Política de reembolso
Returns & Refunds Policy
At Phantom Vale, we want every customer to feel confident when placing an order. If something is not right, our Returns & Refunds Policy explains the options available to you and how to request assistance.
Phantom Vale offers a voluntary 60-day return guarantee, while preserving any mandatory consumer rights that may apply in your country.
1. Our 60-Day Return Guarantee
You have 60 days from the date your order is delivered to request a return, including if you change your mind, ordered the wrong item, or simply decide that you no longer want the product.
To qualify for a return under our voluntary 60-day guarantee, the item must:
- Be in the same condition in which you received it.
- Not be damaged, excessively soiled, scratched, or altered beyond what is reasonably necessary to inspect or try the product.
- Include its original packaging, all projection discs, the USB cable, and any accessories or components supplied with it.
You must also provide your order number or other valid proof of purchase.
Our 60-day guarantee is an additional benefit offered by Phantom Vale. It does not replace, limit, or exclude any mandatory consumer rights that apply to you under the laws of your country.
2. How to Request a Return
Before returning any product, contact us at help.phantomvale@outlook.com.
Please include:
- Your order number.
- The reason for your return request.
- Photos or a short video of the product and packaging if the item arrived damaged, defective, incomplete, incorrect, or materially different from what you ordered.
We aim to respond within 24–48 hours, Monday through Friday, with the next steps.
If a physical return is required, we will provide the applicable return address and return instructions.
Do not send a product back before receiving return instructions from us. Unauthorized returns may not be identifiable or properly processed.
3. Return Shipping Costs
Change of Mind or No Longer Wanted
If you are returning an item because you changed your mind or no longer want it, you are responsible for the return shipping costs.
Our return address is located in Chile, so international return shipping can sometimes be expensive compared with the value of the product.
For this reason, please contact us before shipping anything. In certain circumstances, we may be able to offer an alternative resolution under Section 4.
Damaged, Defective, Incorrect, or Non-Conforming Products
If your product arrived damaged, defective, incorrect, incomplete, or materially different from its description, Phantom Vale will cover the applicable return shipping costs when a return is required.
We may provide a prepaid return label or reimburse reasonable documented return shipping costs.
You will not be required to pay return shipping when the return results from an error on our part.
4. Return-Free Refunds and Alternative Resolutions
In some cases, returning an item may be unnecessarily expensive or complicated, particularly for international orders.
Where appropriate, Phantom Vale may offer an alternative resolution without requiring the product to be physically returned. Depending on the circumstances, this may include:
- A full refund.
- A partial refund.
- A replacement product.
- Replacement projection discs only, where the projector itself is working correctly.
- Another mutually agreed resolution.
We may request photographs, a short video, or other reasonable evidence before approving a return-free resolution.
If we confirm in writing that no physical return is required, you may keep or dispose of the product.
Return-free refunds and alternative resolutions are offered at our discretion where permitted by law and do not reduce any mandatory consumer rights you may have.
5. No Restocking Fee
Phantom Vale does not charge a restocking fee on any return.
Original shipping charges are generally non-refundable for voluntary change-of-mind returns, except where applicable consumer law requires otherwise or where the return results from an error on our part.
6. Damaged, Defective, Incomplete, or Incorrect Items
Please inspect your order as soon as possible after delivery.
If your item arrives damaged, defective, incomplete, incorrect, or materially different from what you ordered, contact us within 30 days of delivery at help.phantomvale@outlook.com.
Please provide your order number and clear photographs or a short video showing the issue.
Once the claim is verified, you may choose between:
- A replacement at no additional cost, or
- A full refund, including applicable original shipping charges.
There is no restocking fee for approved claims under this section, and you will not be responsible for return shipping.
In many cases, we may not require you to physically return the defective or incorrect product.
Common Issues We Can Resolve Quickly
- A projection disc arrived scratched, cracked, or missing.
- The projector does not power on when connected to a working USB power source.
- The USB cable is damaged.
- The gooseneck does not hold its position.
For most of these, we can ship replacement parts or a replacement unit without requiring a return.
7. Lost or Undelivered Packages
If your tracking information has not updated for 10 consecutive business days, or your estimated delivery window has passed by more than 7 business days, please contact us.
We will investigate the shipment with the applicable carrier.
If the package is confirmed lost, or the carrier cannot locate it within 15 business days after we open the investigation, you may choose between:
- A replacement at no additional cost, or
- A full refund.
If tracking indicates that your package was delivered but you cannot locate it, please contact us. We will investigate the delivery with the carrier before determining the appropriate resolution.
We will not automatically reject a claim solely because tracking indicates that the package was delivered.
8. Product Expectations, Projection Performance & What Is Included
The Phantom Vale Mini Projector is an ambient light projector designed for decorative and atmospheric use. To help you get the result shown on our product pages, please review the following before ordering.
Room Conditions
The projector is designed for use in a dark or dimly lit room. Projection brightness, contrast, and color are significantly reduced in daylight or in a brightly lit room. This is normal behavior for LED projection and is not a product defect.
Projection Distance and Image Size
Image size depends on how far the projector is placed from the surface. Placing the unit closer produces a smaller, brighter, sharper image; placing it further away produces a larger but dimmer image. Focus and sharpness vary with distance and surface texture. Smooth, light-colored, flat surfaces produce the best results.
Power Source
The projector is powered by USB. A wall power adapter is not included unless expressly stated on the product page. The unit can be powered from a USB wall adapter, a power bank, a laptop, or any comparable USB power source. The projector does not contain an internal battery and must remain connected to a power source while in use.
Projection Discs
Projection discs are interchangeable and are supplied as a set with the projector. Individual disc designs are fixed and cannot be customized.
Product Images
Product photographs and videos are intended to illustrate the product and its effect. Lighting conditions, room size, wall color, and camera settings can affect how the projection appears in promotional images compared with your own environment.
If the Product Does Not Match Its Description
If your projector materially fails to perform as described in this section or on the relevant product page, the issue will be treated as a non-conforming product under Section 6. In that situation, you may choose a free replacement or full refund, with no return shipping cost to you.
9. Bundles, Multi-Packs & Promotional Gifts
Returning a Complete Bundle
If you return a bundle or multi-pack in full, you will receive a full refund of the amount you paid for that bundle, subject to the conditions in Section 1.
Returning Part of a Bundle
If you return only part of a bundle or multi-pack, the refund for each returned unit will be calculated at the effective per-unit price you actually paid, which is the total bundle price divided by the number of units in that bundle. Refunds for partial bundle returns are not calculated at the individual single-unit price.
This ensures you are refunded exactly what you paid for the returned item, while the discount applied to the units you keep remains consistent with the bundle you purchased.
Physical Promotional Gifts
Where a physical promotional gift or free item was included with your order, it must be returned together with the product if you are returning the complete order. If a physical gift is not returned, we may deduct its stated value from your refund.
For partial bundle returns, you may keep any physical promotional gift, provided you retain at least one unit of the qualifying product.
Digital Gifts and Downloadable Content
Digital gifts, downloadable files, and other digital content supplied free of charge with your order do not need to be returned and no value is deducted from your refund for them.
Where digital content is supplied immediately after purchase, and you are a consumer in the European Union, the European Economic Area, or the United Kingdom, you expressly consent at the time of download to immediate performance and acknowledge that you thereby lose your statutory right of withdrawal in respect of that digital content. This does not affect your right of withdrawal in respect of the physical goods in your order.
10. Order Cancellations and Duplicate Orders
Before Dispatch
Contact help.phantomvale@outlook.com within 24 hours of placing your order if you would like to cancel it.
If the order has not yet been dispatched, we will cancel it and issue a full refund without a cancellation fee.
Orders generally enter processing within 1–3 business days and cannot normally be cancelled once dispatched.
After Dispatch
If your order has already been dispatched, it must generally be handled as a return after delivery under the applicable sections of this policy.
Duplicate or Accidental Orders
If you accidentally place the same order more than once, contact us as soon as possible.
If the duplicate order has not been dispatched, we will cancel and refund it in full.
If it has already been dispatched, contact us and we will determine the most practical return or return-free resolution available.
We may also contact customers before dispatch to verify unusually large, duplicated, or irregular orders.
11. European Union & EEA — 14-Day Right of Withdrawal
If your order is delivered to a country within the European Union or European Economic Area, you may have a statutory right to withdraw from your purchase within 14 days without providing a reason.
The withdrawal period expires 14 days after the day on which you, or a third party nominated by you, receives physical possession of the goods.
To exercise this right, send a clear statement communicating your decision to withdraw to:
help.phantomvale@outlook.com
You may use the model withdrawal form contained in Annex I(B) of Directive 2011/83/EU, but doing so is not mandatory.
If you validly exercise this right:
- We will reimburse payments received from you, including the cost of our standard outbound delivery option.
- If you selected a more expensive delivery method, we are only required to reimburse the cost equivalent to our least expensive standard delivery option.
- Reimbursement will be made without undue delay and no later than 14 days after we are informed of your decision, subject to applicable law.
- We may withhold reimbursement until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first, unless we have confirmed that no return is required.
- You must return the goods without undue delay and no later than 14 days after communicating your withdrawal.
- You are responsible for the direct cost of returning the goods unless applicable law requires otherwise.
- You may be responsible for diminished value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product.
No restocking fee applies to statutory withdrawals under this section.
As described in Section 9, the right of withdrawal does not apply to digital content that has been downloaded following your express consent to immediate performance.
12. United Kingdom — 14-Day Cancellation Right
If your order is delivered to the United Kingdom, you may have the right to cancel your purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days of receiving the goods, without providing a reason.
The applicable return procedure, reimbursement deadlines, and return shipping responsibilities generally follow those described in Section 11.
Your rights under the Consumer Rights Act 2015, including rights relating to products being as described, of satisfactory quality, and fit for purpose, remain unaffected.
No restocking fee applies to statutory cancellations under this section.
13. Consumer Rights in Other Countries
Nothing in this Returns & Refunds Policy is intended to exclude, restrict, waive, or modify any mandatory consumer protection right or remedy available to you under the laws applicable to your purchase.
This may include rights arising under applicable:
- United States federal and state consumer protection laws.
- Canadian provincial consumer protection legislation.
- Australian Consumer Law.
- Chilean consumer protection legislation.
- Other mandatory consumer protection laws applicable in your country.
If any provision of this policy conflicts with a mandatory consumer protection right that applies to your purchase, the mandatory legal right will prevail.
14. Refund Processing
Once your return has been approved—and, when required, the returned item has been received and inspected—we will notify you of the outcome within approximately 3 business days.
Approved refunds will normally be submitted to your original payment method within 5 business days after approval.
After we issue the refund, your bank, credit card company, PayPal, or payment provider may require an additional 5–10 business days to make the funds visible in your account.
These processing times are controlled by your financial institution and are outside Phantom Vale's control.
If more than 15 business days have passed since we confirmed that your refund was approved and you have still not received it, contact:
help.phantomvale@outlook.com
We will review the transaction and, where available, provide the applicable refund transaction reference.
15. Exchanges
We do not normally process direct exchanges.
If you would like a different product, the fastest option is generally to request a return under this policy and place a separate order for the desired item.
If your original item was damaged, defective, incorrect, incomplete, or otherwise qualifies under Section 6, we can send an approved replacement directly without requiring you to place another order.
16. Shipping & Delivery Times
Orders are normally prepared within 1–3 business days.
Estimated shipping time after dispatch is approximately 6–12 business days, depending on the destination.
Delivery times are estimates rather than guaranteed arrival dates. International shipments can occasionally be delayed because of:
- Customs clearance.
- Carrier congestion.
- Local delivery conditions.
- Weather or transportation disruptions.
- Seasonal peak-period volume.
- Other circumstances outside our reasonable control.
A normal shipping delay does not automatically mean that an order qualifies for a refund. Section 7 explains the process for packages that appear to be genuinely lost or undelivered.
Halloween Delivery Cutoff
To allow sufficient time for processing, dispatch, and international transit, orders intended to arrive before October 31 should be placed on or before October 10.
Orders placed after October 10 may still arrive before October 31, but we cannot estimate or guarantee arrival before that date. Delivery after October 31 for orders placed after the cutoff does not, by itself, qualify an order for a refund under this policy. Your rights under Sections 6, 7, 11, 12, and 13 remain unaffected.
17. Customs Duties & Import Taxes
Depending on your country, your order may be subject to customs duties, import taxes, VAT, clearance fees, or other government charges.
These charges are determined by the relevant authorities, are not collected by Phantom Vale unless expressly stated at checkout, and are generally the customer's responsibility.
Please note that certain import charges applied at customs are non-refundable by the relevant authority once incurred, including in cases of subsequent parcel loss or delivery delay.
If you refuse delivery because of unpaid customs or import charges and the package is returned to us, we may refund the product price after deducting applicable outbound shipping costs and any return, customs, or carrier charges imposed on us, except where applicable law requires otherwise.
18. Intended Use & Product Safety
This product is a decorative ambient light projector intended for novelty, atmosphere, and seasonal decoration.
It is not a professional projector, a home cinema device, a video projector, a night-safety light, or a lighting fixture intended for permanent installation, and it must not be relied upon for any safety, medical, or illumination-critical purpose.
For safe use:
- Use indoors only. The product is not waterproof or weather-resistant and must not be exposed to rain, moisture, or outdoor conditions.
- Connect only to a USB power source that complies with applicable safety standards in your country.
- Do not cover the projector or place it against fabric, bedding, curtains, or other materials while it is powered on.
- Do not look directly into the lens or shine the projection directly into anyone's eyes.
- Do not disassemble, modify, or attempt to repair the product.
- Discontinue use immediately if the unit, cable, or connector becomes unusually hot, discolored, deformed, or damaged.
- Do not use the product if the cable or USB connector is frayed, cracked, or damaged in any way.
- Keep the product and its cable away from water, heat sources, and open flames.
- This product is not a toy. Keep it out of reach of young children.
- Projection discs are small parts and present a choking hazard. Keep discs away from children under 3 years of age and from pets.
- Supervise any use by children.
If you received a product that was represented to you as providing a function that it does not provide, contact us immediately so we can review the issue under Section 6.
19. Problems, Disputes & Chargebacks
If you experience any problem with your order, we encourage you to contact us first at:
help.phantomvale@outlook.com
We aim to resolve customer concerns quickly and fairly, usually responding within 24–48 hours, Monday through Friday.
If you paid through PayPal, you retain the right to use PayPal's Resolution Center where applicable.
If you paid by credit or debit card, you retain any applicable rights to dispute a transaction through your card issuer.
Phantom Vale will never require you to withdraw a legitimate payment dispute, waive a mandatory legal right, or accept a particular resolution as a condition of receiving a remedy to which you are legally entitled.
20. Contact Information
For questions about returns, refunds, damaged products, deliveries, or cancellations, contact us at:
Phantom Vale Email: help.phantomvale@outlook.com Response Time: 24–48 hours, Monday through Friday
Please contact us before returning any product so we can provide the appropriate instructions.