Refund and Returns Policy

30-day returns

You have 30 days from the day your order is delivered to request a return. To start one, contact us at Contact with your order number. We'll reply with return instructions and the return address.

Items sent back without requesting a return first cannot be accepted.

Return shipping — please read before sending anything back

Contact us first. Do not ship anything before we reply.

Please note: returns are shipped to our fulfilment centre outside the United States, at the customer's expense

If a physical return is required, return shipping is paid by the customer. We recommend a trackable service — we cannot issue a refund for a package that never reaches us. Original shipping charges are not refunded.

Defective, damaged, or incorrect items are handled differently and at no cost to you (see below).

Condition requirements

We know a projector has to be plugged in and tested — trying it out does not void your return. If we ask you to send the item back, it must arrive:

• in its original packaging
• with all accessories included (remote, power adapter, cables, manual)
• in resellable condition, with no physical damage, cracks, or missing parts
• with a serial number matching the unit we shipped

Returns arriving with missing accessories will be refunded minus the replacement cost of those items. Returns arriving physically damaged or without original packaging may be refused or partially refunded.

Product characteristics that are not defects

Our projectors are rated as follows:

Model	Brightness	Native resolution
StoryGlow Pro	250 ANSI lumens	1280×720
StoryGlow Max	320 ANSI lumens	1080p

The following are normal characteristics of these models and are not covered as defects:

• Image brightness in lit rooms. Both models are designed for dark or dimmed environments. A washed-out picture in daylight or with room lights on is expected behaviour at these brightness ratings. The Max is brighter than the Pro, but neither model is intended for daytime viewing in a sunlit room.
• Native resolution. Both models accept 1080p input signals and scale them to their native panel resolution.
• Fan noise. Audible cooling fan noise during operation is normal.
• Manual focus and keystone adjustment. The image requires manual setup after positioning.
• Small text legibility. Documents, spreadsheets and web pages are not comfortably readable at this resolution. The projector is intended for video, gaming and presentations, not as a work monitor replacement.

If you are unhappy with any of the above, you are still covered by the 30-day return window — it will simply be handled as a standard return rather than a defect claim.

Damaged, defective, or incorrect items

Inspect your order as soon as it arrives. If the item is damaged, faulty, or not what you ordered, contact us within 72 hours of delivery and include:

• photos of the item showing the issue
• photos of the outer shipping box and inner packaging
• a short video if the fault is with the image or power

In most cases we will send a replacement

Non-returnable items

Gift cards cannot be returned.

Refunds

If we approve a refund without requiring a return, we issue it within 3 business days of approval. If a physical return is required, we inspect the item on arrival and issue the refund within 10 business days of receiving it — please allow for international transit time on top of that.

Approved refunds go to your original payment method. Original shipping charges and return shipping costs are not refunded.

Your bank or card issuer may need additional time to post the refund. If more than 15 business days have passed since we approved your return, contact us at contact.catzilla.us@gmail.com.