Nextdev North Limited / Grand Videoke North America - Canada & US Return Policy
As of August 16, 2023

Qualified Returns

Our policy lasts for 30 days from the date of delivery for qualified returns. These types of returns are for products with factory defects, software/hardware issue that can’t be resolved by our support team over the phone/by email/by video call, or in other cases where Nextdev North Limited determines that the product is accepted as a qualified return.

Change of mind, “wardrobing”, complaint on song selection/contents (song list can be found on our downloads page or on our product pages), audio delay due to connection or third-party equipment issue, and other issues that are not related to product defect or workmanship issue are not qualified.

To acquire full eligibility for a return, plus exchange or refund, the product must be in the same condition that you received it. It must also be in the original packaging.

The restocking fee may be waived on most circumstances, which will be confirmed by Nextdev North Limited over communications with the customer. We will charge you a restocking fee of CAD $50.00 + HST/GST/PST (in Canada) or USD $40.00 (in the US) if the product is not received on the same condition that you received it. We may also charge damage or missing item fees of at least CAD $50.00 + HST/GST/PST (in Canada) or USD $40.00 (in the US) for every item damaged or missing that is not related to the original complaint for the qualified return in case there are such.

You may need to pay for the return shipping and insurance of the product under this return, but on most circumstances, these are being paid for by Nextdev North Limited especially when the product has been determined as having a factory defect or an unresolvable software/hardware issue within 30 days from the date of delivery.

To make a return, please email us at hello@grandvideoke.ca. We will be sending you a Service Number or Return Number which will be used to track your case file and to confirm that you can start the return process.

Please do not send your purchase back to the manufacturer.

Non-Qualified Returns

Our policy lasts for 7 days from the date of delivery for non-qualified returns. These are returns that are not accepted as described under Qualified Returns, including but not limited to change of mind, “wardrobing”, complaint on song selection/contents (song list can be found on our downloads page or on our product pages), audio delay due to connection or third-party equipment issue, and other issues that are not related to product defect or workmanship issue are not qualified. Other returns not described under Qualified Returns which are determined by Nextdev North Limited as such are also under Non-Qualified Returns. You are not allowed to return the product after 7 days from the date of delivery.

You will be charged the 40% of the value of the product plus the equivalent HST/GST/PST and customs charges (if return is coming from the US), plus damage or missing item fees of at least CAD $50.00 + HST/GST/PST (in Canada) or USD $40.00 (in the US) for every item damaged or missing in case of such.

You will be responsible for the cost of the return shipping and insurance. All products must be insured in the full invoice value of your original purchase. You will be charged CAD $50.00 + HST/GST/PST (in Canada) or USD $50.00 (in the US) if we confirm that the product was not insured correctly.

All charges are to be deducted from the refund amount that you’ll be receiving. If the charges are over the refund amount, we will be charging your original payment method.

To make a return, please email us at hello@grandvideoke.ca. We will be sending you a Service Number or Return Number which will be used to track your case file and to confirm that you can start the return process. Approval of a non-qualified return is at the sole discretion of Nextdev North Limited, and we have the right to refuse acceptance or approval of such cases.

Please do not send your purchase back to the manufacturer.

Absolutely No Returns for Some Items (includes GV Song Update Codes)

Several types of goods are not allowed to be returned. This includes digital products such as the GV Song Update Codes.

If you have experienced errors on the GV Song Update Code(s) that you have purchased, please email us at hello@grandvideoke.ca.

Perishable goods, if ever offered for sale by Nextdev North Limited, such as food, flowers, newspapers or magazines, cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items

There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds and Exchanges (after Return)

Once your return is received, we will send you an email to notify you that we have received your returned product and we will do an inspection. Inspection is done in 7-15 working days. Once inspection has been completed, we will notify you of the approval or rejection of your refund or exchange, or if there are charges that will be deducted from your refund.

If you are approved, then your refund or exchange will be processed. For refunds, credit will automatically be applied to your credit card or original method of payment, usually within 30-45 working days after the completion of inspection. For exchanges, we will be sending you a notification via email with the tracking number of your replacement system. We may charge you a shipping fee for the exchange product, but this may be waived on Qualified Returns.

To do a refund or exchange, please email us at hello@grandvideoke.ca. We will be sending you a Service Number or Return Number which will be used to track your case file and to confirm that you can start the return process with our instructions, which eventually proceeds to refund or exchange.

Late or Missing Refunds

It may take some time before your refund is officially posted as banks and credit card companies have different processing times.

If you think you haven’t received a refund yet, first recheck your bank account or your online credit card statement. If the refund credit has not reflected yet, contact your bank or credit card company.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@grandvideoke.ca.

Clearance Items

Only regular priced items may be refunded. Clearance items are not applicable for refunds. Clearance items are described on your sales invoice/receipt.

Shipping

To return your product, please send us an email at hello@grandvideoke.ca. The return address is going to be included on our instructions when you open a return/exchange/refund case with us.

You can only ship your return when you were given an authorization by Nextdev North Limited via email. Unauthorized returns will not be honoured.

You will be responsible for paying for your own shipping costs for returning your item, unless otherwise specified by Nextdev North Limited, or if your product is approved for free returns (like for most cases of Qualified Returns). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund, unless otherwise specified by Nextdev North Limited.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item of relatively high value (i.e. CAD $75.00 / USD $60.00 or higher), you must use a trackable shipping service and purchase shipping insurance. You will be charged CAD $50.00 + HST/GST/PST (in Canada) or USD $40.00 (in the US) if we confirm that the product was not insured correctly. We cannot guarantee that we will receive your returned item.  

Order Cancellation

As our products are in high-demand, we can only cancel orders within the the next 5 minutes when the order is placed. Once this time limit has passed, absolutely no cancellation will be accepted.

Nextdev North Limited is not responsible for charges related to unconfirmed cancellation through 24/7 Live Experts via website chat, email, or voice messages.