Return Policy
This Return Policy explains cancellations, returns and refunds for Photon Matrix devices and accessories purchased directly through store.photonmatrixlab.com. It is also published on our brand website, photonmatrixlab.com, for your reference.
The seller responsible for your purchase is identified in your order documentation and the applicable store terms. Purchases from a reseller, marketplace or crowdfunding platform must be handled through the relevant seller or platform under the terms applicable to that purchase.
1. Our 30-Day Return Window
For direct purchases covered by this policy, contact us within 30 calendar days after delivery to request a return. After we provide the return instructions and destination, send the product within 14 calendar days. If we delay providing instructions, that delay will not reduce your return window.
You may open the packaging and inspect the product as reasonably necessary to understand its nature, features and operation. The return window is not an unrestricted outdoor trial period. For change-of-mind returns, avoid use beyond reasonable inspection and return the device with its included accessories and components.
Use the original packaging if available, or suitable protective packaging if it is not. Missing original packaging alone does not remove a statutory return right. Where lawful, a reasonable, evidenced deduction may apply for diminished value caused by handling beyond what is necessary to inspect the product, or for missing supplied components. We will explain any proposed deduction. We do not apply a standard restocking fee.
2. Cancelling an Order or Preorder
You may cancel an order, including a preorder, before dispatch and receive a full refund of the amount paid to us for the cancelled order. Contact us using the support details in your order confirmation or the store, and include your order number.
Submitting a cancellation request does not guarantee that a parcel already handed to the carrier can be stopped. If dispatch has already occurred, we will explain the available return arrangements. A cancellation received before dispatch remains eligible under the pre-dispatch cancellation rule even if it has not yet been processed.
Preorder shipping estimates may change. If we cannot meet the applicable shipping commitment, we will provide the notices and cancellation or refund options required by the sales terms and applicable law. A production update or revised estimate does not, by itself, replace any legally required agreement to a delay.
3. How to Request a Return
- Contact support. Use the support contact in your order confirmation or the contact options published in the online store. Provide your order number, the email used for the purchase and the item you wish to return.
- Describe any issue. For damage, a fault, a missing component or an incorrect item, describe the problem and provide relevant photos or a short video if reasonably available. You do not have to give a reason to exercise an applicable statutory withdrawal right.
- Receive return instructions. We will provide the appropriate return destination and, where applicable, a prepaid label or agreed reimbursement instructions. Any return reference is for routing purposes and does not determine whether a statutory right exists.
- Pack and send the item safely. Include the relevant accessories and your order reference. Keep proof of posting and tracking information. If the product is damaged in a way that could affect safe shipping, ask for handling instructions before sending it.
Do not assume that a parcel's sender address, a company registration address or an address printed on the packaging is the correct return destination. Request the return instructions first to help avoid misdirected shipments. A timely cancellation or withdrawal notice does not depend on obtaining our prior approval.
4. Damaged, Defective, Incorrect or Incomplete Orders
Check your delivery when reasonably possible. If a Photon Matrix device or accessory arrives damaged, is faulty, is not what you ordered, or is missing an included component, contact us as soon as you reasonably can. Keep relevant packaging and delivery information where available to assist the investigation.
For verified problems for which the seller is responsible, we will provide an appropriate remedy, such as a replacement component, repair, replacement product or refund, in accordance with applicable law. Your legal right to a particular remedy takes priority over any preference we may have.
We will cover reasonable return shipping costs where the return is required because of a verified product fault, transit damage or our fulfilment error. Contact us before paying for shipping so we can arrange a suitable method. We will not impose troubleshooting or evidence requirements that unreasonably obstruct your rights.
Stop using a device that appears unsafe or damaged. Do not open the laser assembly, bypass protective features or attempt an unauthorised repair to demonstrate a fault. Missing the 30-day change-of-mind window does not by itself remove rights relating to defective or non-conforming goods.
5. Return Shipping and Other Charges
Change-of-mind returns
You are responsible for the direct return shipping cost where this responsibility was properly disclosed before purchase and applicable law permits it. For an international return, contact us for the destination and practical instructions before booking a carrier. If applicable law requires us to bear the cost, we will do so.
Faults, damage or seller errors
For qualifying returns caused by a fault, damage in delivery or an incorrect item, we will arrange or reimburse reasonable return shipping in accordance with the instructions provided and applicable law.
Original delivery charges
For a full-order return under this policy, we refund the original standard outbound delivery charge paid to us. The additional cost of an optional express or premium service is not refunded for a change-of-mind return unless required by law. For a partial return, any delivery-charge refund depends on the items retained, how the charge was calculated and your applicable rights. We do not retroactively charge outbound shipping simply because an order originally qualified for free shipping.
Import duties and third-party fees
Amounts collected by customs authorities, banks or other independent parties may require a separate refund request to that party. Amounts collected by us are handled under the applicable purchase terms and law. Do not misstate the contents or value of a return shipment.
6. Refunds
For a pre-dispatch cancellation, we will issue the refund without undue delay and within 14 calendar days after receiving your cancellation notice, or sooner where applicable law requires.
For a return, we will issue the refund without undue delay and within 14 calendar days after receiving your cancellation or return notice. Where lawful, we may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever occurs first. This does not permit us to withhold a refund where applicable law requires earlier payment.
Refunds are made to the original payment method unless you expressly agree to another method that does not create an additional fee for you. We will not require you to accept store credit instead of a refund to which you are entitled. Your payment provider may take additional time to display the credit after the refund is issued.
The refund reflects the amount actually paid for the returned goods, including applicable discounts. For a partial return from a bundle, we will explain the allocation of the paid price to the returned items. We do not impose an undisclosed penalty for returning part of an order.
7. Accessories, Bundles and Exchanges
Accessories purchased separately are covered by the same return window and applicable conditions. For a full refund of a bundle, return the items supplied as part of that bundle unless we agree otherwise. Contact us if you wish to return only part of a bundle.
If you ordered the wrong device version or accessory, contact us before dispatch where possible. After dispatch, a change-of-mind exchange may be handled as a return followed by a new purchase, depending on availability. An exchange is not guaranteed until confirmed. Statutory replacement rights for faulty goods are handled separately.
8. Limits on Voluntary Change-of-Mind Returns
Our voluntary change-of-mind return offer does not cover goods damaged by misuse, unauthorised modification or handling beyond reasonable inspection, except where applicable law provides a return right subject to any lawful deduction. Ordinary inspection does not itself make a product non-returnable.
Any proposed restriction for genuinely personalised or made-to-specification goods must be clearly disclosed before purchase and permitted by applicable law. A standard preorder, a standard Blue Laser or Infrared model selection, or a standard accessory choice does not by itself make an item personalised or non-returnable.
Sale items are covered by this policy unless a lawful, clearly disclosed condition applies to an additional voluntary benefit. No exclusion in this section removes mandatory rights concerning faulty, unsafe, misdescribed or otherwise non-conforming goods.
9. Your Statutory Consumer Rights
This policy provides commercial return terms in addition to rights that may apply where you live. Mandatory consumer protections take priority if they provide a different or more favourable remedy.
For example, qualifying consumers in the European Union, European Economic Area or United Kingdom may have a statutory right to withdraw from a distance purchase within 14 days after receiving the goods, subject to applicable exceptions. Where this right applies, you may notify us by a clear statement and normally have a further 14 days to send the goods back after giving notice. Our voluntary 30-day request window does not reduce that right.
Rights relating to faulty goods, legal guarantees, shipping delays and remedies may extend beyond the change-of-mind period. No provision in this policy requires you to waive those rights or to accept a warranty remedy instead of a statutory remedy that is available to you.
10. Contact and Policy Updates
For a cancellation, return or refund request, use the support details in your order confirmation or the contact options published in our online store. Include your order number, but do not send passwords or full payment-card details.
Photon Matrix
Brand website: https://photonmatrixlab.com/
Online store: https://store.photonmatrixlab.com/
We may update this policy for future purchases. The version agreed when you placed your order continues to govern that purchase unless a lawful, agreed change or a mandatory legal requirement provides otherwise.