
    Read more

  • Can I change my shipping method?

    Unfortunately, you cannot change your shipping method after you submit your order. Orders with physi...
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  • When will my backorder ship?

    Although we try to maintain inventory of all products in the warehouse, occasionally an item will be...
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  • Do you ship to my country?

    You can find a list of countries we are able to ship to displayed in the shopping cart during the pu...
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  • List of affected postal codes and products

    List of products contain with battery: 1. 99H12208-00: VIVE Power Bank (21W)2. 99H12237-00: VIVE ...
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Technical Support (3)

778 views &nbsp March 25, 2021
  • How do I get technical support for my product?

    For Information, User guides, and FAQs regarding the installation, activation, use, or uninstallatio...
    Read more

  • Why do I need to set my browser to accept cookies?

    Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as ...
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  • Are cookies a security risk?

    No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, jus...
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Returns and Cancellations (4)

1213 views &nbsp March 25, 2021
  • What is your refund policy?

    What is your refund policy?Under HTC’s Product Return Policy (“Policy”), products must be returned w...
    Read more

  • How do I request a refund?

    To request a refund, you must look up your order and then use the request a refund option to submit ...
    Read more

  • How do I cancel my order?

    Physically shipped purchases that are in stock are processed immediately upon completion and may not...
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  • How do I request a replacement?

    If for some reason your Product does not work as expected or is missing parts when it arrives and yo...
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Privacy and Security (2)

803 views &nbsp March 25, 2021
  • What is your privacy policy?

    Click here to view the Luzern's privacy policy.
    Read more

  • What is Luzern's Data Secure Protection?

    To protect your data, Luzern takes appropriate measures that are consistent with applicable data pro...
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Other Questions (2)

714 views &nbsp March 25, 2021
  • How do I get my activation code for content/service I purchased?

    If your product requires an activation code, you can usually find it in the License Code email that ...
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  • What do I do if my activation code is not working?

    First, make sure you have the correct activation code. You can get your activation code from the Lic...
    Read more

    • View all

Tax Exemption Form Instructions (1)

848 views &nbsp October 19, 2022
  • Tax Exemption Form Instructions

    When you place an order with Tax Exemption, please make sure the form is complete prior to uploading...
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    • View all