Return request
● To request returns and refunds, please contact AWOL at support.eu@awolvision.com
● Returns must be approved in advance to be eligible for a refund or exchange. Products returned without prior consent may not be accepted, and you may be responsible for all associated shipping costs.
● The product you wish to return must be in the same condition as when you received it. This means it must be undamaged and in the original packaging. If these conditions are not met, additional fees may apply or the product may not be fully returnable.
● Return requests must be made within 30 days of the purchase date.
● To initiate the return process, please send the following information via email:
1) Your order number
2) Provide a valid reason for the return or exchange.
3) Please provide the model number of the product you wish to return.
4) If you request an exchange, please specify the desired model number.
5） Please provide us with clear photos of the product that are detailed enough for us to assess the condition of the product.
6) If you have kept the original packaging, you must also include these photos so that we can assess the condition.
7) If you have not kept the original packaging, please clearly indicate this in an email so that we can further assess the condition of the product.
Standard task for returns and exchanges
a. Defective items that arrive in the wrong model, damaged, broken, or stained. The shipping costs for returns and exchanges will be fully covered by AWOL.
b. Within 30 days of receipt:
If a customer returns a product without providing reasons, the customer bears the costs of the return shipping.
Laser projector: for 10 euros
100'' screen: for 100 euros
120'' screen: for 120 euros
135'' screen: for 130 euros
150'' screen: for 150 euros
100''-120" AWOL Floor Rising Screen: for 200 Euros
Other accessories: around 10-50 euros
If the customer exchanges the product without reason, the customer pays for the return shipping and we pay for the second shipping. The shipping costs are as above.
c. 30 days to 2 years after receipt of the products
After the return period has expired, no further returns can be made. An exchange is only possible due to warranty issues after purchase. We cover the costs for the exchange.
About the return process
1、Contact
Contact AWOL via email support.eu@awolvision.comPlease note that the product may only be returned after our confirmation of the product issue as well as the order issue. The return warehouse is:
Company: Teknihall Service GmbH
Recipient: E-commerce -(A986)
Address: Gate 1, Levi-Strauss-Allee 10-12
Postcode:63150
City: Heusenstamm
Country: Germany
Phone: +49 176 11390213
2、Return of the product:
Please pack the returned products properly in the original packaging. Return the products to us via your local post office. Due to the high value of the goods, we strongly recommend that you personally hand the package to the responsible postal employee. We do not recommend dropping the package in a mailbox without a postal employee receiving it directly. Customers are required to provide us with a photo of the return slip and the tracking number as soon as the package has been sent back. AWOL Vision is not responsible for lost packages and does not provide refunds.
3、Notification of goods receipt:
AWOL will process and refund your return within 1-3 business days after receiving your package.
4、Process of Refund
As soon as we confirm that your package meets the return criteria, your refund will be credited back to your original payment method. It may take up to 10-15 business days for the refund to appear in your bank account (processing times may vary depending on the bank).
Important notice: We only accept returns or exchanges for products that are on www.awolvision.de purchased.
Defective product
The products from AWOL Vision are thoroughly inspected before they reach customers to ensure the highest quality. However, it may happen that the product is damaged during shipping or due to other unforeseen circumstances. If you receive a damaged product, please do not use it and take photos immediately as evidence. Send photos to our Customer service will promptly arrange a replacement delivery. Please also return damaged products so that we can identify and resolve the issue to prevent it from happening again.
Cancellation of the order
● The free cancellation applies to products that have not yet been delivered.
● For products that have already been shipped and received in their original packaging, you will receive a return address from our customer service. Please note that a shipping fee of 50 € is raised.
● Cancellations that occur after delivery to the customer will be considered as return cases. And the return policy will apply to such cases.
About Refunds
The order price will be refunded to your original payment amount within 10-15 business days after receiving the returned goods in good condition.
Delayed or missed refunds: If you have not received your refund, please first check your bank account. If the refund still does not appear in your bank account, please contact your credit card company. The refund may take a few days to process. After that, please contact your bank. Generally, it takes some time for a refund to be processed. If you have done all of this and still have not received your refund, please contact us.