Refund & Return Policy
Last updated: 22 June 2025
1 · Order Cancellation (Change‑of‑Mind, Purchased by Mistake)
When you can cancel
• Orders may be cancelled only before the product has entered production or been dispatched from our distribution facility.
Fees & deductions
• A payment‑processing fee of 2 – 7 % (set by your card provider or payment gateway) will be deducted from any refund.
• Logistics costs already incurred—up to 50% of the pre‑discount order value—will also be deducted.
After dispatch
• Once an item has shipped, the order cannot be cancelled.
• If you ask us to recall a shipment in transit, the same logistics deduction (up to 50 %) applies.
2 · Custom‑Designed & Bespoke Products
Because custom items are built to your unique specifications, they cannot be cancelled or refunded once production has begun.
• Any deposits or progress payments become non‑refundable at that point.
• We are unable to resell these items, so please review your order carefully before approving production.
3 · Order Modifications (Custom Products)
If you need to amend a custom order, contact us immediately after checkout. We will confirm in writing whether the change is possible.
• Changes requested after production starts may be declined or may incur additional charges.
4 · Exchanges (Screens, Projectors & Electronics)
- Condition – Items must be brand‑new, unused and in their original packaging. Photo or video evidence is required for approval.
- Shipping – Outbound and return freight is the customer’s responsibility.
- Store credit – Once the item passes quality control, we issue a store credit equal to the item price minus the original shipping cost (30 % of the item price).
5 · Returns due to Address Errors, Access Issues or Compatibility
| Scenario | Customer costs |
|---|---|
| Incorrect / incomplete delivery address | Return freight + restocking fee below |
| Building access impossible (package too large, no lift access, etc.) | Return freight + restocking fee below |
| Product incompatibility (e.g. projector not suitable) | Return freight + restocking fee below |
Restocking fee – 25 % of the item value. Initial outbound freight is non‑refundable.
Condition – Item must be brand‑new and in original packaging.
6 · Standard Returns Window (Screens, Projectors & Accessories)
| Timing after delivery | Restocking fee | Notes |
| Within 14 days | 0% | Return label must be used within 7 days of issue (Return article must be in brand new sealed box) |
| 14 – 30 days | 25 % | Missing accessories or cosmetic damage also incur this fee |
| > 30 days | 50 % | |
| Intentional damage | Up to 80 % | Determined by our QC team |
All returns are subject to inspection. Items not in sellable condition will be refused; you will be responsible for return freight back to you.
Gifts / bonus items – You may either return any free gifts or keep them; if kept, their retail value will be deducted from your refund.
7 · Refunds
• Refunds are issued to the original payment method within 3 – 5 business days of passing quality inspection.
• Your bank may take an additional 1 – 3 business days to post the credit.
• Refund amount = Item price minus initial shipping, processing fees and any applicable restocking fees.
Bundle Deals
When part of a bundle is returned, kept items revert to their current regular (non‑bundle) prices and the refund is adjusted accordingly.
8 · Products Not Eligible for Return (Laser TV Cabinets / Furniture / Theatre Fittings)
Due to their size and made‑to‑order nature, these items are non‑returnable and non‑refundable. Manufacturing defects are covered by our warranty; we will repair or replace the product free of charge within the warranty period.
9 · Late or Missing Refunds
If a refund has not appeared:
- Check your bank or card account again.
- Contact your card issuer; some banks post credits with a delay.
- If you still need help, email us for a proof‑of‑refund reference.
10 · How to Start a Return or Exchange
- Email [email protected] within 14 days of delivery with your order number and reason for return.
- Our team will review your request and, if approved, send a return label and instructions.
- Ship the item within 7 days of receiving the label.
- We will notify you once your return is inspected and your refund or store credit is processed.
Questions? We are here to help. Contact our Customer Service team at [email protected] for any clarification regarding this policy.