Return and Refund Policy

Return and Refund Policy

Our Commitment to Customer Satisfaction

At Proftech Power System, we stand behind the quality of our products solutions We understand that professional  require reliable products, and we’re committed to ensuring your complete satisfaction with every purchase. This policy outlines our comprehensive return and refund procedures for all products sold through our channels.

Return Eligibility Requirements

Standard Return Period

• New Products: 30 days from delivery date for unused items in original packaging
• Defective Products: 12 months warranty period for manufacturing defects
• Special Orders: Custom or special-ordered items may have different return terms

Condition Requirements

Products eligible for return must meet the following criteria:

• Items remain in original, unopened packaging with all accessories and documentation
• Products show no signs of installation, use, or physical damage
• All original labels, barcodes, and identification tags remain intact
• Return authorization number obtained prior to shipment

Return Process Procedures

Step 1: Contact Our Support Team

Before returning any product, contact our customer service team:

• Phone: 254703785219
• Email: info@proftech.co.ke
• Business Hours: 0800hr-1600hr

Step 2: Obtain Return Authorization

Our team will provide you with:

• Return Merchandise Authorization (RMA) number
• Specific return shipping instructions
• Prepaid return label (if applicable)
• Expected processing timeline

Step 3: Package and Ship

• Securely package items in original packaging when possible
• Include RMA number prominently on the outside of the package
• Include copy of original purchase receipt or invoice
• Use provided return label or approved shipping method

Refund Processing Guidelines

Processing Timeline

• Inspection Period: 3-5 business days after item receipt
• Refund Processing: 5-7 business days after approval
• Credit Card Refunds: 7-10 business days (depending on bank processing)
• Bank Transfer Refunds: 3-5 business days

Refund Methods

Refunds will be processed using the same payment method as the original purchase:

• Credit card purchases: Credited to original card
• Bank transfers: Returned to originating account
• Cash purchases: Store credit or check issued
• Account purchases: Credit applied to customer account

Special Product Categories

Technical Equipment Returns

Security Systems, Access Control, Time Attendance Equipment:

• 30-day return period for unopened items
• Software license returns subject to manufacturer policies
• Configuration or programming fees may apply for returned configured systems

Electrical Components

Contactors, Switches, Circuit Breakers:

• Returns accepted only in original manufacturer packaging
• Electrical testing may be required before refund approval
• Custom voltage or specialized items may incur restocking fees

Power Systems

UPS Systems, Batteries, Power Supplies:

• Battery products subject to manufacturer warranty terms
• Heavy equipment returns may require freight coordination
• Installation or activation may void return eligibility

Non-Returnable Items

The following items cannot be returned due to safety, hygiene, or technical reasons:

• Products damaged by customer misuse or installation attempts
• Items missing original packaging, manuals, or accessories
• Custom-configured or programmed equipment
• Products with broken seals on safety-critical components
• Items purchased more than 30 days ago (except warranty claims)
• Consumable items such as batteries after activation

Restocking Fees

Certain returns may be subject to restocking fees:

• Standard Returns: No restocking fee for unopened items
• Opened Electronic Items: 15% restocking fee
• Custom Orders: 25% restocking fee
• Large Equipment: Actual return shipping costs

Restocking fees will be clearly communicated before return authorization approval.

Warranty and Defective Product Claims

Manufacturing Defects

Products with manufacturing defects receive priority processing:

• Full refund or replacement at customer choice
• No restocking fees for verified defective items
• Return shipping costs covered by Proftech Power System
• Extended warranty consideration for replacement items

Warranty Claims Process

For products under manufacturer warranty:

• Contact our warranty support team for initial assessment
• Provide purchase date, product serial numbers, and defect description
• Follow manufacturer-specific warranty procedures when required
• Receive status updates throughout the warranty claim process

Damaged Shipment Policy

Delivery Damage

If you receive damaged products:

• Document damage with photographs before opening packages
• Contact us within 48 hours of delivery
• Retain all packaging materials for inspection
• Do not attempt to use or install damaged products

Shipping Carrier Claims

For shipping-related damage:

• We will coordinate directly with shipping carriers
• Replacement products shipped immediately when possible
• No cost to customer for carrier-related damage
• Full refund if replacement is not available

Customer Support and Communication

Dedicated Support Team

Our customer service team provides comprehensive assistance:

• Product return guidance and technical support
• RMA processing and shipment tracking
• Refund status updates and payment coordination
• Warranty claim assistance and manufacturer liaison

Communication Preferences

We will communicate with you through your preferred method:

• Email updates for processing status changes
• Phone calls for complex issues requiring discussion
• Written documentation for warranty and return records
• Online portal access for order and return tracking

International Returns

International Customers

Special procedures apply for international returns:

• Customer responsible for return shipping costs unless defective
• Customs documentation required for return processing
• Extended processing times due to international shipping
• Currency conversion may affect refund amounts

Policy Updates and Changes

Notification of Changes

We reserve the right to update this policy with proper notification:

• Email notification to registered customers
• Website posting of policy changes
• 30-day advance notice for significant policy modifications
• Grandfathering of existing orders under previous policy terms

Contact Information

For questions about returns, refunds, or this policy:

Proftech Power System Customer Service

• Phone: 254703785219
• Email: info@proftech.co.ke
• Website: https://www.proftech.co.ke
• Business Hours: 0800hr-1600hr

This policy is designed to ensure fair treatment for all customers while maintaining the integrity of our professional  products and Solutions. We appreciate your business and look forward to serving your solutions needs.