Return Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Any item not in its original condition, if damaged or has missing parts for reasons not due to our error, may not be returned. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Prrl Labs, PO Box 820028, Portland, OR 97202, USA.

To return your product, you should mail your product to: Prrl Labs, PO Box 820028, Portland, OR 97202, USA.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

★ Customer Reviews

What customers are saying

29 reviews


cool versatile device that really works

Great product. I have had fun finding suitable bowls and pipes and have several good options already. Leaning curve isn't huge if you are familiar with convection. I was able to get great results with very little effort. Recommended for the connoisseur who likes to coax the best flavours from their herb in a relaxed and laid back fashion.

Convenient and simple

Love the size, battery last, and makes the process to be an enjoyable experience.

Excellent product, excellent service

I was so excited to get my Neo and of course I immediately dropped it and shattered the chimney. I was able to send it in for repair and get it back in a week! The flavor is complex and delicious and I've found it works great for concentrates as well as flower. Very pleased with it!

Great product!

After a slow start (making sure battery was installed and working, understanding how to control the pull based on the color and brightness of the orange burn, and finally seeing an exhale...) it has been fabulous. Plus, it extends the “life” of the flower in the bowl. Really like this thing!