Returns and Complaints

How can I file a complaint about a product?

Report the issue online – go to the Contact page, scroll down, and select “Product complaint” in the contact form. Provide your order/invoice number and describe the issue. You can also report the complaint by email at info@projector-parts.ie.
Wait for our reply – you’ll receive an email with detailed instructions and an attached complaint form. You can also download the form here in Word or PDF format.
Pack the product – make sure it’s safely wrapped to avoid damage during transport. Include the printed and completed complaint form and, if possible, a copy of your invoice.
Send the package to: Politických vězňů 1597/19, Prague 1, 110 00, Czechia. A standard shipping service is sufficient (no need for extra insurance or premium services).
Processing – we handle complaints as quickly as possible, usually within a few days, but no later than 30 days after receipt. We’ll keep you updated via email.

How can I withdraw from the purchase contract?

For distance purchases, you may withdraw from the contract within 14 days of receiving the goods. Please return the goods in an appropriate condition. If the item shows signs of wear, this may reduce the refunded amount.
Whenever possible, return the goods in their original packaging. Place the lamp, including its original box, into an outer shipping box to avoid damage to either the product or its packaging during transport.
Please don’t forget to include the withdrawal form (download it here in Word or PDF format), or at least a copy of your invoice so we can identify your package.
We refund your payment as soon as possible, but no later than 14 days after receiving the returned goods.
If you wish to return a lamp because it doesn’t work, please contact us first so we can try to resolve the issue.

Frequently Asked Questions

Do I need the original packaging?

For complaints, the original packaging is not required. For contract withdrawal, we kindly ask you to use the original packaging if possible. In any case, the product must be securely packed to avoid damage during transport.

Will you send me a return shipping label?

For contract withdrawals, we do not provide a label. For product complaints, we can arrange one upon request.

When and how will I get my money back if I withdraw from the contract?

Once we check the returned goods, we’ll refund you no later than 14 days after receipt. Refunds are made using the same payment method you originally used.

Can I return a lamp I only briefly tested?

Yes, you can return a lamp within 14 days even if you tested it. If the item shows signs of use, the refund amount may be reduced accordingly.

How can I check the status of my complaint/return?

We’ll keep you updated via email. You can also reach our customer support by email at info@projector-parts.ie or by phone at 0818 778 755 (Mon-Fri 8-16).

Did you receive damaged goods, or the wrong product?

We’re sorry for the inconvenience – we’ll make sure it’s resolved quickly. Please contact us as soon as possible by phone or email, and we’ll find a solution together.

How do I replace a projector lamp?

You’ll find step-by-step instructions in your projector’s manual, or you can follow our general lamp replacement guide.

My lamp isn’t working, what should I do?

Check the lamp for visible damage, such as a smoky bulb, a broken filament, or cracks.
Ensure the lamp connectors are firmly attached and undamaged. Verify that the screws of the lamp module are tightened and the lamp is correctly seated in the projector.
Is the lamp access cover properly closed? It must be not only shut but also screwed in, as some projectors have a safety mechanism that prevents the projector from turning on if the screw isn’t tightened, avoiding the risk of the lamp falling out.
Reset the lamp counter as described in your projector’s manual or in our guide.
If possible, test the lamp in another projector or test your projector with a different lamp. This helps confirm whether the issue is with the lamp or the projector.
If the problem persists, please send us an email describing the issue. We’ll be happy to advise you and help with the next steps.