At Pro Tools Store, we are committed to ensuring your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations, and we aim to make the returns and exchanges process as straightforward as possible. Please review this policy carefully to understand how to return or exchange items.
1. Eligibility for Returns and Exchanges
You may return or exchange most items within 15 days of receiving your order, provided they are in original condition, unused, and in their original packaging with all tags and accessories included. Some products may have specific return restrictions due to safety or hygiene reasons (see section 5).
2. Non-Returnable Products
Based on our product range and industry standards, the following items are non-returnable for hygiene or safety reasons:
- Cleaning supplies and treatments (e.g., chemicals, liquids)
- Electrical appliances (if used or opened)
- Items related to dust extraction or cleaning equipment that have been unsealed
If you have questions about a specific product, contact us at [email protected] before attempting a return.
3. How to Initiate a Return or Exchange
Follow these steps to request a return or exchange:
- Contact Us: Email us at [email protected] within 15 days of receipt. Include your order number, product details, and reason for return/exchange.
- Wait for Approval: We will respond within 2 business days with a return authorization number and instructions.
- Ship the Item: Package the item securely with the original packaging and include the authorization number. Ship it to:
Pro Tools Store Returns
90 City Rd
Dundee, GB DD4L 8LH
United Kingdom - Confirmation: Once we receive and inspect the item, we will notify you via email and process your refund or exchange.
4. Refund Process
After we approve your return:
- Refund Timeframe: Refunds are processed within 5-7 business days after we receive the item. The time it takes for the refund to appear in your account depends on your payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
- Refund Method: Refunds are issued to the original payment method. Shipping costs are non-refundable unless the return is due to our error (e.g., wrong item shipped).
5. Exchanges
For exchanges (e.g., size, color, or model change), follow the return process above. Once we receive the original item, we will ship the replacement product free of charge. Exchange shipping times match our standard delivery options (10-25 days depending on method).
6. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to a defect or error on our part. We recommend using a tracked shipping service for returns.
7. Template for Return/Exchange Request
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
Dear Pro Tools Store Team,
I would like to request a [return/exchange] for my order #[Your Order Number], purchased on [Purchase Date].
Product Details:
– Product Name: [Product Name] – Reason for Return/Exchange: [Please specify, e.g., defective, wrong size, etc.]
Please provide further instructions and a return authorization number.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number (optional)]
8. Questions?
If you have any questions about returns or exchanges, contact us at [email protected]. We’re here to help!