You can benefit from our parts guarantee:
- During the 1st year after the purchase date, you can replace any defective or broken part, free of charge and without shipping costs.
- During the 2nd year after the purchase date, you can replace any defective or broken part, free of the part charge but the shipping cost is at your charge.
- After these 2 years, the replacement of the parts and the delivery costs are totally at your expense.
Return and refund
Deadline for a return request:
You have 14 days after receipt of the package to request a refund from our Support service.
After these 14 days, we do not accept product returns.
But don't worry!
The date of taking into account is that of your first request to our Support service.
If our exchanges cause the deadline of 14 days after the delivery to be exceeded, you will always be covered by our return polity.
- Within 14 days after receiving the package, you have contacted our Support service, with a photo of the items you have received and the reason for your request.
- We will respond to you to try to resolve your issue if possible.
- If despite our exchanges and our assistance, you still wish to be refunded, we will confirm that we accept the return.
- We will give you the instructions and the address where to send the package.
- You return the package.
- We receive the package.
- After verification, we will refund you.
No refund will be made without prior validation of our Support service.
We want you to be active in discussions with our Support service.
If there is no response from you after 3 weeks, your request will be closed and you will have to reopen a new ticket. You will lose the 14-days-money-back-guarantee if this should happen.
Proceed to the product return:
After exchanges with our Support service and confirmation that we accept the return, we will provide you with the return address.
We do not provide a return label yet. The costs of returning the product are your responsibility.
You can take the cheaper option, although it may take longer for us to receive the package and process the refund.
The refund is made when we receive the package.
We compare the photo you sent with your initial request and the products we receive.
Depending on the condition of the product, the price of the product will be refunded to you in whole or in part.
We do not refund the following costs since these are costs external to PROTUBEVR:
- Paypal fees if you chose this payment method when ordering.
- Shipping costs.
- Customs fees.