Refund policy
Standard Projector Return Window
For standard, non-customized projector products, you may request a return within 30 days after delivery. This return policy applies to customers in all countries.
For non-quality-related returns of standard, non-customized projectors, the customer is responsible for return shipping costs. The eligibility conditions and prior authorization requirements below still apply. Custom gobos remain subject to the separate custom-product terms below.
At Gobosolution, we want every order to be delivered correctly and meet the specifications confirmed during the ordering process.
Because many of our products, especially custom gobos, are made to order, return and refund eligibility depends on the product type and the reason for the request.
Custom Gobos
Custom gobos are manufactured according to your selected specifications and submitted artwork.
Because they are personalized products, custom gobos are generally non-returnable and non-refundable once production has started, except in cases where the issue is caused by Gobosolution.
We May Offer a Replacement or Refund If:
- The product has a confirmed manufacturing defect
- The product was produced incorrectly compared with the approved artwork or specifications
- The wrong product was shipped
- The gobo was damaged before or during delivery and the damage is verified
- A confirmed production error prevents the product from being used as intended
Depending on the situation, we may provide:
- A replacement
- A partial refund
- A full refund
The appropriate solution will be determined after we review the issue.
Non-Refundable Custom Gobo Situations
Custom gobos are generally not eligible for refund, return, or replacement when:
- The product was produced according to the approved artwork and specifications
- The customer approved the artwork, dimensions, color configuration, or other production details
- The customer provided incorrect projector information, gobo size, measurements, or compatibility information
- The customer changes their mind after production has started
- Minor differences in projected color, brightness, or appearance result from the projector, projection surface, ambient lighting, distance, or other installation conditions
- The submitted artwork contained errors that were reproduced as approved
For third-party projector orders, customers are responsible for providing accurate compatibility information.
Projector Returns
For standard, non-customized projector products, please contact us before returning any item.
To be eligible for a return, the projector should generally be:
- Unused or only inspected for testing
- In its original condition
- Returned with original packaging, accessories, manuals, and components
- Free from damage caused by installation, misuse, modification, or improper handling
Return eligibility and applicable shipping costs may depend on the reason for return and the condition of the product.
Please contact us before sending any product back. Unauthorized returns may not be accepted.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.
To help us resolve the issue, we may ask you to provide:
- Order number
- Photos or videos of the product
- Photos of the packaging
- Description of the issue
- Projector or gobo information where relevant
Please keep the original packaging until the issue has been reviewed.
If the problem is confirmed to have resulted from a manufacturing, packing, or fulfillment error, Gobosolution will work with you on an appropriate solution.
Order Cancellations
Custom Gobos
Custom gobo orders may be cancelled or modified before production begins.
Once artwork has been confirmed and production has started, cancellation or modification may no longer be possible.
If production has already started, costs already incurred may not be refundable.
Projector Orders
Projector-only orders may be cancelled before shipment where possible.
Once an order has been shipped, it will generally need to follow the applicable return process.
Shipping Damage or Lost Packages
If a shipment is damaged or appears lost in transit, please contact us so we can open an investigation with the carrier.
We may ask you to provide supporting information, such as photographs, delivery records, or other documentation required by the carrier.
Where the carrier confirms loss or shipping damage, Gobosolution will work with you to determine the appropriate resolution, which may include:
- Replacement shipment
- Partial refund
- Full refund
Resolution timing may depend on the carrier investigation and verification process.
Shipping Delays
Estimated delivery times are not guaranteed.
Delays caused by carriers, customs clearance, local holidays, weather, remote delivery locations, or other circumstances outside our reasonable control do not automatically qualify for a refund.
If your shipment is significantly delayed, please contact us and we will assist with checking the delivery status.
Tracking Information
Tracking information will be provided once your order has shipped.
Tracking numbers may require 1–3 business days to become active after shipment.
A delay in tracking updates does not necessarily mean that the shipment has stopped moving.
Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
If the return is caused by a confirmed Gobosolution error, manufacturing defect, or incorrect item, we will provide appropriate return instructions.
If a return is accepted for reasons unrelated to a Gobosolution error, return shipping costs and any applicable customs or logistics charges may be the customer's responsibility.
Please contact us before arranging any return shipment.
Refund Processing
Approved refunds will be issued to the original payment method where possible.
Processing times may vary depending on the payment provider, bank, or card issuer.
Shipping fees, customs duties, taxes, and other third-party charges may be non-refundable unless otherwise required by law or specifically approved by Gobosolution.
Exchanges
We do not offer standard product exchanges as a separate process.
Where a replacement is approved because of a manufacturing defect, incorrect item, or other confirmed issue, we will arrange the replacement directly.
Contact Us
For returns, refunds, damaged shipments, order issues, or cancellation requests, contact:
Email: info@gobosolution.com
Please include your order number and a brief description of the issue so we can assist you efficiently.