退款政策

REFUND AND RETURN POLICY

Last updated: August 2026

At Shenzhen Tiankai Hongyun Industrial Co., Ltd., customer satisfaction is our top priority. We stand behind the quality of our interactive projection hardware systems, software solutions, and accessories. This Refund and Return Policy outlines the terms and conditions for returns, replacements, and refunds.

1. 30-DAY RETURN PERIOD
We offer a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return.

To be eligible for a return under our standard policy:
- The item must be in the same condition that you received it: unused, uninstalled, undamaged, and in its original manufacturer packaging.
- All included parts, power cables, remote controls, motion sensors, adapters, and documentation must be returned.
- You must provide a valid proof of purchase or order number.

2. NON-RETURNABLE & SPECIAL ITEMS
- Activated Software & Digital Licenses: Software license keys, digital game libraries, or activation dongles that have been unsealed or activated cannot be returned or refunded once delivered.
- Custom / Made-to-Order Systems: Custom projection hardware, bespoke software developments, or customized physical enclosures are non-refundable unless defective.

3. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS (DOA & WARRANTY)
Please inspect your order upon reception. If the product arrives damaged during transit, defective, or if you receive the wrong item, contact us immediately at support@[yourdomain].com within 7 days of delivery.
- For items damaged in transit or Dead on Arrival (DOA), we will cover the full cost of shipping for a replacement unit or spare parts.
- Photos or videos of the damaged packaging and product performance will be required to process your claim promptly.
- All hardware products come with a 1-Year Limited Manufacturer Warranty covering non-human failure.

4. RETURN SHIPPING & RESTOCKING FEES
- Buyer’s Remorse / Non-Defective Returns: If you request a return for reasons unrelated to product defect or shipping error, you will be responsible for paying the actual return shipping freight back to our facility in Shenzhen, China. A 15% restocking fee may apply to cover inspection and repackaging costs.
- Company Responsibility: If the return is due to our error (defective product, missing parts), we will provide a prepaid shipping label or reimburse reasonable return shipping costs.

5. HOW TO INITIATE A RETURN
To start a return, please contact our support team at support@[yourdomain].com with your Order Number, item details, and reason for return.
Once your return request is approved, we will provide you with the return address in Shenzhen and detailed shipping instructions. Items sent back to us without first requesting a return will not be accepted.

6. REFUNDS
Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund.
If approved, your refund will be automatically processed to your original payment method within 5 to 7 business days. Please note that your bank or credit card company may require additional processing time to post the refund.