Hardware Terms of Service

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.

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.

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. 

• 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.

For pre-orders, we support and ship to the following regions as of 12-05-2026 (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 East Asia:

China, Hong Kong, Japan, Malaysia, Singapore, South Korea, Taiwan

In West Asia:

Israel, Qatar, Saudi Arabia, United Arab Emirates

In the rest of the world:
New Zealand and Australia.

Orders for the Beyond headset can be canceled free of charge any time before your order ships. Cancellations for multiple headset orders placed within 7 days may be subject to a 5% processing fee.

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

If your lenses or Custom-fit Cushion have begun or finished production, these items are no longer refundable.

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).

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

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. "No longer in new condition" includes headsets used for more than 20 usage hours, as seen inside the Bigscreen Beyond Utility. You might be liable for diminished value of the hardware caused by its treatment while in your possession.

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). You will be responsible for paying return shipping costs for the hardware.

Bigscreen Beyond supports the right to repair movement. Affordable replacement parts are available for purchase through customer support at support@bigscreenvr.com. 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.

• 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.

• 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

• In cases where a customer has problems using the 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 ensure their Custom-fit Cushion is providing a comfortable experience, and replace it if need be.
  
  
• When replacing a headset, we require the customer to return the original headset in full working condition in the original box with all requested components.
  
  
• Custom-fit Cushions that don't provide the intended experience may be replaced for free within 30 days after receiving your Beyond. Otherwise, new cushions are available for purchase by contacting support.
  
  
Having issues? Email us at support@bigscreenvr.com.