1. Overview

At PROTEC Recovery, we want you to be completely satisfied with your purchase. If you're not happy, we offer a straightforward returns process.

• 30-day return window for most products
• Free returns within the UK
• Full refund for products returned in original condition

2. Return Eligibility

2.1 Eligible for Return (30-Day Money-Back Guarantee)

• Unopened, unused, in original packaging — Yes
• Opened but unused/undamaged — Yes
• Used but in like-new condition — Yes
• Minor cosmetic damage (your fault) — No
• Significantly used or damaged — No
• Missing parts or accessories — No

2.2 Return Window by Region

• United Kingdom: 30 days from delivery. Free returns.
• European Union: 30 days from delivery. Customer pays return shipping.
• GCC Countries: 30 days from delivery. Customer pays return shipping.

2.3 Non-Returnable Items

The following items cannot be returned unless faulty:

• Hygiene-sealed items once opened
• Personalised or custom products
• Products damaged by misuse

3. How to Return

Step 1: Contact us within 30 days of receiving your order at support@protecrecovery.com with your order number, the product(s) you wish to return, and the reason for return.

Step 2: We will respond within 2 business days with a return authorisation number, return shipping instructions, and a return shipping label (UK customers).

Step 3: Pack your return using original packaging if possible. Include all accessories, manuals, and parts. Attach the return label securely.

Step 4: Ship your return. UK customers use the prepaid return label provided. EU/GCC customers ship using a tracked service at their own cost and retain proof of postage.

Step 5: Once we receive and inspect your return, your refund will be processed within 5–7 business days to your original payment method. You will receive an email confirmation.

4. Refunds

4.1 What's Refunded

• Product price — Yes
• Original delivery charge (standard) — Yes (if returning full order)
• Express delivery upgrade — No
• Return shipping (EU/GCC) — No

4.2 Partial Returns

If returning only part of your order, the original delivery charge is not refunded. Only returned items are refunded.

4.3 Refund Timeframes

• Return received to inspection: 2–3 business days
• Refund processing: 2–3 business days
• Bank processing: 3–5 business days
• Total: 7–14 business days

5. Exchanges

We do not offer direct exchanges. To exchange a product, return the original item for a refund and place a new order for the desired item. This ensures the fastest service.

6. Faulty or Damaged Products

6.1 Damaged on Arrival

If your product arrives damaged, contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or refund.

6.2 Faulty Products

• Within 30 days: Full refund or replacement (your choice)
• 30 days – 6 months: Presumed faulty — replacement or refund
• 6 months – warranty period: May require fault verification

See our Warranty Policy for full details.

6.3 How to Report

Email support@protecrecovery.com with your order number, a description of the fault, and photos or videos demonstrating the issue.

7. Product-Specific Return Information

• PROBOOTS 2: Must include all attachments, control units, and cables
• PROGUN nano: Must include all attachment heads and carry case
• PROCHARGE Tremor: No special conditions
• CryoLink H/V: Must be drained, cleaned, all parts included. Contact us before returning.
• AtmosChamber (all models): Contact us before returning. We will arrange collection.

For large items (chambers, plunges), collection fees may apply for non-faulty returns.

8. Return Shipping Costs

• Change of mind (UK) — PROTEC Recovery pays
• Change of mind (EU/GCC) — Customer pays
• Faulty product (all regions) — PROTEC Recovery pays
• Wrong item sent — PROTEC Recovery pays
• Large item collection (non-faulty) — Customer pays

9. Refund Exceptions

We reserve the right to refuse refunds or offer partial refunds if the product shows excessive use, is not in resalable condition, the return is outside the 30-day window, or the product has been modified.

10. Your Statutory Rights

UK Customers

Under the Consumer Rights Act 2015, you have additional rights including a 30-day right to reject faulty goods, right to repair or replacement within 6 months, and right to partial refund after 6 months.

EU Customers

Under EU consumer law, you have a 14-day cooling-off period (distance selling) and a 2-year guarantee on goods.

These statutory rights are in addition to our returns policy.

11. Contact Us

For returns queries:

• Email: support@protecrecovery.com
• Hours: Monday–Friday, 8:30am–6:00pm

Protec Technologies Limited, trading as PROTEC Recovery.