Warranty and refund

WARRANTY AND REFUND

Product warranty

In short, it lasts 2 years, and is worldwide.

 

To be precise:

  • The first year after purchase date, you can replace any defective or broken part, free of charges and without shipping cost.
  • The second year after purchase date, you can replace any defective or broken part, free of charges excepted the shipping cost.
  • After these 2 years, replacement parts and delivery costs are at your expense.

 

If you have any doubts or problems, you can contact us via our support service.

CONTACT OUR SUPPORT

Right of retraction

The idea

You have 30 days after receipt of the package to request a refund through our support service.

After these 30 days, we do not accept returns or refunds.

But don't worry! The date taken into account is the date of your first request to our support service, not the date of resolution of your request.

 

No refunds will be made without prior validation from our support service.

We ask you to be active in the exchanges with our support department. If you do not respond within 3 weeks, your request will be closed and you will have to re-open a new ticket. You will then have lost your right of retraction.

The process

  • Within 30 days of receiving the package, contact our support department, explaining your problem.
  • As soon as we receive your request, we try to solve your problem.
  • If this is not possible and your request is legitimate in relation to our Terms and Conditions, your return is accepted.
  • We will provide you with instructions and the address where to send the package. We do not provide a return label in most cases, you will be responsible for the return shipping costs.
  • You send the package back.
  • We receive the package.
  • After confirmation that the package is in the agreed condition following our exchange, we will refund you.

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 is fully or partially refunded.

We do not reimburse the following costs as they are outside of PROTUBEVR:

  • Shipping costs.
  • Customs fees.
CONTACT OUR SUPPORT

The red tape trinity

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Shipping and duties

Check the duration per carrier and whether you can expect duties and taxes. 

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Warranty and refund (this page)

Where we explain our 2 years warranty and the return process for a refund.

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Terms of sales

The legal conditions of sale and use of our website between ProTubeVR and you.

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