Proto ‘M’ US Return & Refund Policy
Before initiating a return request, please let us know if there is anything we can do to help by contacting firstname.lastname@example.org
It is important to check your item(s) immediately upon delivery to confirm that no damage has occurred in transit. Any claims for damaged items must be reported in two business days of delivery.
Return Eligibility Conditions:
You may return fully functional and undamaged items within 14 days of the delivery date.
Only products that have been purchased directly from Proto can be returned to Proto. All returned items must be in new condition and must include all accompanying items and accessories.
If you are returning a Proto ‘M’ unit, it must be returned in its original, intact packaging. The serial number on the unit must match the serial number on the label of the original packaging. If you do not have the original packaging, Proto will provide you with a replacement package at your cost.
Proto products purchased through other resellers must be returned in accordance with their respective returns and refunds policy.
Software licenses and extended warranties are not eligible for return, exchange or refund as stand-alone products. If your return of an ‘M’ unit is accepted, any accompanying software license and/or extended warranty costs from your original order will be included in your refund amount.
Restocking Fee & Return Shipping Charge:
For each physical item returned, a 10% restocking fee and a $50 return shipping charge will be deducted from the total refund amount.
Initiate a return request on the Proto Support Site http://support.protohologram.com/
At the top right of the support site, there is a “Submit a request” button. After clicking, please select the “Product Return Request Form” option. In the description box please include your order number and email address associated with the order. Your order number [(SO-XXXXX)] is in your order confirmation email.
Again, If you are returning a Proto ‘M’ unit and do not have the original packaging, please follow the instructions on the return request form to purchase replacement packaging.
Please allow 5-7 business days for our Customer Care Team to address your request. We will provide you with a prepaid shipping label. Print the label and return your item using the carrier indicated on the return label within 10 business days.
Refund Method and Timing:
Once we receive, inspect and approve the return, it will take our team 5-7 business days to issue the refund. All returns will be credited to the original method of payment. We are unable to send a refund to another card or bank account. Please note we can only refund the original purchase price with the applied restocking fee and return shipping charge deducted from the total refund amount. Shipping charges are nonrefundable. You will receive a confirmation email from Proto once the refund has been issued.
Please allow a few business days for the refund to show up on the account that was used to make the purchase. If you are unable to identify a refund transaction within a week of receiving the confirmation email from Proto, you can contact Proto Support by visiting the Proto Support Site and clicking the “Submit a request” button. After clicking, please select the “Support Request Form” option.
Incomplete, Defective or Damaged Items:
Claims for items found to be incomplete, defective or damaged upon arrival must be submitted within two business days from the time of delivery. If you fail to report damages in this time frame, we will not be able to file a claim with the carrier which means we can’t accept responsibility for the damages.
We understand that it is very frustrating to have received an item not in perfect condition. To help us get the product fixed as soon as possible, please file a claim via the Proto Support Center http://support.protohologram.com/
If your item has become faulty during use and is within the warranty period, please refer to Proto’s warranty policy - Proto M Terms and Conditions.
For more information, please read Proto’s Sales and Refund Terms and Conditions.