Protech Kit Zone – Return, Refund & Exchange Policy
We truly appreciate your support and trust in shopping with us. Please read the following policy carefully, as it outlines our terms regarding returns, refunds, and exchanges.
1. General Return Policy (Excluding Damaged/Faulty Items)
We do not accept returns for reasons such as change of mind, incorrect sizing, or customer error. Returns are only accepted if the item received is damaged or faulty.
If you receive a damaged or defective product, please report the issue to us within 3 working days from the date of receipt by emailing customerservice@protechkitzone.com. The email must include:
- Your order number
- Description of the defect
- At least 3 clear photos showing the defective area(s)
2. Refund Options (Damaged/Faulty/Out-of-Stock Items Only)
Upon review and approval, we offer the following options:
- Option 1: Refund via Protech Kit Zone store credit*
- Option 2: Refund to your original payment method**
* Store Credit Policy: All store credits are valid for future purchases on our platform and are non-transferable.
** We are not responsible for any currency exchange rate differences or service charges imposed by your bank or payment provider during the refund process.
3. Cancellation Policy
All sales are final once an order is placed. We do not accept cancellations under any circumstances, including:
- Change of mind
- Incorrect size or item selection
- Delayed delivery due to courier or customs
- Duplicate orders placed by mistake
We strongly encourage customers to carefully review their cart, item details, sizes, and shipping information before completing checkout.
If an error is noticed after placing the order, please contact our team immediately. While we will do our best to assist, we cannot guarantee any changes or cancellations once the order has been processed or dispatched.
4. Exchange & Return Conditions (Only for Damaged or Faulty Items)
To qualify for return:
- Items must be in original condition, unworn, with all tags and packaging intact.
- Return shipping must be via recorded delivery, and we are not responsible for loss or damage during return transit.
- Shipping costs are to be borne by the customer.
- Shipping fees are strictly non-refundable.
- Return must be made within 7 days of receipt (upon approval).
Protech Kit Zone reserves the right to:
- Replace the item with a new piece
- Issue store credit*
- Refund to original payment method**
⚠️ Items explicitly marked as non-returnable on our website are not eligible for return or exchange.
* Store Credit Policy: All store credits are valid for future purchases on our platform and are non-transferable.
** We are not responsible for any currency exchange rate differences or service charges imposed by your bank or payment provider during the refund process.
5. Refusal at Delivery
1. Customer Responsibility
By placing an order, the customer agrees to accept delivery of the parcel. Refusal to accept a delivery without valid reason may result in the following:
- No refund or replacement will be provided.
- The customer will bear all shipping and return costs.
- Any promotional vouchers used will be forfeited.
2. Valid Reasons for Refusal
- Customers may only refuse delivery in the following situations:
- The parcel is visibly damaged or tampered with.
- The wrong item was sent (e.g. different product, size, or color). In such cases, photos must be taken immediately and submitted to us within 24 hours for review.
3. Failed Delivery Attempts
- If delivery fails due to refusal or unavailability of the recipient, and the parcel is returned to us, we may:
- Charge a re-delivery fee if you wish to resend the item.
- Deduct applicable shipping/handling charges before processing any eligible refund (subject to our return policy).
4.Refusal at Delivery & Customs Clearance
4.1 Customer Responsibility
By placing an order, the customer agrees to accept delivery and handle any customs or import duties applicable in their country. Refusal to accept a parcel for any reason, including customs charges, will be treated as a non-refundable event.
4.2 No Refund for Customs Refusal
If the customer refuses to pay customs, taxes, or import duties and the parcel is rejected, no refund will be issued under any circumstances.
4.3 Other Refusal Cases
If delivery is refused due to reasons unrelated to customs (e.g., incorrect address, change of mind), the customer will:
- Bear all shipping and return charges.
- Not be eligible for a refund unless the refusal is due to verified product defect or shipping error.
4.4 Abandoned Parcels
If the parcel is held or abandoned by customs or the courier due to non-response or refusal by the customer, the order is considered forfeited and non-refundable.
6. Personalized Items Policy
All personalized items are strictly non-cancellable, non-refundable, and non-exchangeable, regardless of reason. This includes but is not limited to:
- Player names and numbers
- Custom name/number printing
- Sponsor logos or sleeve patches
- Limited edition or exclusive personalization options
Once an order is placed with any form of customization, it enters our production queue immediately, and materials are allocated specifically for your request. As such, no changes, modifications, or cancellations can be made once the order is confirmed.
By placing a personalized order, you acknowledge and agree to the terms of our PERSONALIZATION POLICY, which includes:
- Carefully reviewing the spelling, number, or design requested before finalizing your order
- Understanding that personalized items may take additional processing time
- Accepting that personalized shirts may not always match official player issue styles in font or positioning (especially for past-season or retro shirts)
⚠️ We will not be held responsible for errors submitted by the customer, including typos, incorrect player numbers, or misinterpretation of custom requests.
Defective personalization (e.g., peeling or misprint due to our error) may be eligible for resolution—please contact us with photos within 7 days of receipt.
7. Pre-Order / Special Order Policy
All pre-order and special-order items are final sale. Once an order is placed, no cancellations, changes, or exchanges are allowed, regardless of circumstances.
This applies to:
- Items marked as “Pre-Order” or “Special Order” on our website or in our communication
- Items that are not readily available in stock and require sourcing or production on demand
- Items ordered specifically at the customer’s request, including rare or limited-edition merchandise
By placing a pre-order or special order, you agree to the following terms:
- Estimated delivery dates are based on supplier information and subject to change due to production schedules, shipping delays, customs clearance, or supplier decisions.
- Orders will be fulfilled as soon as the items arrive. We will notify you of any major delays beyond the expected timeframe.
- Refunds will not be issued for delays that are beyond our control, including manufacturer or courier-related issues.
- If the supplier cancels or fails to deliver the item, a full refund or store credit will be provided.
⚠️ Please ensure you are committed to the purchase before placing a pre-order or special order. These items are brought in specifically for you and cannot be resold or restocked easily.
8. Warranty Terms
Our warranty policy covers manufacturer defects only, under conditions of normal and intended use.✅ Covered under warranty:
- Manufacturing defects such as faulty stitching, misaligned logos, or material issues that occur without misuse
- Defective prints or patches applied by Protech Kit Zone under standard processing conditions
- Structural damage (e.g., tearing at seams) not caused by customer actions
❌ Not covered under warranty:
- Damage due to misuse, mishandling, or improper care (e.g., washing machine damage, ironing on print, exposure to heat or bleach)
- General wear and tear from usage over time
- Sizing issues after use
- Any damage or fading resulting from customer-applied treatments, external printing, or alterations
- Personalized items (e.g. custom name/number printing, sponsor logos, patches) are strictly excluded from warranty claims
Claim Procedure:
- Warranty claims must be submitted within 7 days of receiving the item.
- Clear photos and a written description of the issue must be provided.
- Our team will assess the claim and respond within a reasonable timeframe.
- Replace the item (subject to stock availability)
- Issue store credit
- Offer a repair or alternative solution
9. Delivery Damage Disclaimer
Protech Kit Zone is not responsible for any damage, loss, or delay incurred during the return shipping process.
Customers are strongly advised to:
- Use secure and protective packaging when returning any items
- Ship returns via a reliable courier service with tracking and delivery confirmation
- Purchase return shipping insurance for added protection, especially for high-value items
Any items returned to us in damaged, incomplete, or unsellable condition due to inadequate packaging or shipping mishandling may result in rejection of the return or a partial refund at our sole discretion.
⚠️ Please note: If the item is damaged during return transit, it will be the customer’s responsibility to file a claim with the courier or shipping provider.
10. Clearance / Discounted Items / Coupon & Voucher Terms
All items purchased during clearance events, discount promotions, special campaigns, or seasonal sales are considered final sale.
⚠️ The following terms apply:
-
Strictly no cancellations, returns, or exchanges are allowed for promotional items, regardless of reason.
-
Items purchased under these conditions are not entitled to any warranty, return, or exchange, even in the case of minor defects, damages, or dissatisfaction.
-
This policy applies to:
- Clearance sales
- Flash sales or sitewide promotions
- Special discount codes or bundle offers
- Holiday or event-specific campaigns (e.g. Black Friday, Year-End Sale)
🧾 Coupon & Voucher Usage:
- Coupon/voucher codes are valid for one-time use only and cannot be reused or combined.
- In the case of exchanges involving a voucher- or coupon-applied item, the original discounted price will no longer apply.
- Any exchange will follow the original listed price, and the customer must bear any price differences.
- If the item is no longer on promotion at the time of exchange, the current selling price will apply.
11. Out-of-Stock Policy
We strive to maintain accurate stock levels; however, due to high demand or inventory discrepancies, items may occasionally be unavailable after an order is placed.
🕒 Regular Periods:
- If an item in your order is out of stock, we will notify you via email with replacement or alternative suggestions.
- If no response is received within 3 calendar days, we reserve the right to:
- Issue store credit for the unavailable item(s) to your registered account
- Proceed with shipping the remaining available items
🔥 Promotion Periods (e.g. Seasonal Sales, Special Promotions, Clearance Events):
- Due to high order volume and fast-moving inventory, we will not notify customers individually if an item is out of stock.
- In such cases:
- Store credit will be issued automatically to the customer's registered account for the out-of-stock item(s)
- The remaining available items in the order will be shipped without delay
⚠️ Notes:
- Store credits issued under this policy are non-transferable and can be used for future purchases.
- Refunds to original payment methods will not be offered for out-of-stock items during promotion periods.
- We recommend placing your order early during peak sale events to avoid disappointment.
For further inquiries, feel free to contact our customer support team at customerservice@protechkitzone.com. We're here to assist you within the scope of this policy.