RETURN AUTHORIZATION NUMBERS/PROCEDURE
Q. What is your return policy?
A. PROTEK accepts returns on hardware products in "Factory Sealed Condition" within 10 days of the delivery date for on-line orders only, less shipping costs and a 30% restocking fee.
"Factory Sealed Condition" is defined as all original packing materials, including inserts and manuals, warranty cards (not filled out), and all accessories. Software and computer hardware requiring installation is not eligible for return once opened or installed.
Packaging itself should also be in factory condition, with no tape or writing anywhere on the package. Replacement of damaged, altered, missing, and taped on contents or cartons will receive an additional charge.
When returning a product, first call our customer service line in order to receive authorization ((808) 244-6699). Pack the product in its original box with packing materials to keep the contents safe. Then pack the product into a shipping box and tape securely so that the package does not roll around during shipment. Ship the box to the address provided to you by our customer service representative. It is a good idea to insure and track your product as well. PROTEK is not responsible for packages lost in transit.
Once your product has arrived at our warehouse, please allow approximately 5 business days for the return to be processed.
No goods will be accepted for exchange or return without authorization. Any products not under warranty are only returnable at PROTEK's discretion.
Cell phone returns and service cancellations are subject to the terms and conditions of the mobile phone company with which the individual has registered.
We reserve the right to refuse any returns.
Q. What if I receive a damaged shipment I am missing some of the products I ordered?
A. For your protection, PROTEK purchases excess value coverage from various Interstate Common Carriers to ensure that the merchandise you order arrives undamaged. The cost of this coverage is included in the delivery charges.
In the unlikely event that you receive an item with either a shortage of physical damages, contact the carrier representative with the problem, indicating whether it is a damage or shortage on the airbill. All damage or shortage claims must be stated on the airbill. No claims are accepted after the delivery has been made.
Do not sign the airbill stating that the merchandise was received in good condition until you have already examined the package and its contents.
In the event of a problem, please retain all shipping materials and notify our customer service department as soon as possible. A representative of the Interstate Common Carrier will contact you to make arrangements for viewing and assessing the damages. In most cases, damaged merchandise can be repaired locally.
Q. What happens if I receive an item that does not work?
A. In rare instances, a product may arrive in non-working condition, or "Dead on Arrival." In the event you receive a non-working item, we will work with you to get the item repaired or replaced promptly.
If you receive an item that is DOA, please contact us as soon as possible at (808) 244-6699. We will help you with getting the product repaired or replaced through the manufacturer's warranty procedure. Defective products must be addressed through the manufacturer's warranty process. All other products are subject to our return policy.
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