Customer Return Policy
We understand that, due to a variety of reasons, a customer may request to return products ordered and shipped. We will gladly assist with the processing of these requests. To facilitate the transaction and avoid misunderstanding, please review the following policy, as it applies to all requests for product returns of items purchased directly from ProTeam. ProTeam reserves the right to amend this policy at any time.
What can be returned?
- We accept returns within 60 days of receipt of any unused product purchased directly from ProTeam. Product purchased from a distributor or other source should be handled through that company within their return policy guidelines. Such unused product purchased directly from ProTeam MUST meet ALL of the following criteria:
- Each item was shipped & invoiced within the last 60 days.
- Each item is unused, in the original packaging and in full, resalable condition. No markings other than those applied by the factory prior to shipment may be on any returned product.
- All original components and accessories of the product SKU must be intact and included with the returned item.
- Each item must be of the current design and configuration being sold. Older models or outdated products that have had upgrades may not be accepted. Obsolete, “clearance” or discontinued products will not be accepted. ProTeam Customer Service can confirm the acceptability of each product involved. Please contact us prior to physically returning any product.
- A return Service Request (SR) file must be opened by ProTeam Customer Service prior to any product being physically returned. This number does not represent advanced approval of the return or credit – it serves as a reference number to track all aspects of the transaction.
All returned product will be inspected for condition and contents and is required prior to any refund approval. If any returned product fails to meet all of the criteria, no credit will be provided for that product and someone from ProTeam will contact you to discuss the option of paying for the return of the product or requesting ProTeam dispose of the product at our expense.
How do I initiate a product return?
- Please contact ProTeam Customer Service at [email protected] or toll-free at 866-888-2168 to begin the returns process. A Service Request file number (SR#) will be provided to reference all activity associated with the return transaction.
How do I cancel my order?
- Please contact ProTeam Customer Service at [email protected] or toll-free at 866-888-2168 immediately. We take pride in shipping quickly so our customers can begin enjoying our products as soon as possible. Once a shipment has left our warehouse, the order cannot be cancelled or modified.
Do I pay for shipping on my return?
- Yes. ProTeam Customer Service will assist with preparing packages for return shipment and provide the destination address. You would take the product to any small package carrier (such as FedEx or UPS) and pay for the shipping.
What may prevent me from recieving a credit/refund for a returned item?
- All returned items will be inspected for condition and contents. If the returned items are found to be incomplete or in used condition, your return would not qualify for a credit and a Representative will contact you regarding options. The most common reasons a product would not qualify for a credit is because one or more of the following criteria was not met:
- Each item was shipped & invoiced within the last 60 days.
- Each item is unused, in the original packaging and in full, resalable condition. No markings other than those applied by the factory prior to shipment may be on any returned product.
- All original components and accessories of the product SKU must be intact and included with the returned item.
- Each item must be of the current design and configuration being sold. Older models or outdated products that have had upgrades may not be accepted. Obsolete, “clearance” or discontinued products will not be accepted. ProTeam Customer Service can confirm the acceptability of each product involved. Please contact us prior to physically returning any product.
- A return Service Request (SR) file must be opened by ProTeam Customer Service prior to any product being physically returned. This number does not represent advanced approval of the return or credit – it serves as a reference number to track all aspects of the transaction.li>
Are there restocking fees for a processed return?
- Yes, a restocking fee equal to 20% of the invoiced amount of the product (not included tax or freight) will be deducted from a qualifying credit. This charge covers the cost of processing the return, inspecting and testing the contents and repackaging the item(s) for restocking into inventory.
When will I receive my credit?
- Please allow up to 2 weeks after the completed inspection of the returned items for a credit.
My purchase was damaged during shipping. How do I return it?
- Please contact ProTeam Customer Service at [email protected] or toll-free at 866-888-2168. A representative will be happy to assist you with the situation.
What do I do if my purchase is lost in transit?
- Please contact ProTeam Customer Service at [email protected] or toll-free at 866-888-2168. A representative will be happy to assist you with the situation.
What do I do if I receive the wrong product?
- Please contact ProTeam Customer Service at [email protected] or toll-free at 866-888-2168. A representative will be happy to assist you with the situation.
Distributor Returns
Please refer to the details in the return policy located in your my account section and contact ProTeam Customer Service at [email protected] or toll-free at 866-888-2168 for assistance.
