Refund policy

Hallowly is a trading name of RESURIX LTD (company no. 17519592), registered in England & Wales, registered office: Office 6936 J C, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom.

1. Your 30-day right to cancel
You can cancel your order within 30 days of receiving it. To cancel, email us at hallowlysupport@gmail.com with your order number before the 30 days end, then send the items back within 30 days of telling us. Please do not send anything back before contacting us.

2. Returns after 30 days
After 30 days we accept returns only if the item is faulty, damaged, incomplete or not what you ordered (see section 5). We do not accept returns after 30 days for a change of mind.

3. Condition of returned items
Please return the projector and all lenses unused and, where possible, in their original packaging. If an item has been used or handled more than needed to check it, we may reduce your refund to reflect the loss in value.

4. How returns work
Our products are shipped from our fulfilment partner's warehouse. Because international return shipping is slow and expensive, when you cancel we will first offer you a partial refund so you can keep the item. You are always free to refuse this and return the item for a full refund instead. In that case, we will send you the return address. You pay the cost of return shipping, and we recommend a tracked service.
We will refund you within 14 days of receiving the returned item (or proof that you have sent it back). For partial refunds, we refund as soon as you accept the offer. Refunds go back to your original payment method. Your bank may take up to 10 business days to show the refund. Shipping is free, so there are no shipping costs to refund. If you return your whole order, we also refund any add-ons you paid for (Shipping Protection or the 30-Day Warranty) unless you have already used them.

5. Faulty, damaged or wrong items
If your projector or any lens arrives faulty, damaged in transit, incomplete, or you received the wrong pack, contact us within 30 days of delivery with your order number and clear photos or a short video of the problem. We will send a free replacement or give you a full or partial refund. You do not need to send the item back. This applies to every order, with or without an add-on. If a fault appears later, contact us and we will help under your legal rights.

6. Lost or late parcels
If your order has not arrived within the delivery time in our Shipping Policy, or tracking has not updated for a long time, contact us with your order number. We will open an investigation with the carrier, which can take up to 10 business days. If the parcel is confirmed lost before it was delivered, we will send a replacement or refund you in full. Once tracking shows a parcel as delivered, it is no longer covered unless you added Shipping Protection (see section 7).

7. Shipping Protection (optional add-on, $4.99 per order)
You can add Shipping Protection when you order. On top of the cover in sections 5 and 6, it gives you:
- No waiting if your parcel is lost: we send a replacement straight away, without waiting for the carrier investigation.
- Stolen after delivery: if tracking shows your parcel as delivered but it was taken before you got it, we send one free replacement.
- Address mistakes: if your order is returned or lost because of a mistake in the address you entered, we reship it once for free.
To make a claim, email us within 7 days of the delivery date (or of the last expected delivery date if it never arrived) with your order number and a short description. One claim per order. Replacements are the same items, or the closest available if something is sold out.

8. 30-Day Warranty (optional add-on, $4.99 per order)
The 30-Day Warranty covers accidental damage that is not a fault, which is not normally covered. If, within 30 days of delivery, your projector or a lens is damaged by accident, for example dropped, stepped on, or its cable or lens gets broken, we send you one free replacement of that item.
To make a claim, email us within 30 days of delivery with your order number and a photo of the damage. You do not need to send the item back. The warranty covers the items in the order it was bought with, one replacement per item. It does not cover loss, deliberate damage, or damage from using an unsuitable power source or getting the projector wet. Faulty items are always covered for free under section 5, with or without the warranty.

9. Your legal rights
Nothing in this policy affects your statutory rights under UK or EU consumer law. Shipping Protection and the 30-Day Warranty give you extra cover on top of these rights and never replace them.

Contact: hallowlysupport@gmail.com