RETURN POLICY

Product Returns and Refunds

This Return Policy applies to all purchases made through the Promag 300 Premier website (“we,” “us,” or “our”).

Important Notice: Video Requirement Summary

For any claims involving defective, damaged, or incorrect items, a continuous and unedited video is strictly required as proof.

The video is required to:

  • Verify that the product was delivered in a non-acceptable condition, and

  • Confirm that the correct item was shipped and received according to the order details

Claims supported by photos only will not be accepted.

The video must start upon receipt of the parcel and continue through the complete opening of the package and product. Failure to provide the required video will result in the claim being denied.

Eligibility for Returns

To be eligible for a return or refund, customers must contact us within 30 calendar days from the date the order is received. Please include your order number and reason for return when submitting a request.

All return requests are subject to review and approval. If approved, return instructions will be provided via email.

Condition of Returned Items

Returned items must meet all of the following conditions:

  • Unused and in the same condition as received

  • In original packaging, including all accessories, manuals, and documentation

  • Free from stains, folds, broken seals, or damaged plastic foiling

Items returned in unacceptable condition may be refused and deemed ineligible for a refund or exchange.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Personalized or customized products

  • Incorrect products purchased by the customer

  • Products damaged due to customer mishandling

  • Returns without valid proof of purchase

We reserve the right to deny any return or refund request at our sole discretion.

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, please contact our Customer Support Team immediately to initiate the return or replacement process.

To ensure fair and accurate verification of claims, video evidence is mandatory. The required video allows us to confirm:

  • The condition of the product at the time of delivery, and

  • That the correct item was shipped and received according to the order

Photo submissions alone will not be accepted.

Please provide the following:

  • Order number

  • Proof of purchase

  • Required video proof (see instructions below)

  • Complete delivery address

  • Contact telephone number

Failure to provide the required video evidence will result in the claim being denied, and no refund or replacement will be issued.

How to Record the Video (Required)

To ensure your claim can be reviewed properly, please follow these steps carefully:

  1. Start recording immediately upon receipt of the parcel from the courier or upon first handling the delivered package.

  2. The video must be continuous and unedited (no cuts, pauses, filters, or alterations).

  3. Clearly show:

    • The unopened outer packaging

    • The shipping label with order details visible

    • The process of opening the parcel

    • All contents inside the package

  4. Continue recording until the product is fully removed from its packaging, clearly showing:

    • The item received

    • Product labels or identifiers

    • Any visible defects, damage, or discrepancies

Videos recorded after the package has already been opened, edited videos, or incomplete recordings will not be accepted.

Return Processing Time

Once the returned item is received, processing may take up to 30 business days. A confirmation email will be sent once the return has been reviewed and completed.

Refund Details

  • Defective, damaged, or incorrect items: Eligible for a full refund

  • Non-defective items: Refunds exclude shipping, handling, and electronic transfer fees

Refund Timeline

Refunds will be issued to the original payment method used at checkout.

  • Credit/Debit Card or PayPal refunds will be processed within 30 business days after the returned item is received

  • Posting times may vary depending on the bank or payment provider

If the refund does not appear within this period, customers are advised to contact their bank or card issuer directly.

Order Changes or Cancellations

Requests to modify or cancel an order must be submitted as soon as possible and include the order number and requested changes.

Please note:

  • Orders that have already been packed or shipped cannot be modified or cancelled

  • For cancelled orders already paid via credit/debit card or PayPal, refunds will exclude handling and electronic transfer fees