Refund policy
Refund & Return Policy
30-day happiness guarantee. If you are not happy with your Pawlume projector for any reason, you have 30 days from the day it is delivered to request a return for a full refund of the product price.
Eligibility
To be eligible for a return, the projector, the magnetic mount, your custom photo lens and any accessories must be:
- in the same condition you received them, without damage,
- complete, with all parts,
- in the original packaging.
You will also need your order number or proof of purchase.
How to start a return
Email us at flametrigger99@gmail.com with your order number and the reason for the return. If the return is accepted, we will reply with the return address and step-by-step instructions. Please do not send anything back before you receive these instructions, as parcels sent without an approved return request cannot be accepted.
Return shipping costs
For standard returns (change of mind, no longer needed) the customer covers the cost of return shipping and any import duties or fees on the returned parcel. If the return is due to our mistake, such as a defective, damaged or incorrect item, we cover the return shipping and any reasonable return-related costs.
Damaged, defective or wrong item
Please inspect your order when it arrives. If the projector does not light up, the photo lens is damaged, or the projection does not match the photo you sent, email us within 7 days of delivery with your order number and a photo or short video of the problem. We will send a replacement or refund you in full, and you will not be asked to pay anything.
If only the outer shipping box is damaged and the product itself is intact, the order is not considered damaged.
Custom photo lenses
Because every photo lens is made from your own photo, we cannot resell it. We still honour the 30-day guarantee on the full kit; we only ask that you send a clear, well-lit photo so the first result is the right one.
Non-returnable items
Shipping Protection and 90 Days Warranty add-ons are not returnable once the order has shipped. We also cannot accept returns of items that have been modified or damaged through misuse.
European Union: 14-day right of withdrawal
If your order is delivered within the European Union, you also have the right to cancel it within 14 days of delivery for any reason. The item must be unused, complete and in its original packaging, and return shipping is at your cost unless the item is defective or incorrect. This right is in addition to our 30-day guarantee.
Refunds
We will email you once your return has been received and inspected. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may need a few extra days to show the refund. If more than 15 business days have passed since your refund was approved, email us at flametrigger99@gmail.com.