Refund policy

Return policy

In short

TL;DR

You have 30 days after receipt of the package to request a refund through our support service.

  

We will see if we can help you to resolve a potential problem and your insatisfaction.

 

Still doesn't match? We'll start the return process, with a choice of refund or credit note.

 

You are responsible for return shipping costs, unless you take a credit note.

 

After receiving the package, we check that everything is in accordance with our exchanges, and we proceed with the refund or create the credit note.

The right of withdrawal

You have the right to withdraw from this contract within 30 calendar days.

 

The withdrawal period will expire 30 calendar days after the day on which you or a third party indicated by you, other than the carrier, acquired physical possession of the goods.

 

To exercise the right of withdrawal, you must contact us via our support form. No refunds will be made without prior validation from our support service.

 

Although we will ask why (to improve ourselves and our products), you can do it without giving any reason. 

 

To comply with the withdrawal period, it is sufficient for the communication regarding the exercise by you of this right to be sent before the corresponding period expires.

 

We ask you to be active in the exchanges with our support department. If despite our reminders, you do not respond within 3 weeks, your request will be closed and you will have to re-open a new ticket. If the new ticket is opened later than 30 days after receipt, you will have lost your right of withdrawal.

The process

1. You contact us

Within 30 days of receiving the package, contact our support department, explaining your problem.

2. Can we help?

As soon as we receive your request, we try to solve your problem.

 

If we can help you, perfect! Enjoy your games and accessories. 

 

If not, continue the process.

3. Return process starts

If this is not possible and your request is legitimate in relation to our Terms and Conditions, your return is accepted.

4. Voucher or refund?

You choose between a voucher credit or a refund. 

 

With the refund, we deduce the price of the return label if you chose 

5. Return instruction

We send you return instructions.

 

For non-haptic products, you can return the product(s) by your own means. We will give you the address where to send the parcel. Or by using a return form provided by ProTubeVR.

 

For haptic products, 

 

6. You send the package

Unless you choose a credit voucher, you will be responsible for the return shipping costs, 

 

Either by paying the carrier directly, or by deducting the cost of the return slip provided from the final refund (this amount may vary depending on your location and will be indicated in the return instructions). 

7. Reception & control

We receive the package. 

 

After confirmation that the package is in the agreed condition following our exchange, we will refund you.

The refund

You can choose between a refund via the payment method you used when ordering, or a credit note in the form of a voucher.

 

For a credit voucher: If you choose to receive a voucher for use in our online store, no costs will be deducted (except in the case of damaged products), regardless of the return method you use. 

 

For a Refund: If you prefer to be reimbursed and have chosen to return the product(s) using a delivery note provided by ProTubeVR, the price of the latter will be deducted from the final reimbursement.

 

The voucher/refund is made when we receive the package.

 

We compare the photo you sent with your initial request and the products we receive. Depending on the condition of the product, the price of the product is fully or partially refunded. 

 

We do not reimburse the following costs as they are outside of PROTUBEVR:

  • Shipping costs.
  • Customs fees.
CONTACT OUR SUPPORT

The red tape

  • Customer Service
  • Shipping policy
  • Taxes and duties
  • Refund policy
  • Warranty policy
  • Privacy policy
  • Cookie policy

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