Refund Policy

Last updated: September 30, 2025

Pre-Order / Group Buy Items

Some of our products are made-to-order and are considered pre-order purchases. We strive to provide the best service, so we do offer a cancellation and refund policy under certain conditions.

  • Order Cancellation: You may cancel your order and receive a full refund if the order has not yet shipped. Please contact us immediately to request cancellation. Once the order has been shipped, cancellations are no longer possible.
  • Returns and Refunds After Shipment: If your order has already shipped and you wish to cancel, you will need to return the item. Please follow our return process, and once we receive the returned product in its original condition, we will issue a refund. Return shipping costs are the responsibility of the customer.
  • Defective or Damaged Items: If your pre-order arrives defective, damaged, or incorrect, please contact us immediately. We will work with you to resolve the issue, which may include sending a replacement or issuing a refund.
  • Product Modifications: If you have modified the product in any way, it cannot be returned or refunded.

In-Stock Items

For items that are in stock (not pre-orders), returns, exchanges, or part replacements may be available within 30 days of purchase if the product has a major defect or failure. Minor imperfections do not qualify.

What counts as a major defect:

  • Significant scratches or dents on the exterior
  • Broken components
  • Non-functioning or “dead” PCBs
  • Wrong item received
  • Other defects along these lines

What counts as a minor defect:

  • Small machining marks
  • Light oil residue on PCBs
  • Minor hook/tooling marks
  • Other defects along these lines

Exceptions / Non-Returnable Items

Some items cannot be returned, including:

  • Custom or personalized products
  • Special orders
  • Sale or clearance items
  • Gift cards

If you have questions about whether your item qualifies, contact us before starting a return.

Exchanges

If you would like to exchange an item, the fastest way is to return the original item (once approved) and place a new order.

  • You are responsible for return shipping costs.
  • We cannot guarantee receipt of returned items.
  • We recommend using tracked and insured shipping for your protection.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, your refund will be issued back to your original payment method. Please note it may take time for your bank or credit card company to process the refund after it has been issued.

Customer Support

If you need assistance:

  • Discord: Open a ticket in the help-ticket channel on our Discord server. If you don’t already have an account, you can join using our invitation link.
  • Email: Contact us directly at business@protadesigns.com.