Return Request
● To request returns and refunds, please contact AWOL at support.eu@awolvision.com
● Returns must be approved in advance to qualify for a refund or exchange. Products returned without prior approval may not be accepted, and you may be responsible for any related shipping costs.
● The product you want to return must be in the same condition as when you received it. That means it must be undamaged and in its original packaging. If these conditions are not met, additional fees may apply or the product may not be fully returned.
● Return requests must be submitted within 30 days of the purchase date.
● To initiate the return process, please send the following information by email:
1) Your order number
2) Provide a valid reason for the return or exchange.
3) Provide the model number of the product you want to return.
4) If you are requesting an exchange, please provide the desired model number.
5) Please provide clear photos of the product, detailed enough for us to assess the condition of the product.
6) If you have kept the original packaging, you must also include those photos so that we can assess the condition.
7) If you have not kept the original packaging, please state this clearly in an email so that we can further assess the condition of the product.
Standard policy for returns and exchanges
a. Defective items that arrive in the wrong model, damaged, broken, or stained. Shipping costs for returns and exchanges are fully covered by AWOL.
b. Within 30 days of receipt:
If a customer returns a product without giving a reason, the customer bears the return shipping cost.
Laser projector: 30 euros
100'' screen: 100 euros
120'' screen: 120 euros
135'' screen: 130 euros
150'' screen: 150 euros
100''-120" AWOL Floor Rising screen: 200 euros
Other accessories: 10-50 euros
If the customer exchanges the product for no reason, the customer pays for the return shipping and we pay for the second shipment. 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 are possible. An exchange is only possible due to warranty issues after purchase. We cover the cost of the exchange.
About the return process
1、Contact
Contact AWOL by email at support.eu@awolvision.com. Please note that the product may only be returned after we have confirmed both the product issue and the order issue.
2、Return the product:
Pack the returned products properly in the original packaging. Send the products back to us via your local post office. Due to the high value of the goods, we strongly recommend that you hand the package in person to the appropriate postal employee. We do not recommend putting the package in a mailbox without a postal employee receiving it directly. Customers are required to send us a photo of the return receipt and the tracking number once the package has been sent back. AWOL Vision is not responsible for lost packages and does not issue refunds for them.
3、Goods receipt notification:
AWOL will process and refund your return within 1-3 business days after receiving your package.
4、Refund process
Once we confirm that your package meets the return criteria, your refund will be sent back to your original payment method. It may take 10-15 business days for the refund to appear in your bank account (processing times may vary by bank).
Important note: We only accept returns or exchanges for products purchased on www.awolvision.de .
Defective product
AWOL Vision products are thoroughly inspected before they reach customers to ensure the highest quality. Nevertheless, it may happen that the product is damaged during shipping or by 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 and they will arrange a replacement shipment immediately. Please also return damaged products so that we can identify and fix the issue to prevent it from happening again.
Order cancellation
● Free cancellation applies to products that have not yet been delivered.
● For products that have already been shipped and received in the original packaging, you will receive a return address from our customer service. Please note that a flat shipping fee of 50 € will be charged.
● Cancellations made after delivery to the customer are treated as return cases. And the return policy will apply to such cases.
About refunds
The order price will be refunded to your original payment method within 10-15 business days after receipt of 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 some time to process. Then please contact your bank. Usually, it takes some time for a refund to be processed. If you have done all this and still have not received your refund, please contact us.
