At ProPlays Enterprise, we strive to provide our customers with high-quality products and exceptional service. However, we understand that there may be times when customers may need to return a product or request a refund. To ensure a transparent and smooth process, we have established the following refund and return policy.
1. General Return Policy
ProPlays Enterprise offers a comprehensive return and refund policy for customers who wish to return items purchased from us. We encourage customers to review their purchases carefully before finalizing any order. If an item is not satisfactory, we accept returns and refunds within a set time frame from the date of purchase or delivery.
1.1 Eligibility for Returns and Refunds
To be eligible for a return or refund, the following conditions must be met:
- Return Window: Returns must be requested within 30 days from the date of purchase or delivery. Any request beyond 30 days may not be accepted unless stated otherwise in special circumstances.
- Condition of the Product: Products must be unused, unwashed, and in original condition. Items should include all original packaging, tags, and accessories (if applicable). Products that have been altered, damaged, or are not in their original condition are not eligible for return or refund.
- Proof of Purchase: A valid receipt or proof of purchase is required to initiate the return process. This can be an email confirmation, order number, or invoice.
Please note that certain products may have specific return policies (such as customized items or perishable goods) and are non-returnable or non-refundable.
1.2 Types of Returns
- Exchange: If you received the wrong product or are dissatisfied with the item, you may opt for an exchange instead of a refund. We will replace the item with the same or similar product of equal value. In cases where the product is no longer available, we will issue a refund.
- Refund: If you do not wish to exchange the product, you may request a refund. Refunds are issued to the original payment method, and it may take up to 14 days for the refund to be processed, depending on the payment provider.
2. Return Procedure
If you wish to return a product to ProPlays Enterprise, please follow these steps:
2.1 Contact Customer Support
To initiate a return, contact our customer support team via email, phone, or our online support portal. Provide the following details:
- Your order number
- A description of the product you wish to return
- Reason for return (optional but helpful)
- Photos of the product (if applicable)
Our customer support team will review the return request and provide you with a return authorization number (RA#), instructions on how to return the product, and the appropriate return address.
2.2 Pack the Product
Once you receive the RA#, pack the product securely in its original packaging, along with any accessories, manuals, or additional items that came with the product. Ensure that the product is in the condition it was when delivered (unused and undamaged).
2.3 Shipping the Return
Customers are responsible for the cost of return shipping unless the product is defective or if the wrong item was sent. If ProPlays Enterprise made an error in fulfilling the order, we will cover the return shipping costs.
We recommend using a trackable shipping service or purchasing shipping insurance when returning items, as we cannot guarantee that we will receive your returned item if it is lost or damaged during transit.
3. Refund Process
After receiving and inspecting the returned item, ProPlays Enterprise will process your refund. The refund will be issued to the original payment method used for the purchase.
3.1 Refund Timeframe
Refunds typically take up to 14 business days to process from the date the returned item is received. The time it takes for the refund to appear in your account may vary depending on the payment method used and the financial institution. Please note that processing times for credit card companies or banks may vary, and we encourage you to allow sufficient time for the transaction to be completed.
3.2 Partial Refunds
In some cases, a partial refund may be issued. This may occur if the returned product shows signs of use, damage, or missing parts. If the product is returned in an incomplete or unsatisfactory condition, we reserve the right to issue a partial refund or deny the return request.
3.3 Non-refundable Items
Certain products are not eligible for refunds, including:
- Customized or personalized products (e.g., items with custom text or modifications made to the original design)
- Perishable goods (e.g., food or items with a short shelf life)
- Digital products or downloads (e.g., software, digital licenses)
- Gift cards
- Clearance or final sale items
Before purchasing any of these products, we advise customers to check whether they are eligible for return or refund.
4. Damaged or Defective Products
At ProPlays Enterprise, we strive to ensure that every product we sell meets high-quality standards. However, in rare cases, a product may be damaged or defective upon arrival. In such cases:
- Contact customer support immediately upon receiving the damaged or defective product. Please provide details of the issue and photos of the damaged item.
- If the product is indeed defective or damaged, ProPlays Enterprise will cover the cost of return shipping and issue a full refund or replacement, depending on the preference of the customer.
- In cases where the item is covered by a manufacturer’s warranty, ProPlays Enterprise will assist the customer in contacting the manufacturer to resolve the issue.
5. Exceptions and Special Circumstances
We understand that there may be exceptions to the general return policy, and we aim to accommodate customer needs where possible. Some examples of special circumstances include:
- Gift Returns: If a product was purchased as a gift, the recipient may return the item following the same procedures as the original purchaser. A gift receipt or proof of purchase will be required.
- Shipping Errors: If a customer receives the wrong product or there is an issue with the delivery (e.g., missing parts or an incomplete order), ProPlays Enterprise will take responsibility and offer either a replacement or full refund, including the cost of return shipping.
6. Customer Satisfaction
Customer satisfaction is our priority, and we are committed to resolving any issues in a timely and fair manner. If you are dissatisfied with our products or service, please reach out to our customer support team so we can address the situation promptly. We appreciate your feedback, as it helps us continuously improve our offerings.
7. Contact Information
For any questions or concerns regarding our refund and return policy, please contact our customer support team at:
- Email: info@proplays.in
- Phone: +91 99811 39417
- Website: www.proplays.in
Our team is available Monday through Friday, 9 AM to 5 PM, to assist with any inquiries.
This refund and return policy ensures that customers can shop with confidence at ProPlays Enterprise, knowing that they have clear guidelines for returning products and receiving refunds. We value our customers and strive to offer the best shopping experience possible.