Returns & Refund
Returns & Refund
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). You can submit a claim if you received a incorrect or defective item no later than 2 days after the item is received.
To be eligible for a refund or replacement, your item must be unused and in the same condition that you received it. Our refund and replacement policy are eligible only for incorrect and/or defective item(s). We cannot accept any claims if it is a result of item type or model that was mistakenly chosen by purchaser.
To file your claim, send us an email at Contact Us. We require at least a photograph of the item and the receipt or proof of purchase to complete your claim. Once your claim is received and inspected, we will send you an email notification of the approval or rejection of your claim.
We cannot guarantee reshipment for lost item due to incorrect address provided by purchaser. We strongly encourage you to carefully check your order details and shipping address on your cart before making any payment.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
If the customer want to exchange or refund items. The customer shall pay for the shipping fees forth and back and pay for extra handling fee of 3USD per piece.
Customer may return the package to the designated shipping address, only if the customer service staff has authorized the return. We will provide a refund as long as we receive the return package; and the customer should provide all relevant tracking information.
Customers shall only return by post office or registered mail, in case of tax and duty in Indonesia. Any tax is charged, customers pay for it.
We offer full refund on any items that are found to be faulty or damaged due to our fault. Damage caused because of the fault of the third party or customer's own fault cannot apply for refund. Shipping fee is not refundable.
We offer a refund within 3 days of receiving your return goods. The refund is about 60% of full payment customers sent. The rest money is for shipping fee when we sent items. The first step in the refund process is to contact our Customer Service.
CANCELING ORDERS (BEFORE DELIVERY)
All orders canceled within 12 hours of purchase will be eligible for a full refund.
All orders canceled after 12 hours will be eligible for a refund deducting a fee of $3/piece.
EXCHANGING ORDERS (BEFORE DELIVERY)
For the products that are made to order, we can’t make changes to orders that have been finalized and shipped.
If your order has shipped, not to worry. You can still contact us. We’ll cancel your existing order and issue you a voucher for a replacement with the right changes..
Accidently send your Prologcase order to the wrong address?
Don’t panic. You can contact us as soon as possible before shipping, and we’ll do our best to make the changes before your order ships.
If your order has already shipped, we will send a replacement order after the item is returned, you may have to pay for the extra freight
Please note: Because your address determines where your order is made, we can’t change your delivery country