Refund policy

## Return & Refund Policy

At Beagleglow, every order is carefully prepared and checked before it ships. Because all of our products are made to order as pre-orders, **we do not accept returns or offer refunds except in the specific cases listed below.** Please read this policy carefully before purchasing. By placing an order, you agree to these terms.

### 1. Returns and Refunds Are Only Available for Damaged or Defective Products

Returns, replacements, and refunds are **only** available if:

- Your product **arrives damaged** (see Section 3), or
- Your product develops a **manufacturing defect within 30 days of delivery** under our 30-Day Warranty (see Section 4), or
- You receive the **wrong item** due to an error on our end.

If none of these apply, your order is **not eligible** for a return or refund.

### 2. What Is NOT Eligible for a Return or Refund

We do **not** accept returns or issue refunds for any of the following:

- Change of mind, or no longer wanting the item
- Ordering the wrong design or quantity
- The product not matching your personal expectations, taste, or style
- Your tree trunk being too large or too small for the ring (please check the product sizing before ordering)
- Light brightness, color, or projection size looking different in your yard than in our photos and videos (results depend on your tree, trunk, distance, and how dark your yard is)
- Slight differences in color or print placement compared to photos (colors can look different on every screen, and every print may vary slightly)
- Items that are used, installed and then damaged, altered, or opened up after delivery
- Damage caused by misuse, accidents, pets, lawn mowers, trimmers, or not following the instructions
- Using a power adapter, extension cord, or outlet other than the ones recommended in the instructions
- Normal wear and tear, or fading from sun and weather over time
- The pre-order period or shipping times, including orders that arrive after a holiday (see our Shipping Policy)
- Gifts that the recipient does not want
- Finding a similar product for a lower price elsewhere
- Orders cancelled after the 24-hour cancellation window (see Section 7)
- Packages marked as delivered by the carrier (see our Shipping Policy)

### 3. Products That Arrive Damaged

If your product arrives damaged in shipping, we'll make it right.

- Email **beagleglow@outlook.com** within **7 days of delivery**.
- Include your **order number**.
- Attach **clear photos** of the damaged product **and** the outer shipping package / box.
- Keep the product and all packaging until your claim is resolved.

Orders with **Shipping Protection** that arrive damaged will receive a free replacement or a refund, at our discretion. Damage claims on orders without Shipping Protection are reviewed case by case and are not guaranteed. Claims sent more than 7 days after delivery, or without photos, are not eligible.

### 4. 30-Day Warranty (Damaged / Defective Products Only)

Every Beagleglow product comes with a **30-Day Warranty** that starts on the **day your order is delivered**.

**The 30-Day Warranty covers:**
- Spotlights or LEDs that stop working under normal use
- A projection that stops working or will not display under normal use
- Power adapters, cables, or connectors that fail under normal use
- Printing defects (peeling, cracking, or missing print) that appear under normal use
- Any other manufacturing defect that stops the product from working under normal use

**The 30-Day Warranty does NOT cover:**
- Change of mind or any reason listed in Section 2
- Damage caused by misuse, accidents, pets, lawn equipment, cutting, or excessive force
- Damage from installing the product in a way that does not follow the instructions (for example, forcing the stakes into rock or frozen ground)
- Damage from using the wrong power source, or water damage from leaving connectors or the power adapter exposed when the instructions say to protect them
- Normal wear and tear, or fading from sunlight and weather over time
- Any claim made more than 30 days after delivery

**How to make a warranty claim:**
1. Email **beagleglow@outlook.com** within **30 days of delivery**.
2. Include your **order number** and a short description of the problem.
3. Attach **clear photos or a short video** showing the damage or defect (for a lighting problem, a short video with the product plugged in helps us the most).

If your claim is approved, we will send you a **free replacement** (or the replacement part) or issue a **refund**, at our discretion.

### 5. Return Process (Approved Claims Only)

**Do not send any item back without contacting us first.** Items returned without an approved claim will not be accepted or refunded.

- In most approved cases, we do **not** need the item back, and we'll send your replacement or refund after reviewing your photos or video.
- If we do ask you to return the item, we will email you the return instructions and address. Items must be returned within **14 days** of our approval.
- Returns must include the original item with all of its parts (all segments, stakes, cables, and the power adapter) and, where possible, the original packaging.

### 6. Refunds

- Approved refunds are issued to your **original payment method**.
- Refunds typically take **5 to 10 business days** to appear, depending on your bank or card provider.
- Original shipping costs and Shipping Protection fees are **non-refundable**, unless the refund is for our error.
- If you haven't received an approved refund after 10 business days, check with your bank first, then email us.

### 7. Order Cancellations

- Orders can only be cancelled **within 24 hours of purchase** by emailing **beagleglow@outlook.com** with your order number and the subject line "Cancel Order".
- Cancellations made within 24 hours receive a **full refund**.
- **After 24 hours, orders cannot be cancelled or refunded**, because your order has already entered the pre-order process.
- The only exception: if we cannot ship your order within the time frame in our Shipping Policy, we will notify you and give you the option to cancel for a full refund.

### 8. Exchanges

We do not offer exchanges for a different design. If you received a damaged, defective, or wrong item, we will replace it with the **same item** under Sections 3 and 4.

### 9. Chargebacks and Disputes

If you have a problem with your order, please **contact us first** at **beagleglow@outlook.com**. We respond to every email and will work with you to resolve any eligible issue quickly. Opening a chargeback or payment dispute for a reason not covered by this policy may delay the resolution of your case.

### 10. Changes to This Policy

We may update this Return & Refund Policy from time to time. Any changes apply to orders placed after the update is posted on this page.

### 11. Contact Us

Questions about a return, refund, or warranty claim? We're here to help.

**Email:** beagleglow@outlook.com
We reply to all emails within **24 to 48 hours**, Monday through Friday.

Please include your **order number** in every email so we can help you faster.

Thank you for supporting Beagleglow! 🎄