Refund policy
We want you to love your PROWL EYES‚Ñ¢. If it isn't right for you, this policy explains exactly how to return it, what you get back, and how long you have.
30-Day Return Window
You have 30 days from the date your order is delivered to request a return for a refund. The delivery date is taken from the carrier's tracking confirmation. Requests made after the 30-day window has closed cannot be accepted.
To be eligible for a refund, your item must be:
- In the same condition in which you received it, with no more than reasonable inspection use;
- Free from damage, heavy wear, cosmetic scratching, cracked housing or water damage;
- Returned complete, including the charging cable and any accessories that came in the box;
- In its original packaging where possible.
How to Request a Refund
Email support@prowleyes.shop with your order number and the reason for the return. We reply to every email within 24 hours, seven days a week. We will confirm your return in writing and send you the correct return address.
Please do not send anything back before you have received a return address from us. Items returned to an unconfirmed address, or without a return authorisation, may not be traceable to your order and may not be refundable.
Return Shipping
Where the return is a change of mind, return postage is paid by you. We recommend a tracked service, as we cannot issue a refund for a parcel that never reaches us and we are not able to guarantee receipt of untracked returns.
Where the item arrived faulty, damaged, or is not the item you ordered, we cover the return cost, and in most cases we will not ask you to send it back at all — see below.
Faulty, Damaged or Incorrect Items
If your PROWL EYES‚Ñ¢ arrives damaged, does not power on, does not hold charge, or is not the colour or item you ordered, email us at support@prowleyes.shop within 30 days of delivery with your order number and either clear photos or a short video showing the problem.
For most faults we will simply send a free replacement and you will not need to return the original. Where you prefer a refund instead of a replacement, we will refund you in full including any shipping you paid.
Warranty
Every PROWL EYES‚Ñ¢ is covered by a 12-month warranty from the date of delivery against manufacturing faults in the battery, motor, switch, charging port and housing.
Customers who added the Lifetime Warranty option at checkout are covered against the same manufacturing faults for as long as they own the product, with no time limit. The Lifetime Warranty is tied to the original order and the original purchaser and is not transferable.
Warranty claims are handled by replacement, not refund. To claim, email support@prowleyes.shop with your order number and a short video showing the fault. We do not require you to return the faulty unit for a warranty claim unless we specifically ask for it.
The warranty does not cover: physical damage from being dropped, crushed or sat on; water damage or submersion; damage from charging with a non-standard or damaged cable or charger; disassembly or modification of the unit; normal battery capacity decline over time; or normal cosmetic wear such as light scratching.
Refund Processing
Once your return arrives with us — or, for faults handled without a return, once your claim is approved — we inspect and process it within 2 business days. Approved refunds are issued to your original payment method. Your bank or card issuer then typically takes a further 5–10 business days to show the money in your account. We cannot refund to a different card, account or payment method than the one used to place the order.
Shipping Protection, Skip The Line and Lifetime Warranty are optional add-on services. Where the whole order is refunded, they are refunded with it. Where you keep the product, these services are not separately refundable once the order has shipped, as they have already been performed.
Cancellations and Address Changes
We begin processing orders quickly. If you need to cancel or correct a delivery address, email support@prowleyes.shop as soon as possible. We can almost always help while the order is still in processing (usually the first 1–2 business days). Once an order has been dispatched we cannot cancel it, recall it or change its address, and it must be handled as a return after delivery.
Items We Cannot Refund
- Items reported outside the 30-day window;
- Items damaged through misuse, disassembly, water exposure or accident;
- Items returned incomplete, without the charging cable or accessories;
- Free gifts and promotional items given with an order;
- Orders marked delivered by the carrier where a claim has not been raised with us — see our Shipping Policy for lost and stolen parcels.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you have under the consumer law of your own country, including the Australian Consumer Law, which cannot be excluded by us. This policy is offered in addition to those rights, not in place of them.
Contact
Questions about this policy? Email support@prowleyes.shop and we will answer within 24 hours.