Return Window
Eligible return and exchange requests should be submitted within 30 days after the product is delivered to the customer.
Screenova Customer Care
Refund Policy
Our refund policy is designed to give Screenova customers a clear, organized, and professional experience after purchase. Whether you ordered a 4K projector, laser projector, short throw projector, portable projector, camping projector, projection screen, or projector accessory, this page explains how returns, exchanges, refunds, damaged items, missing items, order issues, and support requests are handled.
30-Day Window
Eligible return and exchange requests should be started within 30 days of delivery.
24/7 Support
Our customer care team is available to help review order and refund questions.
Clear Review Flow
Every request is checked for order details, item condition, and resolution options.
Screenova reviews refund requests with a clear process built around product condition, delivery timing, and customer support documentation.
Policy Guide01 / Policy Overview
A clear return and refund structure
This policy explains the standards Screenova uses to review refund requests. It helps customers understand what is eligible, what documentation may be needed, and how the resolution process works from the first support request to the final refund outcome.
Our customer-first approach.
Screenova wants every customer to feel confident when purchasing projector products online. Because projection equipment can involve compatibility, screen size, room layout, brightness needs, accessories, and installation preferences, our refund process focuses on a fair review of each order and product condition.
Eligible products may be returned or exchanged within 30 days of delivery. To keep the process efficient, customers should contact Screenova support before sending any item back. This allows our team to confirm the order, review the issue, provide return instructions, and help avoid delays caused by missing information.
Important return requirement
Do not send any product back before receiving return instructions from Screenova support. Returns sent without review may be delayed because the package may not be properly matched to your order.
Condition Review
Returned items should be complete, clean, undamaged by misuse, and include the original accessories, manuals, packaging materials, and protective inserts when possible.
Proof Required
Customers may be asked for an order number, delivery confirmation, photos, videos, product labels, packaging photos, or a description of the issue.
Resolution Options
Depending on the situation, Screenova may offer a refund, replacement, exchange, troubleshooting support, or another appropriate resolution.
30 Days
Request review within 30 days of delivery for eligible returns and exchanges.
24/7
Customer support is available around the clock for policy and order assistance.
3–5 Days
Standard delivery is typically 3–5 business days for eligible store orders.
1 Link
Use the official contact page for any refund, return, or order support request.
Step One
Contact Screenova before returning the item.
Open a support request through the contact page and include your order number, name used at checkout, email address, product name, delivery date, and the reason for the refund or return request.
Step Two
Share clear photos or videos when needed.
For damaged, defective, incomplete, incorrect, or performance-related issues, Screenova may request photos or videos of the product, packaging, shipping label, ports, accessories, projector image, or screen condition.
Step Three
Wait for review and return instructions.
Our support team will review your request and provide the next step. This may include troubleshooting guidance, a return authorization, return address information, exchange options, or replacement review.
Step Four
Pack the product carefully for return.
If a return is approved, place the product, accessories, manuals, remote controls, cables, adapters, screen parts, and packaging materials securely in the shipment to reduce the risk of return transit damage.
Step Five
Refund review begins after return inspection.
Once the returned item is received and inspected, Screenova will review the condition and process the approved resolution. Refunds are generally issued back to the original payment method when approved.
03 / Eligibility Standards
Products must be complete, protected, and reviewable.
Screenova reviews return eligibility based on delivery timing, product category, item condition, completeness, packaging, and the reason for the request. A product that has been heavily used, damaged by misuse, modified, installed incorrectly, missing important parts, or returned without authorization may not qualify for a full refund.
For projector products, the return review may include the projector body, lens condition, power adapter, remote, cables, ports, packaging, manuals, product labels, included accessories, and any visible signs of wear. For projection screens, review may include the screen surface, frame, stand, tensioning system, carry case, and installation components.
Eligible Condition
Clean, complete, properly packaged, and not damaged by misuse, moisture, impact, alteration, or improper installation.
Order Verification
Requests should include order details so Screenova can match the item to the original purchase record.
Accessory Review
Return all included accessories such as cables, remotes, adapters, stands, screen hardware, manuals, and protective materials.
Support Approval
Always wait for Screenova support instructions before mailing a return package.
04 / Product Category Notes
Different projection products require different checks
Screenova sells multiple projector and projection accessory categories. Each item type may require a specific review because the product structure, packaging, included accessories, and installation requirements can vary.
4K Projectors
Return review may include lens condition, image output, remote, power supply, ports, included cables, protective packaging, and whether the unit shows signs of impact, heat damage, or misuse.
Laser Projectors
Laser projector returns should be protected carefully during transit. Screenova may review brightness concerns, operation condition, accessories, and packaging before approving a final refund.
Short Throw Projectors
Because short throw setup depends on precise placement, support may request setup photos or videos before determining whether a return, exchange, or troubleshooting path is best.
Portable Projectors
Portable projector returns should include all charging, power, remote, connection, and carry components originally included with the product.
Camping Projectors
Camping projector review may include dust, moisture, battery behavior, portability accessories, charging equipment, and outdoor-use condition.
Projection Screens
Projection screen returns may require inspection of the surface, wrinkles, frame, stand, carry case, hardware, and signs of outdoor exposure or improper folding.
Projector Accessories
Accessory returns should include all parts and packaging. Missing adapters, mounts, cables, fasteners, or protective components may affect refund eligibility.
05 / Damaged, Defective, Or Incorrect Items
Report order issues quickly and clearly
If your order arrives damaged, defective, incomplete, or different from what you ordered, contact Screenova as soon as possible so our team can review the shipment and determine the proper resolution.
What to document
- Outer packaging condition Photograph the shipping box, visible dents, crushed corners, punctures, moisture marks, or carrier labels before discarding any packaging.
- Product and accessory condition Show the projector, screen, accessory parts, lens area, ports, remote, power cable, adapter, brackets, or missing components clearly.
- Issue demonstration For performance concerns, provide a short video showing the power status, connection method, image output, screen behavior, or error condition.
- Order identification Include your order number, delivery date, and the email address used at checkout so support can locate the purchase quickly.
Possible resolutions
- Troubleshooting support Some projector concerns are setup-related and may be solved through connection guidance, placement adjustment, input selection, or focus calibration.
- Replacement review If the item appears damaged, defective, incorrect, or incomplete, Screenova may review replacement eligibility based on the evidence provided.
- Return authorization When a return is the correct path, support will provide instructions so the package can be tracked and matched to your order.
- Refund review Approved refunds are normally returned to the original payment method after the request is reviewed and any required return inspection is complete.
06 / Refund Timing And Review
Understand the processing sequence
Refund timing depends on request review, return transit, inspection, approval status, and payment processor timing. Screenova will communicate important next steps through customer support.
| Stage | What Happens | Customer Action |
|---|---|---|
| Request Submitted | Screenova receives your refund, return, exchange, damage, or order issue request through support. | Provide order number, product name, delivery date, reason for request, and clear documentation when available. |
| Support Review | Our team checks the order details, item category, timing, photos, videos, and policy eligibility. | Respond to any support questions so the request can continue without missing information. |
| Return Instructions | If a return is approved, Screenova provides return guidance before the product is mailed back. | Do not ship the product until return instructions are provided by support. |
| Inspection | The returned item is checked for condition, completeness, accessory inclusion, and signs of misuse or missing parts. | Pack the product carefully and include all original parts, accessories, manuals, and protective packaging when possible. |
| Refund Decision | If the return is approved after review, the refund is processed to the original payment method. | Allow time for the payment provider or bank to post the refund after Screenova processes it. |
07 / Non-Eligible Or Limited Refund Situations
Some returns may be declined or reduced
A product may not qualify for a full refund if it falls outside policy requirements, arrives incomplete, shows customer-caused damage, or cannot be matched to an authorized return request.
Common decline reasons
- Outside the return window Requests started after the eligible 30-day period may not qualify for a return or refund unless reviewed and approved by Screenova support.
- Missing essential components Missing remotes, cables, adapters, screen hardware, stands, manuals, mounts, product parts, or packaging may affect the final refund decision.
- Damage from misuse Impact damage, moisture exposure, improper installation, unauthorized repair, modification, or unsafe power use may make an item ineligible.
- Unauthorized return shipment Items shipped back without support instructions may be delayed, refused, or difficult to identify in the return review process.
Policy details to remember
- Original payment method Approved refunds are generally issued back to the original payment method used for the purchase.
- Shipping and handling review Shipping-related charges, return shipping responsibility, and handling adjustments may depend on the reason for the return and support review.
- Promotional orders Refund values may reflect discounts, automatic promotions, selected product offers, or other adjustments applied at checkout.
- Bank processing time After Screenova processes an approved refund, the final posting time may depend on the customer’s bank or payment provider.
08 / Cancellations, Exchanges, And Address Issues
Contact support before the order moves too far
If you need to cancel, correct an address, change an item, or request an exchange, contact Screenova quickly. Once an order enters processing or shipment, cancellation and address changes may be limited.
Order cancellation requests
Cancellation requests should be made as soon as possible after ordering. If the order has already been processed or shipped, the return policy may apply instead.
Shipping address correction
Address changes are not guaranteed after an order is placed. Customers should contact support immediately if they notice a wrong street, city, state, ZIP code, or apartment detail.
Exchange review
Exchanges may be available for eligible products based on product condition, availability, order timing, and support review.
Setup fit and product match
If a projector does not meet your room, screen, throw distance, or outdoor setup needs, contact support so we can review whether troubleshooting, exchange, or return is appropriate.
Missing package review
If tracking shows delivery but you cannot locate the package, check nearby areas and contact support with order details so the issue can be reviewed.
Missing items or accessories
If an accessory, cable, remote, screen part, or product component is missing, keep all packaging and contact support with photos and your order number.
Gift purchase support
Gift-related return or exchange questions should include the order number or purchaser details so Screenova can verify the purchase before discussing available options.
09 / Official Support Channel
Send refund questions through one contact path.
To keep policy requests organized and protect customer order information, Screenova uses one official contact page for refund, return, exchange, damaged item, missing item, and cancellation support. Please include your order number, product name, email used at checkout, delivery date, and the reason for your request.
For fastest review, attach clear product and packaging photos when your request involves damage, missing parts, incorrect items, defects, or delivery issues.
Contact Screenova10 / Refund FAQ
Answers before you submit a request.
These questions are closed by default to keep the page clean and easy to scan. Open only the topic you need.
How long do I have to request a return or exchange?
Eligible return and exchange requests should be started within 30 days of delivery. Contact Screenova support through the official contact page and include your order number, product name, delivery date, and reason for the request.
Do I need approval before sending my product back?
Yes. Please contact Screenova before mailing any product back. Return instructions help us match the package to your order, review eligibility, and prevent avoidable delays.
What condition should my returned projector be in?
The projector should be clean, complete, carefully packed, and not damaged by misuse, moisture, impact, unauthorized repair, modification, or improper installation. Include all original accessories such as cables, remotes, adapters, manuals, and protective packaging when possible.
What should I do if my item arrived damaged?
Keep the product and packaging, take clear photos of the shipping box and damaged item, and contact Screenova support quickly. Include your order number, delivery date, and photos or video showing the issue.
Can I exchange my projector for another model?
Exchange options may be available for eligible items depending on product condition, timing, availability, and support review. Contact Screenova with your order details and explain which model or product type may better fit your setup.
How are approved refunds issued?
Approved refunds are generally issued to the original payment method used at checkout. After Screenova processes the refund, the final posting time may depend on your bank or payment provider.
What if I received the wrong item?
Contact Screenova support and provide your order number, photos of the received product, packaging, product label, and a description of what you expected to receive. Our team will review the issue and provide next steps.
Are promotional discounts included in refund calculations?
Refund values may reflect the actual amount paid after automatic discounts, selected product offers, promotions, or other checkout adjustments. Screenova reviews refund amounts based on the original order details.