RETURNS & REFUNDS POLICY

 

1: Unwanted products

You can return an unwanted product directly to Proto at your own courier cost provided:

  • You return the product within 3 days after receipt of the product.
  • It is undamaged and unused, with the original packaging, labels and stickers still attached;
  • It is not missing any accessories or parts;
  • You log a return at web@protopromo.co.za within 24 hours of receipt of the product and confirm your return with call on 016 931 3911/2.

 

2: Damaged and faulty products

If we accidentally deliver a damaged or faulty product to you, then please notify us within 24 hours by logging a return at web@protopromo.co.za and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you within 10 days of the return.

 

The following will NOT be regarded as damaged and faulty and will not entitle you to a return the product.

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
  • in relation to Unboxed Deals or used products, signs of handling and/or repackaging.

 

  1. Want to exchange

You can return a product for exchange directly to Proto at your own courier cost provided:

  • The different size or colour variation is available.
  • You return the product within 3 days after receipt of the product.
  • It is undamaged and unused, with the original packaging, labels and stickers still attached;
  • You log a return at web@protopromo.co.za within 24 hours of receipt of the product and confirm your return with call on 016 931 3911/2.
  • If such variation is not available, we will refund within 10 days of the return.

 

  1. Not what you ordered

If we accidentally deliver the wrong product to you, or if the product is missing any accessories or parts, then please notify us within 24 hours by logging a return at web@protopromo.co.za and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you within 10 days of the return.

 

5.Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • products should be return within its original labels and packaging;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

 

  1. General return notes
  1. Proto will not accept branded or custom-made goods for exchange.
  2. It is the sole responsibility of the purchaser to determine that the goods purchased are suitable for the purposes of intended use.
  3. If one fails to return the product within the specified time, then a 50% handling fee will be invoiced.
  4. Under no circumstances may goods be returned to any of our physical addresses without a return being logged at web@protopromo.co.za.
  5. Goods returned will either be replaced or refunded at Proto’s discretion.
  6. Once stock has been collected/delivered, we have no control over it. As such we do not accept responsibility for any damages or shortages not reported within 24 hours.