Return & Warranty Policy

1. Overview

TrueThrow projector screens are precision-engineered, large-format display solutions shipped directly from the manufacturer. Because of the nature and size of our products, we are unable to accept returns for change of mind, incorrect size selection, or buyer's remorse. Returns and replacements are accepted exclusively for defective or damaged items.

2. What Qualifies as Defective

An item is considered defective if it:

• Arrives with manufacturing defects visible upon initial inspection
• Sustains physical damage in transit (must be reported within 30 days of delivery)
• Fails to function as described under normal, intended use conditions
• Exhibits fabric delamination, discolouration, or structural frame failure not caused by misuse

3. 30-Day Return Window — Defective on Arrival

If your item arrives defective or is damaged during shipping, you must contact us within 30 calendar days of the delivery date. Claims submitted after this window are not eligible for return, but may still qualify under our 1-Year Warranty (see Section 4).

To initiate a return, please contact us via our Contact Us page. We will respond within 3 business days with your return address and a prepaid return label if applicable. Do not ship items back without first contacting us, as uncoordinated returns may not be processed.

How to initiate a return:

1. Use our contact form with subject line: "Return Request — [Your Order Number]"
2. Attach clear photos or video showing the defect or damage
3. Our team will review your request and respond within 3 business days
4. If approved, we will provide prepaid return shipping instructions

Do not ship any item back without prior written authorization. Unauthorized returns will not be accepted and may be returned at the customer's expense.

4. 1-Year Limited Warranty — Fabric, Frame & Product Defects

TrueThrow provides a 1-year limited warranty from the date of delivery covering manufacturing defects in:

• Screen Fabric — delamination, discolouration, coating separation, or material tears not caused by misuse or external damage
• Frame — structural failure under normal use, frame coating defects, or component failure not caused by improper assembly or misuse
• Other Product Components — mechanical or hardware failures under normal use for any product listed on truethrow.com

This warranty does NOT cover:

• Damage caused by improper installation or failure to follow assembly instructions
• Physical abuse, misuse, neglect, or accidental damage
• Normal wear and tear from regular use
• Damage caused by environmental factors including flooding, fire, excessive humidity, or direct sunlight beyond recommended limits
• Cosmetic damage that does not affect product performance
• Modifications, alterations, or repairs by unauthorized parties
• Products purchased from unauthorized resellers

5. How to Submit a Warranty Claim

1. Use our contact form with subject line: "Warranty Claim — [Your Order Number]"
2. Include your order number, a description of the defect, and photo/video evidence
3. Our team will review your claim within 5 business days
4. Approved claims will be remedied by repair, replacement, or store credit at TrueThrow's sole reasonable discretion

6. Shipping Costs

• Defective on Arrival (within 30 days): TrueThrow covers return shipping via prepaid label
• Warranty Claims (after 30 days, within 1 year): Customer is responsible for inbound shipping; TrueThrow covers all outbound replacement shipping

7. Non-Returnable Items

The following are not eligible for return, replacement, or refund:

• Items returned without prior written authorization from TrueThrow
• Items showing signs of damage inconsistent with a manufacturing defect
• Items claimed more than 30 days after delivery (unless under the 1-Year Warranty)
• Non-defective items (change of mind, incorrect size ordered, preference change)
• Gift cards or store credits

8. Refund Processing

Approved refunds will be issued to the original payment method within 10 business days of TrueThrow receiving and inspecting the returned item. You will receive an email confirmation once the refund has been processed. Your financial institution may require additional processing time.

9. Inspection Rights

TrueThrow reserves the right to inspect any returned item before processing a refund, replacement, or warranty claim. Items that do not meet defect criteria upon inspection will be returned to the customer at the customer's expense.

10. Limitation of Liability

To the maximum extent permitted by applicable law, TrueThrow's total liability under this Return & Warranty Policy shall not exceed the original purchase price paid for the defective item. TrueThrow is not responsible for indirect, incidental, special, or consequential damages arising from the use or inability to use our products.

11. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection legislation, including the Consumer Protection Act (Alberta) or other applicable provincial or federal laws. This policy is in addition to, and does not replace, any statutory rights you may have.

12. Governing Law

This policy is governed by the laws of the Province of Alberta, Canada. Any disputes arising under or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of Alberta, Canada.

13. Policy Updates

TrueThrow reserves the right to update this Return & Warranty Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our products following any changes constitutes your acceptance of the revised policy.

Contact Us

For all return requests, warranty claims, or policy questions:
Contact: our contact form
Website: truethrow.com
Response time: Within 3 business days