Return Policy Overview
Protract Services LLC strives to provide high-quality IT hardware and services.
We understand that sometimes returns are necessary, and we've established this policy
to ensure a fair and efficient process for all parties involved.
Important: All returns must be authorized through our RMA process.
Please contact us at
RMA@protract.co
before returning any items.
1. Hardware Returns
Eligibility for Returns
Hardware items may be returned under the following conditions:
- Item is defective or damaged upon arrival
- Wrong item was shipped (our error)
- Item is unopened and in original packaging (within 30 days of purchase)
- Item is covered under manufacturer warranty and requires replacement
Return Process
- Contact RMA: Email RMA@protract.co with your order number and reason for return
- Receive RMA Number: We'll provide you with a Return Merchandise Authorization (RMA) number
- Pack Item: Package the item securely in original packaging when possible
- Ship Item: Ship the item to our designated return address with the RMA number clearly visible
- Processing: We'll process your return within 5-7 business days of receipt
2. Software and Digital Products
Software licenses and digital products are generally non-returnable due to their nature.
However, we may consider refunds in the following circumstances:
- Software is incompatible with your system (must be reported within 48 hours)
- Duplicate purchase due to technical error
- Software is defective or non-functional
3. Services and Support
Service refunds are handled on a case-by-case basis:
- Consultation Services: Refundable if service hasn't been rendered
- Support Contracts: Non-refundable - All support contract sales are final
- Installation Services: Refundable if work hasn't commenced
4. Refund Processing
Refund Methods
- Original payment method (credit card, check, wire transfer)
- Store credit for future purchases
Processing Times
- Credit Card Refunds: 3-5 business days
- Check Refunds: 7-10 business days
- Wire Transfer Refunds: 5-7 business days
5. Return Shipping
Customer Responsibility: Return shipping costs are the responsibility of the customer,
unless the return is due to our error (wrong item, defective item, etc.).
Our Error: If the return is due to our error, we will provide a prepaid
shipping label or reimburse your shipping costs.
6. Restocking Fees
A restocking fee may apply to returns that are not due to defects or our error:
- Unopened Items: 15% restocking fee
- Opened Items: 25% restocking fee
- Custom Orders: No returns accepted unless defective
7. Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately at RMA@protract.co
- Provide photos of the damage if possible
- We'll arrange for replacement or refund at no cost to you
- You may be asked to return the damaged item for warranty processing
8. Warranty Items
Items under manufacturer warranty should be returned according to the warranty terms.
We can assist with warranty claims and returns for items purchased from us.
9. Contact Information
10. Policy Changes
Protract Services LLC reserves the right to modify this refund and return policy at any time.
Changes will be posted on this page with an updated "Last updated" date.
Continued use of our services after changes constitutes acceptance of the new policy.
Note: This policy applies to purchases made directly through Protract Services LLC.
Third-party purchases or purchases through other vendors may have different return policies.