ProTubeVR | Refund policy

Return policy

In short

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 30 days from receipt of the parcel to request a refund from our Customer Service department. After these 30 days, we do not accept returns or refunds. But don't worry! The date on which the return is taken into account is the date of your request to our Customer Service department.

It is possible to make a partial return if you found certain items more suitable for you than others, even if they are part of the same order.

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 your exchanges with our customer agents. If you do not respond within 3 weeks, your request will be closed and you will have to re-open a new ticket. Reminders will be sent via email. If the new ticket is opened more than 30 days from the delivery date, you will have lost your right of withdrawal.

The process

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

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

You choose between a refund or a credit note in the form of a purchase voucher

With the refund, we deduce the price of the return label.

We send you return instructions.

A DHL transport label will be provided to you automatically, to ensure smooth delivery in terms of product handling and speed of delivery.

Unless you choose to receive a credit note, the return costs will be at your expense and deducted from the final refund (this sum may vary depending on your location and will be indicated in the return instructions).

You send the parcel with the DHL label.

We receive the package.

After confirming that the parcel is in the agreed condition following your discussions with Customer Service, we will refund you the agreed amount or provide you with the credit note.

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 non-nominative purchase voucher.

Credit note: If you choose to receive a voucher for use in our online shop, no costs will be deducted (except in the case of excessively damaged products).
Refund: If you prefer to be refunded, the price of the return label provided will be deducted from the final refund.

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.

Refund policy

Return policy

In short

The right of withdrawal

The process

The refund

The red tape

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