Refund policy

Refund & Returns Policy

You have 30 days from delivery to ask for a refund, and you can cancel for free at any time before your order ships.

Cancelling before your order ships

You can cancel for a full refund at any time before your order ships. Email emailstaffsupport@gmail.com with CANCEL and your order number in the subject line. Once your order has shipped, it can no longer be cancelled, but you can still return it under our 30-day guarantee.

30-day money-back guarantee

If you are not happy with your item, you can ask for a refund within 30 days of delivery. The 30 days start on the delivery date shown in tracking, not on the date you ordered.

To qualify, the item must be:

  • unused, or only lightly tried, and in the same condition you received it
  • in its original packaging, with all parts and accessories included
  • returned within 14 days of us approving your return

For change-of-mind returns, you pay the return postage. We recommend a tracked service, because we cannot refund a return that never reaches us.

Damaged, faulty or wrong items

If your item arrives damaged or faulty, or we sent the wrong item, email us within 7 days of delivery. We will send a free replacement or give you a full refund, whichever you prefer. In most cases you will not need to send the item back.

What we need from you

With every damage, fault or wrong-item claim, please send:

  1. your order number
  2. clear photos or a video of the problem, including one photo of the whole item
  3. a short description of what is wrong
  4. a photo of the outer packaging as it arrived

Please keep the item and its packaging until your claim is settled.

How to start a return

  1. Email emailstaffsupport@gmail.com with your order number and the reason for your return.
  2. We reply within 2 business days with the return address and instructions.
  3. Send the item back within 14 days, and send us the tracking number.
  4. We refund you once the return arrives and we have inspected it.

Please do not post anything back before you have contacted us. We cannot process or refund returns sent without approval, or returns sent to the wrong address.

What is not covered

  • small differences in colour, brightness or projection size caused by your room, wall or screen
  • normal wear and tear
  • damage caused by misuse, dropping, water, the wrong power supply, or changes you have made
  • damage caused by pets, apart from normal use of a pet product as intended
  • items that are used, damaged or missing parts, unless they arrived faulty
  • delays that are within our stated shipping times
  • parcels refused at delivery, or customs charges you refused to pay
  • orders sent to an incorrect address that you entered at checkout
  • claims that do not include the evidence listed above
  • items bought at a discount or as part of a bundle, which are refunded at the price you actually paid

Refunds

Once your return is approved or received, we process your refund within 5 business days. Refunds only go back to the original payment method, never to a different card or account. Your bank may take a further 3–10 business days to show the money.

Shipping Protection and Express Shipping fees are not refunded once your order has shipped, unless we made a mistake. Standard shipping is free, so there is nothing to deduct for it.

Your legal rights

Nothing in this policy affects your statutory rights. If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel a distance purchase within 14 days of receiving it. You also have separate legal rights for faulty goods. To use these rights, email emailstaffsupport@gmail.com.

Contact us before you dispute a payment

If there is a problem with your order, please email us first. We answer every email, and we would rather fix it with you directly. Opening a chargeback or payment dispute without contacting us means we cannot help you, and it usually delays the outcome by several weeks.

If a payment dispute is opened, we will give the payment provider our full order record. That includes your checkout details, all our emails with you, dispatch confirmation and carrier tracking.

Our rights

We may:

  • turn down a request that does not meet the conditions in this policy
  • ask for more evidence before we approve a claim
  • offer a replacement, a partial refund or a full refund, at our reasonable discretion
  • turn down repeated or duplicate claims that are not made in good faith