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Cancellation & Returns
How do I cancel an order on Protonme.com?
You may cancel your order placed protonme.com if it has not been processed or approved by us and we’ll refund the entire amount. We will not be able to cancel orders that have already been processed and shipped out by us.
Please note that protonme.com reserves the right to decide whether an order has been processed or not. The customer agrees not to dispute the decision made by us and accept our decision regarding the cancellation.
In order to cancel an order:
- Log in to your user account on protonme.com and click on the ‘Cancel Order’ button.
- Alternatively, call our Customer Support Number provided between 9 am and 6 pm, Saturday to Thursday, or mail us at info@protonme.com with your order details.
For products listed under special Events & Promotions cancellations will not be entertained.
* Note: There may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.
If your order is cancelled after the payment has been made, the said amount would be refunded within 10 business days from the date of cancellation.
Refunds:
In case of payment by Credit Card or Net-Banking, we will refund your credit card or net-banking account and in case of payment through Cash on Delivery, we will send a cheque to your billing address. Usually, refunds are processed within 10 business days after the returned product(s) pass the quality check, but in case of payments by cheque please allow a few extra days for the cheque to reach your billing address. Protonme.com will make refund cheque only in the registered name of the customer.
What to do if a product ordered from Protonme.com is defective or damaged?
In case the product is damaged, notify us within 24 hours of delivery, and we will replace the product to your satisfaction at no extra cost. If you are unable to raise an alert with us about receipt of a damaged product within 24 hours of delivery, there shall be no liability of Protonme.com to replace the order.
Before accepting shipment, kindly ensure that the product’s packaging is not damaged or tampered. If you observe that the package is damaged or tampered, we would request you to refuse to accept delivery and inform us immediately by calling on our Customer Helpline number or writing to write to us at info@protonme.com
We will arrange the pickup of the defective or damaged product or part. It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of goods in transit.
Please note that the returned product is subject to verification and checks from our quality team to ensure the legitimacy of your complaint. In case the returned product is not defective or damaged then you will be informed about the same and the same product will be reshipped to the shipping address of the order. In that case, you will have to bear the return shipment and reshipment charges.
How do I return a product ordered from Protonme.com?
Returns are easy! In order to return a product:
- Call on our Customer Helpline number or write to us at info@protonme.com and ask for return of your product by providing your order details.
Your return will only be accepted if:
- Item(s) are returned in their original packaging (inside their original box), along with the original price tags, labels, and invoices.
- All free gifts, manuals, booklets, warranty card, packaging materials, accessories like remote controls, cords, cables, etc., and all other items originally included with the product(s) delivered are returned with the product.
- Returned item(s) are undamaged and in brand new and resalable condition.