Return Policy for Protonest

At Protonest, we prioritize the quality of our IoT prototypes and components. However, due to the custom and technical nature of our products, we handle returns on a case-by-case basis. This Return Policy outlines the criteria and process for return requests.

1. Return Eligibility

• Products are eligible for return only if they meet the following conditions:
• The item is in its original, unused condition with all packaging, labels, and accessories included.
• The return request is initiated within 7 days of receiving the item.
• The item is not a custom-built or prototype component developed specifically for your project requirements, as these are non-returnable.

Note: Products that are damaged due to misuse, improper installation, or not following the manufacturer’s guidelines are not eligible for return.

2. Non-Returnable Items

• The following items are generally non-returnable due to their nature:
• Custom-designed prototypes or products made specifically for your project.
• Opened software, electronics kits, and sensors that are not defective.
• Clearance items or special offers, which will be clearly marked as non-returnable.

3. Initiating a Return

• To request a return, please contact our support team at support@protonest.co with the following details:
• Order Number
• Product Name and Model
• Reason for Return
• Photos of the product (if applicable)
• Our team will review your request and provide you with a return authorization if your item meets our return eligibility criteria.

4. Return Process

• If your return is approved, follow these steps:
• Carefully pack the item in its original packaging to avoid damage during transit.
• Include a copy of the return authorization provided by our support team.
• Ship the item to the address provided by our support team. Note that return shipping costs are the responsibility of the customer unless the item was damaged upon arrival or is defective.

5. Refunds

• Once we receive and inspect your returned item, we will notify you of the status of your refund. Approved returns will be processed as follows:
• Refunds will be issued to your original payment method within 7-10 business days after we receive the item.
• Shipping fees and any applicable handling fees are non-refundable unless the return is due to an error on our part.

6. Damaged or Defective Items

• If you receive a product that is damaged or defective, contact us within 3 days of receiving the item with details and photos of the damage. Protonest will work with you to provide a replacement or refund as needed.

7. Warranty Claims

• Some of our products may be covered by a manufacturer’s warranty. Please review the warranty documentation included with your product for details. Warranty claims should be directed to the manufacturer, though our team can assist in guiding you through the process if needed.

Contact Us

If you have any questions about our return policy, please reach out to us at support@protonest.co. We’re here to help ensure a smooth process.