Clear policy for
professional purchases.
At Full-Stage we work with heavy, customized equipment and international logistics. Our policy differentiates cancellations, damages, warranty and returns. Each case is reviewed with evidence and in writing.
We don't sell generic shelf products
LED screens, truss, stages and structures. These are heavy pieces of equipment, often configured to order. Once production, inspection, packaging or international logistics have started, costs are generated that cannot be reversed like a retail purchase.
Custom production
Each project may require specific configuration, components, measurements, accessories or preparation before shipping.
Documented inspection
Before shipping, we share photos, videos and component review so the customer confirms before dispatch.
International logistics
Eligible products include ocean freight, customs, tariffs and DDP delivery to the agreed destination.
Non-reversible costs
Started production, purchased components, completed packaging or loaded cargo generate costs that cannot be recovered.
Active after-sales support
If something fails, we review whether it corresponds to warranty, transport damage, configuration or technical support — not automatic return.
Cases reviewed in writing
Any exceptional request is evaluated with evidence and responded to in writing before determining the solution.
Before shipping, we verify and document.
Before an order leaves the factory, Full-Stage can conduct a visual and technical inspection with photo or video evidence. This documentation confirms that the equipment matches the approved order before transport.
- Photos or video of the product when applicable
- Review of main components
- Validation of packaging and protection
- Confirmation of included accessories
- Evidence before dispatch
- Direct communication before shipping
You see the equipment before it leaves the factory.
We don't dispatch blindly. Evidence is shared for your approval before shipping, not after delivery. That changes the conversation if something doesn't match.
Cancellations depend on the stage
Not all cancellations are treated the same. An order that hasn't started production doesn't carry the same cost as equipment already manufactured, inspected, packaged or shipped.
If you have questions about your order's current status, contact us before making any formal request. The sooner you communicate, the more options are available.
If something arrives damaged or doesn't match.
If you receive a product with visible transport damage, missing parts, or discrepancies from the agreed order, contact us as soon as possible with evidence. Full-Stage will review the case to determine the solution.
- Report the case immediately with photos and video
- Include order number and problem description
- Keep boxes, pallets, protections and labels
- Do not install or use the equipment before reporting
- Full-Stage reviews whether warranty, replacement or logistics claim applies
- Documented solution communicated in writing
When a return does not apply.
Due to the professional nature of our products — heavy, customized, and with international logistics — Full-Stage does not accept returns for change of mind, late cancellation, or incorrect purchase.
The quote is the moment to clarify any questions.
An expert validates with you the equipment compatibility, required accessories, logistics conditions and any requirements before confirming the order. Without that, there's no way to know the equipment is the right one.
A technical failure doesn't mean returning the equipment.
In professional equipment, most situations are resolved with remote diagnosis, configuration, technical support or parts coordination. Full return is the exception, not the rule.
Full-Stage reviews each case with evidence, determines the correct category (warranty, support, replacement or return) and responds in writing with the next step.
Do not use or install the equipment if you believe there is a visible defect. Subsequent use can void a warranty or return request.
Direct answers about returns
Does Full-Stage accept returns?
Due to the professional, heavy, and often customized nature of our products, Full-Stage does not accept automatic returns for change of mind, late cancellation, or incorrect purchase. Each case is reviewed according to the order stage, evidence, and conditions agreed in writing.
Can I cancel an order after paying for it?
It depends on the order stage. If production, component purchasing, inspection, packaging or logistics have already started, cancellation may not be accepted or may generate unrecoverable costs. If the order has not yet started production, Full-Stage will evaluate the best possible solution and respond in writing.
What happens if the product arrives damaged?
Contact us as soon as possible with photos, video, order number and evidence of the damage. We recommend reporting within the first 72 hours of delivery. Full-Stage will determine whether it corresponds to transport damage, warranty, or replacement. Keep all packaging until the case is resolved.
Is warranty the same as a return?
No. Warranty covers manufacturing defects: 2 years on LED screens, truss and structures; 1 year on professional lighting. Most warranty failures are resolved with remote diagnosis, technical support or a coordinated replacement part. Full return is the exception and is evaluated separately.
Does Full-Stage offer refunds?
No automatic refunds are issued on customized, made-to-order, inspected, packaged or shipped products. Any exception must be approved in writing and may deduct costs already incurred: production, components, packaging, freight, customs, banking costs and other non-recoverable expenses.
Does DDP shipping also cover a return?
Not automatically. DDP applies to the initial purchase: freight, customs, tariffs and delivery to destination. Any subsequent logistics related to return, repair, reshipping or customs is reviewed in writing on a case-by-case basis.
What if I bought the wrong product?
If the error is reported before production, Full-Stage will try to help you correct the order. If the product has already been manufactured, shipped, installed or used, cancellation, return or refund may not apply. That's why we recommend confirming all details during the quote before paying.
How do I start a claim?
Write to us via WhatsApp or at info@full-stage.com with your order number, product description, case explanation, photos and videos. Our team will review your case and respond in writing with the next step according to the order stage and applicable coverage.
Do I need to keep the original packaging?
Yes. If there's possible transport damage, missing parts or a logistics claim, keep boxes, flight cases, pallets, protections and labels until the case is fully reviewed and resolved. Packaging is key evidence for any claim with the logistics carrier.
Every claim is evaluated with evidence and answered in writing
We review every case with evidence
and respond in writing.
If you have a specific situation, tell us. We review, classify and respond — warranty, technical support, replacement or whatever solution applies.
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