Before Returning a Product

We work hard to ensure that we always get your order right the first time. If you are having issues with a product, there may be other options before you return it:

If you’ve purchased downloadable software and need assistance with installation and/or activation, please contact us at sales@vray.us.

If you need Technical Support, please contact us at sales@vray.us or support@chaosgroup.com. Learn about the Chaos Group license agreement here.

If you’d like to return your purchase made in the last thirty days, without any hassles, contact us at sales@vray.us or by phone 1-800-548-1578. 

Please return your unopened, approved item to:

Trinity Animation, Inc.

ATTN: RETURNS

672 SE Bayberry Lane Suite 101

Lee's Summit, MO 64063

Trinity Animation's return policy is summarized here. 

The return policy is provided in addition to any statutory return rights that you may have under law. We will accept returns and exchanges for items that meet the return criteria set forth below for 30 days from the date of purchase or download, as applicable. Exceptions are stated below. We may deny any return or exchange if it fails to meet our return criteria.

Return Criteria

All products must be returned undamaged and in good condition. All returns and exchanges must be accompanied by the original documentation, instruction manuals, registration, parts and components and the original manufacturer's packaging. If you are returning software, you must also include all media and product keys. Failure to include all related items may prevent or delay your refund or exchange. 

Trinity Animation will not accept the following items for return: Download-only software products that have been downloaded and/or activated. NOTE: 30-day subscriptions of software must be canceled in 14 days in order to be eligible for a refund.

Additional Conditions:

Hardware, including dongles. Returns and exchanges of hardware will be honored for thirty (30) days from the date of purchase, provided the item has not been altered or shows wear or damage.

Software, DVDs, Books inclduing DVDs. All boxed software, DVDs and books containing DVDs must be returned with their seal intact. Opened software may only be exchanged for the same product if defective.  You may only return opened items during the return period if: (i) you don’t agree with the license agreement, or (ii) the media does not work, and (iii) only if you do not make or retain any copies.

Promotions and bundles. For promotional items and bundles, all included products must be returned together. When a bundle is purchased and only part of the bundle is returned, the bundle discount is void, and the total bundle discount will be deducted from the refund.

Please contact Sales and Support to request a return no later than thirty (30) days after the date of purchase. Once you follow the instructions and complete the return process with our friendly support staff, we’ll send you a confirmation email with additional return details, if applicable.

When you make a qualifying return, we will credit the full amount, less the original shipping and handling charges, if any, and you will receive your refund in approximately 3-5 business days. Refunds will be made in the same method as payment or by check.

Status of a Return

Please contact us at sales@vray.us or by phone 1-800-548-1578.