How can I cancel an order?
Orders are transferred to the warehouse for fulfillment immediately after payment has been received and therefore it is imperative you contact us as soon as possible to cancel the order. Please be advised a 3.9% credit card fee will deducted from your refund. If the order has already been shipped, it is advisable to reject delivery at the attempted point of delivery and ask the delivery driver returns the package to sender. You will be responsible for any additionally incurred charges.
What is your return policy?
We want you to love your Pro Stringer, we can help you in many ways! If for any reason you are not satisfied with your Pro Stringer machine, you have 30 days to return it with a money-back guarantee as described below.
Returns are accepted 30 days from date of delivery as long as the items are kept in perfect condition. Please reach out to info@pro-stringer.com and our team will take care of you with the Return Material Authorization form filled (Press here to download, click on File and Download As)
You MUST include this form with the product that you ship back. We will waive the industry standard re-stocking fee. ONLY charging the card processing fees of 3.9% of the original amount AND shipping cost at 89$ USD.
It is required to declare product the returned parcel as (returned product, refund, gift or at zero value), this is to ensure smooth clearance for delivery. Any delay, incurred cost or liability will be deducted from the refundable amount.
Once your product has been received at our warehouse, it will take approximately 3-5 business days to process the refund as we evaluate the condition of your item and 2-3 business days to reflect in your original method of payment( PayPal, Credit/Debit Card). If the item is not kept in perfect condition, Pro Stringer reserves the right to issue a partial refund depending on the damage assessed or void the warranty of your purchase.
For any further questions, please reach out to us at info@pro-stringer.com and we’ll be happy to assist you!
What do I do if an order has arrived damaged?
We take great pride in delivering pristine products every time. We ask that you report issues with delivery within 24 hours of receipt. If the products are visibly damaged on receipt or any items are missing, pictures should be taken immediately in order for us to make a claim with the shipping provider. Please email these pictures to info@pro-stringer.com and we will follow up with you right away.
What should I do if a product is faulty?
You have 28 calendar days in which to inform us of any original fault. After this period, any applicable warranty commences. Products should be returned in their original packaging. Once we have verified the fault, we will issue a replacement. You should not return the product until you have received authorization.
What can I do if I received the wrong product ordered or missing?
In the extremely unlikely event that you receive the incorrect product(s) ordered or missing items please accept our apologies and kindly contact us at info@pro-stringer.com within 24 hours to inform us and we will resolve to an amicable resolution. In most cases, we will cover your return shipping and issue the correct product out within 3 working days or shipping cost of any missing items. At the request of Royal Mail and all couriers, you must not have any further contact with the box or products, in order to avoid the possibility of an accusation of tampering. Once you have informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the product is received at our warehouse, we will issue a full refund for the product to your original payment method. Shipping charges are non refundable and so as transaction fees.
What happened if I want to repair my machine past 1-year warranty?
Under rare circumstance or unfortunate mishap of damaging the machine. We will be able to assist with per-liminery diagnosis of the issue whether it can be resolved locally with our help. In the circumstance that requires sending the machine to our facility for repair, please contact info@pro-stringer.com for instructions. Please pre-fill the RMA form(Press here to download, click on File and Download As) in advance, thank you. Note that parcel sent for repair need to adhere to the declaring the parcel as (returned product, refund, gift or at zero value) in order to prevent unnecessary custom issues. Any charges occurs from the lack of doing so will incur in additional cost for the owner of the machine.
Please contact info@pro-stringer for additional questions or complicated questions!
