REFUND POLICY

A customer may be eligible for a refund in situations including:

• Order cancelled by PROMEC due to product unavailability or other valid reasons.
• Product received is incorrect or materially different from what was ordered.
• Product is received damaged and the issue is reported within the applicable reporting period.
• Product has a manufacturing defect covered under the applicable return/refund terms.
• Refund is otherwise required under applicable law or PROMEC’s applicable product policy.

If you receive a damaged, incorrect or materially defective product, please contact our support team as soon as possible after delivery.

You may be asked to provide:

• Order number
• Photographs of the package and product
• Unboxing video, where available
• Photographs/videos showing the issue
• Other information required to verify the claim

Our team may inspect or verify the issue before approving a return or refund.

Refunds may not be provided where the issue is caused by:

• Misuse or improper use of the product
• Accidental damage
• Physical damage caused after delivery
• Scratches or cosmetic damage caused by the customer
• Unauthorised modification or repair
• Failure to follow product instructions
• Normal wear and tear
• Damage caused by improper storage or handling

Warranty/service support may still be available where applicable.

Once a refund is approved, PROMEC will initiate the refund to the original payment method or through another appropriate method, depending on the payment channel used.

The time taken for the amount to reflect in the customer’s account may depend on the payment gateway, bank or financial institution.

Where an order involves an advance or partial payment, the refundable amount, if applicable, will be determined based on the reason for cancellation/return and the applicable policy.

If an order cannot be delivered due to an incorrect address, repeated delivery failure, customer unavailability or refusal to accept the shipment, PROMEC may process the order according to the applicable cancellation and return-to-origin procedures.

Any refund, where applicable, will be subject to the relevant order terms and applicable charges.

A product issue covered under warranty does not automatically mean that the customer is entitled to a refund.

Depending on the nature of the issue and applicable policy, PROMEC may provide troubleshooting, repair, replacement, spare parts or other appropriate warranty support.

To ensure a smooth warranty claim or replacement process, customers are requested to provide the following: