Returns & Refunds
At ProtonHome.tech, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we offer a simple and straightforward returns and refunds policy. Please read the details below to understand our procedures.
1. Return Eligibility
Time Frame: We accept returns within 30 days of receiving your order.
Condition of the Product: To be eligible for a return, products must be unused, unopened, and in resellable condition. The product must be in its original packaging, with all included accessories and documentation.
Non-Returnable Items: Some items are non-returnable for hygiene or safety reasons, such as used filters, mop heads, or any products marked as final sale.
2. How to Return an Item
To initiate a return, please follow these steps:
Contact Us: Reach out to our customer service team at info@protonhome.tech or via WhatsApp at +64 02108385004. Please include your order number and the reason for the return.
Return Authorization: We will review your request and provide you with a Return Authorization (RA) number along with the instructions for returning your product.
Ship the Product: Once you have the RA number, pack the item securely and send it back to the return address provided. You are responsible for the return shipping costs unless the return is due to an error on our part (e.g., defective or incorrect items).
3. Refunds
Processing Time: Once we receive the returned product and verify its condition, we will process your refund. Refunds will be issued to the original payment method used during purchase.
Refund Amount: The refund will be the full purchase price of the item, excluding original shipping charges. Shipping costs for returns are the responsibility of the customer unless the return is due to a mistake on our part.
Refund Processing Time: Please allow 5-10 business days for the refund to be processed and reflected in your account. The time may vary depending on your payment provider.
4. Exchange Policy
We currently do not offer direct exchanges. If you would like to exchange a product, please return the original item and place a new order for the item you'd like to receive.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of receiving your order. We will assist you in processing a return or exchange, and we will cover the return shipping costs in this case.
Please provide photos of the damage or defect along with your order number when contacting us.
If the item is defective or damaged due to our error, we will offer you a full refund or send a replacement item at no additional cost.
6. Order Cancellation
If you need to cancel your order before it has been shipped, please contact us as soon as possible. If the order is already processed and shipped, it will need to go through the regular return process.
7. Late Returns
Returns received after the 30-day return period will not be accepted, unless they are defective or damaged due to our fault.
8. Contact Us
If you have any questions regarding our return and refund policy, or if you need assistance with your return, please don't hesitate to contact us:
Email: info@protonhome.tech
WhatsApp: +64 02108385004