Returns & Refunds

Last updated: November 13, 2026

SpokeVeil does not offer voluntary returns, exchanges or refunds for change of mind. Our 30-day issue-reporting policy covers faulty products, damage on arrival, incorrect items and missing included parts, subject to assessment. It is not a risk-free trial or a satisfaction guarantee. Mandatory consumer rights remain available and take priority over this policy.

1. Eligible product issues

Contact us if an item has a manufacturing or functional defect, arrives damaged, is different from what you ordered, is missing an included part, or materially fails to match the product description. We may reasonably assess the item before confirming the appropriate remedy.

Please inspect your order after delivery and report visible damage, shortages or an incorrect item promptly. Submit requests under our voluntary issue-reporting policy within 30 calendar days of delivery. This timeframe does not limit a longer period or remedy required by law, including a fault discovered later.

2. Reasons not covered by our voluntary policy

• Changing your mind, no longer needing the product, receiving an unwanted gift, ordering more than you need, or finding a lower price elsewhere.
• Choosing the wrong quantity or ordering a product that does not fit your intended setup where the relevant specifications were accurately disclosed.
• Personal preferences about appearance or the projection effect when the product operates as accurately described. Projection visibility varies with ambient light, mounting angle and ground surface. This does not exclude a genuine defect, misleading description or failure to meet mandatory standards.
• Normal wear and tear, or damage caused by accidents, misuse, improper installation, unsuitable charging, neglect, liquid exposure contrary to the supplied instructions, or modifications or repairs that caused the reported problem.

These exclusions apply only to the extent permitted by law. A fault unrelated to misuse or modification is not automatically excluded. Sale and discounted items retain the same mandatory consumer protections.

3. How to submit a claim

Contact our support team before sending anything back. Provide your order number or other reasonable proof of purchase, the item and quantity affected, a clear description of the issue, and when you first noticed it. Include relevant photographs or a short video where reasonably possible. Packaging photographs are useful for transit damage.

We may ask for reasonable troubleshooting information or arrange a physical inspection when needed. Please do not dismantle a faulty item or attempt an unsafe repair. An unboxing video and original packaging are not mandatory conditions for a valid statutory claim. If you cannot provide a photo or video, tell us so we can agree another reasonable way to assess the problem.

Claims must relate to the item supplied in the relevant order. Deliberately false, altered or misleading evidence and requests for duplicate reimbursement may be investigated. Each claim is assessed on its evidence; making a genuine claim does not remove your rights.

4. Return instructions and condition

If a return is needed, we will provide the return reference, confirmed destination and shipping instructions. Do not send a parcel to the address on the outbound shipping label unless we confirm it. Unannounced returns may take longer to identify and process; this administrative process does not invalidate mandatory rights.

Return the relevant item and the included parts we request, packed securely to prevent additional damage. Keep your tracking and postage receipt. We do not require a faulty item to be unused or in its original packaging to exercise statutory rights. Please tell us if a part or packaging is unavailable.

5. Assessment and remedies

A request does not automatically qualify for a refund. We will review the information and, where reasonably necessary, inspect the product. For a confirmed issue, we will provide the repair, replacement, missing part or refund appropriate to the circumstances and applicable law. Where the law gives you a choice of remedy, that choice remains yours.

For a minor issue, we may first offer a repair or replacement where permitted. If a refund is legally required, a replacement, store credit or discount will not be imposed instead. If assessment finds no qualifying issue, we will explain the outcome and any next steps. Returning a working item does not create a voluntary change-of-mind refund right.

6. Shipping and other charges

For confirmed defects, damage on arrival, incorrect items or other problems for which we are responsible, we will arrange a suitable return method or reimburse reasonable return postage as required by law. No restocking fee applies to a valid faulty-item remedy. Keep receipts and contact us before choosing an expensive shipping service.

If an inspection or collection charge could lawfully apply because no fault is found, we will disclose a reasonable estimate and obtain your agreement before incurring it. We will not impose an undisclosed handling fee. Optional shipping protection is not required to claim for an item that is damaged, faulty, incorrect or not delivered.

7. Refund processing

Approved refunds are made to the original payment method. We normally initiate the refund within 10 business days after approval and any legitimately required return or assessment, or sooner where the law requires. We will confirm it by email. Your bank or payment provider may need additional time to display the credit.

The refund covers the amount paid for the affected goods and associated charges required by law. Discounts are allocated as they appeared on the order; an item cannot be refunded at an undiscounted price that was not paid. We do not deduct ordinary use from a faulty-goods refund where prohibited. Any required refund of delivery or service charges is included.

8. Cancellations and delivery problems

Contact us promptly to request an order correction or cancellation. We may be unable to make a voluntary change once fulfillment has started. This does not restrict mandatory cancellation rights. Refusing a parcel or returning it without contacting us does not, by itself, establish a voluntary refund entitlement.

If an order has not arrived, contact us so we can investigate with the carrier. We will not treat a tracking scan alone as conclusive proof that a disputed delivery reached you. If we cannot supply your order or must cancel it, we will refund amounts due. If dispatch is delayed beyond the promised period, we will provide the notice and cancellation options required by law.

9. Mandatory consumer rights

Nothing in this policy excludes or restricts rights that cannot legally be excluded, including rights relating to faulty, unsafe, misdescribed or undelivered goods. Our 30-day reporting policy is not a limit on statutory guarantees. Rights and promises attached to an order at purchase are not removed retrospectively by a later policy change.

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

EU/EEA and UK, where distance-selling withdrawal rights apply: You may notify us of withdrawal within 14 days after delivery without giving a reason, then return the goods within the following 14 days. Our no-change-of-mind policy does not override this right. You pay the direct return postage for a non-faulty withdrawal unless we agree otherwise or the law requires us to pay. We refund eligible payments, including basic outbound delivery charges, within the applicable legal deadline, generally 14 days after notice; where permitted, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever happens first. Any lawful deduction is limited to diminished value caused by handling beyond what is necessary to inspect the goods, not an automatic restocking fee.

Other locations: Any additional mandatory cancellation, warranty, refund or payment-dispute rights in your location remain available. You do not have to waive those rights or withdraw a valid payment dispute to submit a claim.

10. Contact

Use our contact form for a product issue, return instructions or a refund-status question. Include your order number and the relevant details so we can assess the request.