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Proacteye Cancellation, Return, and Refund Policy

Effective Date: May 29, 2024
At Proacteye, we understand that circumstances may change, and you may need to modify or cancel your order. However, due to the nature of our medical devices and the customization involved in certain orders, we have established the following Cancellation, Return, and Refund Policy:

1. Order Cancellation

  • 1.1 No Cancellation After Confirmation: We regret that we cannot accommodate order cancellations once your order has been confirmed and processing has begun. This is due to the immediate initiation of the order fulfillment process, which may include tailoring the device to your specific requirements or allocating resources that are difficult to reallocate.
  • 1.2 Contact Us for Assistance: If you have any concerns or questions about your order before it is confirmed, please contact our customer support team as soon as possible. We will do our best to assist you, but we cannot guarantee that cancellation will be possible.

2. Product Returns

  • 2.1 No Returns for Non-Faulty Products: Given the sensitive nature of medical devices and the importance of maintaining hygiene and safety standards, we cannot accept returns of non-faulty products. This policy ensures the integrity and safety of our devices for all customers.
  • 2.2 Exceptions for Faulty Products: In the event that you receive a faulty or defective product, we will gladly accept a return and provide a resolution. Please refer to Section 3 for details on our refund policy for faulty products.

3. Refunds

  • 3.1 No Refunds for Non-Faulty Products: As mentioned above, we do not offer refunds for non-faulty products. We encourage you to carefully review your order before confirming your purchase to ensure it meets your needs and specifications.
  • 3.2 100% Refund for Faulty Products: We are committed to customer satisfaction and stand behind the quality of our medical devices. If you receive a product that is faulty or defective, we will provide a 100% refund upon verification of the fault.
  • 3.3 Refund Process for Faulty Products: To initiate a refund for a faulty product, please follow these steps:
    • a. Contact Customer Support: Notify our customer support team within [Number] days of receiving the faulty product. You can reach us through our website’s contact form, email at [Your Email Address], or phone at [Your Phone Number].
    • b. Provide Details: Provide a detailed description of the fault or defect, including any relevant photographs or videos.
    • c. Return the Product (If Requested): We may request that you return the faulty product to us for inspection and verification. In such cases, we will provide you with a return shipping label and instructions.
    • d. Refund Processing: Upon receiving and verifying the fault, we will initiate a full refund to your original payment method. Please allow [Number] business days for the refund to be processed.
  • 3.4 Exceptions to the Refund Policy: Please note that our refund policy for faulty products does not cover damage caused by misuse, neglect, unauthorized repairs, or normal wear and tear.

4. Exchanges

  • 4.1 No Exchanges: Currently, we do not offer direct exchanges for products. If you wish to exchange a product, you would need to return the original item (following the refund process for faulty products) and place a new order for the desired item.

5. Additional Notes

  • This policy applies only to products purchased directly from Proacteye. If you purchased your product from an authorized retailer, please refer to their respective return and refund policies.
  • We reserve the right to modify this Cancellation, Return, and Refund Policy at any time. Any changes will be effective immediately upon posting on our website.
We appreciate your understanding of our policies. Our goal is to provide you with high-quality medical devices and excellent customer service. If you have any questions or concerns, please do not hesitate to contact us.