Exchange & Returns

Welcome to Protonix's Returns and Exchanges Policy

At Protonix, we strive to ensure your satisfaction with every purchase. Our comprehensive returns and exchanges policy outlines the terms and conditions related to warranty coverage, repair services, and shipping costs. Please read through this policy carefully to understand the procedures and your rights regarding returns and exchanges. If you have any questions, don’t hesitate to contact our support team for further assistance.

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Frequently Asked Questions

FAQs on Warranty, Returns, Exchanges, and Repairs

General Warranty Information
1. What warranty periods do you offer for products?
At Protonix, we provide varying warranty periods to support you based on the product category. Here’s a comprehensive breakdown of our warranty policies:
  • No Warranty: Products such as certain spare parts and PCBs do not come with a warranty. To ensure transparency and build trust, we record a detailed video demonstrating the product's working condition before dispatch. This video thoroughly inspects and confirms its functionality, allowing you to verify the product’s condition prior to purchase.

  • 30 Days Warranty:This warranty applies to specific products, including some spare parts and PCBs. It covers functionality issues that are not caused by external damage, misuse, or improper installation. It does not extend to problems arising from faulty appliances or power issues, ensuring coverage is focused on the product’s inherent qualities.

  • 90 Days Warranty: An extended warranty available for selected products, including some spare parts and PCBs. This warranty covers the same types of functionality issues as the 30-day warranty but extends the period to three months. Detailed coverage specifics and exclusions are clearly outlined on each product page to ensure transparency.

  • 1 Year Warranty: Available for specific high-quality product types, this warranty spans one year from the date of purchase. It comprehensively covers all functionality issues, ensuring that any defects in materials or workmanship within this period are fully addressed. Complete details of what is covered, along with any exclusions, are provided on the product page, helping customers understand the extent of protection offered.
2. How can I check the warranty period for a product?

The warranty period for each product is specified on the product page. Please refer to the product description for specific details.

3. What does the 30 Days Warranty cover?

This warranty covers functionality issues that are not related to external damage, misuse, or installation errors. It excludes issues caused by faulty appliances or power problems.

4. What is included in the 90 Days Warranty?

The 90 Days Warranty covers functionality issues similar to the 30 Days Warranty but extends the coverage period. It does not cover damage due to misuse or appliance-related issues.

5. What does the 1 Year Warranty cover?

The 1 Year Warranty provides comprehensive coverage for functionality issues for one year from the purchase date. Details and exclusions are outlined on the product page.
Return and Exchange Policies
6. What is your return policy?
We do not offer a return service to minimize the complexities involved with managing spare parts and PCBs, which often require specific handling and diagnostics.
7. How do I return a product?
Since we do not offer returns, we focus on providing exchanges for products that are faulty or not as described. If you receive such a product, please contact our customer service to discuss exchange options, ensuring product integrity and customer satisfaction.
8. Are there any items that cannot be returned?
Items that are damaged due to misuse, improper installation, or external faults in the customer’s appliance are not eligible for returns or exchanges. Additionally, products sold without a warranty cannot be returned unless they are found to be defective at the time of delivery, reinforcing our commitment to quality and functionality.
9. What is your exchange policy?
We offer exchanges for items that are defective or incorrectly shipped within 30 days of purchase. Items must be returned in their original condition and packaging. To initiate an exchange, please contact our customer service, who will guide you through the process and ensure a smooth resolution.
10. How long does it take to process a return or exchange?
Exchanges are processed within 3-4 business days after we receive the returned item. This timeline allows us to thoroughly inspect and verify the issue with the product to ensure the correct action is taken. You will be notified as soon as the exchange is complete, aiming to maintain transparency and customer satisfaction throughout the process.
Warranty Claims and Repairs
11. How do I file a warranty claim?
To file a warranty claim, please contact our customer support with your order details and a clear description of the issue. We may ask for additional documentation or photos to fully assess the problem and determine if it falls under warranty coverage. This process ensures that all claims are handled fairly and promptly.
12. What is the process for repairing a product under warranty?
If your product qualifies for repair under warranty, please initiate the process by contacting our support team. We will guide you through sending the product back to us for inspection. If the defect is confirmed to be covered by warranty, we will repair the item at no additional cost to you. This service demonstrates our commitment to the quality and longevity of our products.
13. Are there any charges for repairing a product under warranty?
Repairs under warranty are generally free unless the issue arises from misuse, installation errors, or external damage. If the damage is determined to be the customer's responsibility, there may be charges for the repair. This policy helps ensure that our warranty services are used for their intended purpose—addressing manufacturing defects.
14. What happens if a product is damaged during return shipping?
The customer is responsible for any damage that occurs during return shipping. We strongly recommend that you package the item securely and use a reliable shipping service to prevent any damage. This precaution helps protect the item, ensuring that it arrives in a condition suitable for inspection and repair.
15. Can I get a replacement instead of a repair?
We offer replacements for defective items when repair is not feasible. If a product is found to be defective within the warranty period and cannot be effectively repaired, we will replace it. To arrange a replacement, please contact our customer service team. This option ensures that you receive a fully functional product promptly.
Fault Identification and Responsibility
16. How can I identify faults before fitting a part into my machine?
To prevent issues, verify the compatibility of the part with your machine by referencing the specifications on our product page. If you're uncertain about compatibility or need further guidance, our customer service is available to assist. This step is crucial to avoid mismatches that could lead to part or machine damage.
17. What precautions should I take before fitting a new part into my machine?
Before installation, ensure the part matches your machine’s requirements. Always turn off and unplug the machine to ensure safety. Carefully follow the installation instructions provided with the part or available on our website. This approach minimizes the risk of damage and ensures the functionality of the part.
18. What is your policy on repairability of products damaged due to faulty machine parts?
Our warranty typically does not cover damages resulting from external factors, including faulty machine parts. If a part is damaged under such circumstances, we offer repair services at a cost. This policy ensures that repairs are handled fairly, focusing on issues within our control and product design.
19. Are there any warranty exclusions for specific products?
Warranty exclusions are applicable for damages arising from misuse, external factors, or improper installation. Each product page details these exclusions, ensuring you are fully informed before making a purchase. Understanding these exclusions can help you manage your expectations and responsibilities as a consumer.
Shipping and Costs
20. Who is responsible for shipping costs for returns?
The customer is responsible for covering both return and original shipping costs if the returned product is found to be in working condition. If the product is confirmed as faulty, we will cover the shipping costs for both directions to alleviate any inconvenience.
21. How do I track my return or repair shipment?
Once your return or repair item is shipped, you will receive a tracking number. You can monitor the shipment's progress by entering this tracking number on our website's tracking page, ensuring you are updated at every step of the process.
22. What is the processing time for repairs?
The processing time for repairs is typically 3-4 business days, although this may vary depending on the complexity of the repair and part availability. We strive to handle repairs efficiently to minimize any inconvenience to you.
23. Can I cancel my warranty claim?
Yes, you can cancel your warranty claim if the repair or replacement has not yet been initiated. To cancel, please contact our customer service team promptly so that we can halt the process and discuss any necessary steps or alternatives.
24. What should I do if my product is not functioning as expected after repair?
If your product still exhibits issues after a repair, please reach out to our customer service without delay. We will investigate the problem and provide a suitable solution, which may include further repairs, a replacement, or other remedies based on the specific circumstances and warranty terms.
Additional Information
25. How can I get more details about a specific product’s warranty?
Detailed warranty information for each product is available on the product page. If you require more specific details or have additional questions, please contact our customer service team.
26. What if I need further assistance with a return, exchange, or warranty issue?
If you need additional help with returns, exchanges, or warranty matters, please reach out to our customer service team. Provide your order details and the nature of your issue to receive tailored support.
27. How do you handle products with mixed warranty conditions?
For products with mixed warranty conditions, the most restrictive terms will apply. We ensure transparency by clearly detailing these conditions on each product’s page, helping you understand exactly what is covered.
28. What should I do if I have lost the original packaging for a return?
While the original packaging is preferred for returns to ensure product safety during transit, it is not mandatory. Please contact our customer service for advice on how to best package your product for return to minimize the risk of damage.
29. Can I get a refund instead of a repair or replacement?
Refunds may be offered if a product is irreparable or a replacement is unavailable under warranty conditions. To explore this option, please contact our customer service to discuss the specifics of your case.
Additional FAQs to Consider
30. How do I check the status of my warranty claim?
To monitor the progress of your warranty claim, use the tracking number provided during the claim process or reach out through our designated customer inquiry channels.
31. What if I receive a product that does not match the description?
If there's a discrepancy between the received product and its description, please provide the order details and the nature of the mismatch immediately so we can facilitate an exchange or a return.
32. Are there any special instructions for returning defective PCBs?
Defective PCBs must be packaged securely to prevent further damage during transit. Follow the detailed instructions provided to ensure proper handling and return.
33. What should I do if I encounter issues with a repaired item?
If a recently repaired item is still malfunctioning, document the issues and inform us. We will assess the situation and provide a resolution, which may include further repairs or a replacement.
34. Can I request a partial refund if only part of my order is faulty?
If only part of your order is defective, a partial refund may be applicable. Discuss the specifics with us to determine the appropriate adjustment.
35. How do I handle a return for a product that was purchased as part of a bundle or offer?
Products purchased as part of a bundle or offer may require specific return procedures. Contact us for guidance on how to proceed with such returns.
36. What happens if a product is lost during return shipping?
The customer is responsible for proving shipment in cases where the product is lost in return transit. Utilizing a traceable shipping method is strongly recommended.
37. Are there any additional fees for returning items from remote locations?
Additional charges may apply when returning items from remote areas. Verify specific details for your location by getting in touch directly through our help channels.
38. How is the warranty affected if the product is modified or altered?
Any modification or alteration to the product may void the warranty. It is important to use the product as intended under the manufacturer’s guidelines to maintain warranty validity.
39. What should I do if I suspect that a product is not functioning properly right after installation?
Immediately report any operational issues after installation, ensuring that the installation process has been correctly followed to avoid affecting your warranty claim.
Customer Support and Communication
40. How can I contact customer support for warranty or return issues?
You can reach out to us via email at support@theprotonix.com or by phone at +91-9876543-779. Please make sure to include your order number and a detailed description of the issue to help us assist you more efficiently.
41. What is the expected response time for customer service inquiries?
Our team aims to respond to customer service inquiries within 2 business days. For urgent issues, please use the phone contact for quicker assistance.
Detailed Repair Procedures
42. What is the process for repairing a product under warranty?
If your product requires repair under warranty, follow these steps:
  • Contact customer support to initiate a repair request.
  • Provide details of the issue and proof of purchase.
  • We will provide instructions for sending the product to our repair facility.
  • The product will be assessed, repaired if necessary, and returned to you within 3-4 business days.
43. Who performs the repairs, and what qualifications do they have?
Repairs are conducted by qualified technicians with extensive experience in handling electronic components and appliances. Our team is trained to follow industry standards to ensure high-quality repairs and product reliability.
Handling of Non-Defective Returns
44. What is the policy for returning items that are not defective?
If an item is returned and found to be non-defective, the customer will be responsible for both the return and original shipping costs. The item must also be returned in its original condition and packaging to qualify for any exchanges or refunds.
45. Are there any restocking fees for non-defective returns?
No restocking fees are charged for non-defective returns. However, the customer is responsible for the return shipping costs in such cases.
Extended Warranty Options
46. Can I purchase an extended warranty for products?
Currently, extended warranties are not available for purchase. Our standard warranty periods are outlined on each product page.
Product Testing and Quality Assurance
47. How are products tested before shipping, especially those with no warranty?
All products undergo a rigorous quality check to ensure proper functionality before they are shipped. For products with no warranty, we take extra steps to build transparency and trust. Each item is thoroughly tested, and a detailed video recording is made to showcase its working condition. This video is shared with the customer to confirm that the product was fully functional before dispatch. This process ensures confidence in the product’s quality, even when no warranty is provided.
Special Cases or Exceptions
48. What is the policy for custom-made or specially ordered products?
Custom-made or specially ordered products are generally non-returnable and non-refundable. These products are manufactured or ordered specifically to meet your unique requirements, so it is essential to review all product details and specifications before placing the order. We ensure transparency and quality checks, but please understand that these items are final sale.
49. How are warranty claims handled for third-party services or repairs?
Warranty claims for products that have been repaired or serviced by third-party providers are not covered under our warranty policy. To ensure your warranty remains valid, all repairs and service requests should be handled through our authorized service centers or channels. This ensures the product’s integrity and that warranty terms are fully honored.
Customer Responsibilities
50. What are my responsibilities to maintain warranty coverage?
To maintain warranty coverage, it is essential to use and install the product correctly as per the provided instructions. Regular maintenance should be performed according to the guidelines, and any modifications or tampering with the product should be avoided. Failure to comply with these conditions may void the warranty. Specific details on proper care and usage are available on the product page or in the warranty documentation.
Documentation and Proof Requirements
51. What documentation do I need to provide for returns or warranty claims?
For returns or warranty claims, the following documentation is required:
  • Proof of purchase (invoice or receipt)
  • A clear description of the issue
  • Photos or video evidence if applicable
  • Any relevant correspondence regarding the issue
Having this information ensures that your claim is processed efficiently and accurately.
52. How does a natural disaster or accident affect my warranty?
Warranty coverage does not extend to damage caused by natural disasters or accidents. Such damage is considered beyond our control and is not covered under the warranty.

Warranty / Exchange Request Form

Please fill out the form below to request a warranty repair or replacement for your product. Fields marked * are required.

Need More Help?

If you still have questions regarding our return policy, exchange procedures, or any other concerns, our customer support team is here to assist you.

We're committed to ensuring your satisfaction and will be happy to help with any queries you may have.