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Return, Warranty & Repair Policy

Return, Warranty & Repair Policy

Return Policy – PROTREK eshop

  1.  For products purchased from PROTREK eshop, please follow term # 5 return procedure.  PROTREK retail shops will not receive and handle eshop’s product replacement.
     
  2.  In all circumstances, PROTREK official order confirmation email with purchase date is necessary.
     
  3.  Only new product with proper undamaged package and hangtags can be replaced within 7 days counted from the date of product receipt.
     
  4.  PROTREK eshop DO NOT ACCEPT returns of certain products, including:

    A.           Any product that is returned more than 7 days counted from the date of product receipt.

    B.           Any product that has been opened or used (taken out of its original wrap or box, and without hangtag).

    C.           Any product that is not in its original condition, is damaged, or is missing parts.

    D.           Any electronic products, eyeglasses, ski goggles, climbing gear.

    E.            Any food and drink.

    F.            Any free gift product and special redemption gifts.

    G.           Any product that is purchased at PROTREK retail stores.

    H.           Any underwear and socks (due to hygiene reason).

    I.             In the event of dispute, PROTREK eshop's decision shall be final and conclusive.

  5. Return Procedure

    You can pack and send your return to us in just a few simple steps:

    A.           Click Contact us and complete all the fields in the form.

    B.           State in the Comment field : Return Product, your Order Number, description of products to be returned and the reason of return.

    C.           Pack the returned products along with our order confirmation email securely in a box that we can expedite your request.

    D.           Send the returning items by mail to: PROTREK, Rm.1006, 10/F., Block A, New Trade Plaza, 6 On Ping Street, Shatin, N.T., Hong Kong.

    E.            All return shipping fee must be prepaid by customer. PROTREK do not bear the return shipping fee.

  6. In case of returning a product which was purchased with another promotional item (e.g., buy a pair of boots, get a pair of socks free of charge), the value of the promotional item may be deducted from the value of new replaced item.
     
  7. We reserve all rights of final decision upon return policy.
     
  8. The contents of the return policy are subject to change without prior notice.

 

Return Policy – PROTREK Retail Shops

  1. For products purchased from PROTREK retail shops, please email purchase receipt and product picture demonstrating the damaged area to info@protrek.com.hk or bring the product to the retail store where you purchased.
     
  2.  In all circumstances, PROTREK official receipt with purchase date is necessary.
     
  3. Only new product with proper undamaged package and hangtags can be replaced within 7 days of purchase.
     
  4. PROTREK retail shop non-returnable items

    We're sorry, but we DO NOT ACCEPT returns of certain products, including:

    A.           Any product that is returned more than 7 days counted from the date of product receipt.

    B.           Any product that has been opened or used (taken out of its original wrap or box, and without hangtag).

    C.           Any product that is not in its original condition, is damaged, or is missing parts.

    D.           Any electronic products, eyeglasses, ski goggles, climbing gear.

    E.           Any food and drink.

    F.            Any discount, clearance or outlet clearance product.

    G.           Any free gift product and special redemption gifts.

    H.           Any product that is purchased on PROTREK eshop.

    I.             Any underwear and socks (due to hygiene reason).

    J.            Any clothing due to sizing and fitting reasons.

    K.           Any special ordered product which is not in our normal supply.

    L.            In the event of dispute, PROTREK retail shop's decision shall be final and conclusive.

  5. In case of returning a product which was purchased with another promotional item (e.g., buy a pair of boots, get a pair of socks free of charge), the value of the promotional item may be deducted from the value of new replaced item.
     
  6. We reserve all rights of final decision upon return policy.
     
  7. The contents of the return policy are subject to change without prior notice.

Warranty and Repair Policy

  1. In all circumstances, PROTREK official receipt with purchase date and within one year warranty are necessary. Otherwise it will not be accepted or an inspection fee will be quoted separately.
     
  2. For used products, defects in materials or workmanship are covered for 1 year. Material refers to zippers, buckles and fabrics. Workmanship refers to seams, seam tape and construction.
     
  3. Damages due to wear and tears such as rips, tears, abrasion or UV degradation, misuse or neglect is not covered under our warranty policy but may be repairable for a fee.
     
  4. Skis, snowboards, crampons, axes and other sharp equipment will damage clothing and gloves if they come into direct contact with them. Rips, tears, burns and punctures can occur during normal use and while carrying your equipment, and are not covered under our warranty policy.
     
  5. Losses or damages (whether direct, indirect, special, consequential or otherwise) arising out of users’ knowledge upon using the products are not covered under our warranty policy.
     
  6. Users should obtain appropriate outdoor advice from taking related outdoor training courses for proper methods of using the products.
     
  7. All information we provide either at retail stores or website is for reference purposes only and is not legally binding.
     
  8. All products returned must be cleaned and subject to our approval.  All unclean products will not be accepted for inspection and repair.
     
  9. Products mentioned in warranty policy cover 1 year warranty.  Repair service is provided free of charge.  Those products not covered under warranty policy may be repairable for a fee.
     
  10. Warranty agreement does not cover the damage caused by misuse, negligence, accident, alteration, normal wear and tear; or the product not used in accordance with the user manual or out of warranty period, in which case, we will then advise you of the cost for repair or replacement. 
     
  11. One–month free warranty will apply to the repaired product. (Solely limited to the previous damages as mentioned but not damage caused by misuse, alteration, accident, negligence or improper care.)
     
  12. Any components of replacement will not be returned to you.
     
  13. We have no liability for any delay if we could not reach you due to your personal reasons. You are advised to provide a correct contact phone number.
     
  14. You are advised to pick up the repaired product within 1 month from the date of contact. We have no liability for any damages and losses of the repaired product if you are fail to pick it up within 3 months from the date of contact.
     
  15. Please keep the repair form properly. The holder of the repair form is entitled to pick up the repaired product and we will not be liable in respect of any unauthorized pick-up.
     
  16. We reserve all rights of final decision upon warranty and repair policy.
     
  17. The contents of the warranty and repair policy are subject to change without prior notice.

 

In case of discrepancies between the English and Chinese versions, the English version shall prevail.