Refund policy

Return & Refund Policy

Last updated: June 2026

We want you to love what you ordered. If something's not right, here's how we handle it.

Returns

We accept return requests within 14 days of delivery.

To be eligible, the item must be:

  • Unused and in its original condition
  • In its original packaging with all accessories, cables, and included parts
  • Accompanied by proof of purchase

To start a return, email us at info@poplylab.com with your order number, reason for return, and photos of the item. Do not send anything back without contacting us first — unrequested returns cannot be accepted.

Return shipping costs

Unless the item arrived defective, damaged, or incorrect, return shipping is the customer's responsibility. Original shipping fees, customs duties, and import taxes are non-refundable unless required by applicable law.

Damaged, defective, or incorrect items

Check your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, contact us immediately at info@poplylab.com with:

  • Your order number
  • Photos or video showing the issue
  • Photos of the outer packaging
  • A description of the problem

Depending on the situation, we may offer a replacement, replacement parts, or a refund.

Non-returnable items

The following are not eligible for return:

  • Items that have been used, activated, or modified
  • Items missing original packaging or accessories
  • Consumables (e.g. fog fluid, atomizer pads, replacement parts that have been used)
  • Items damaged due to misuse, improper handling, or failure to follow safety instructions
  • Clearance or final-sale items
  • Gift cards

Important notes by product type

Fire performance props These products involve open flame and are intended for trained adults only. Returns are not accepted if the item has been used in a fire performance, fuelled, or shows signs of heat exposure. If you're unsure whether this product is right for your use case, contact us before ordering.
LED & electronic props If your item has an issue with the lighting, mist function, or controls on arrival, contact us before assuming it's a defect — most issues can be resolved with a quick setup check. We'll walk you through it.

Order cancellations

Contact us as soon as possible if you need to cancel. We cannot guarantee cancellation once an order has been packed or handed to a carrier.

European Union — 14-day cooling-off period

If your order ships to the EU, you may have the right to cancel or return within 14 days for any reason, subject to applicable law. The item must be unused, unmodified, and returned in original packaging with proof of purchase. This right may not apply to used, customised, or non-returnable items where permitted by law.

Refunds

Once we receive and inspect your return, we'll let you know whether the refund is approved. If approved, the refund will be issued to your original payment method within 10 business days. Your bank may take additional time to process it.

If 15 business days have passed since approval and you haven't received your refund, email us at info@poplylab.com.

Contact

info@poplylab.com