Refund policy

Return & Refund Policy

At Prouke, we want you to be satisfied with your purchase. This Return & Refund Policy explains when products purchased through our online store may be returned and how refunds are handled.

1. Return Eligibility

To be eligible for a return, the product must generally be returned in its original condition, with all included accessories, cables, remote controls, manuals, packaging, and other components supplied with the product.

Products should be handled with reasonable care while you are deciding whether to keep them. We may assess the condition of returned products before approving a refund or other remedy.

2. Damaged or Defective Products

If your order arrives damaged, defective, incomplete, or materially different from the product you ordered, please contact us as soon as possible at support@maksagni12.eu.

We may request photographs, videos, order information, or other reasonable information necessary to assess the issue.

Where a product is confirmed to be defective or otherwise does not conform to the applicable consumer protection requirements, we will provide the remedy required by applicable law.

3. Change-of-Mind Returns

Where applicable law gives you a statutory right to withdraw from an online purchase, you may exercise that right within the applicable statutory period and in accordance with the applicable legal requirements.

For consumers in the European Economic Area, the statutory right of withdrawal is generally 14 days for distance sales of goods, subject to applicable exceptions. The withdrawal period for goods generally begins when the consumer or a designated third party receives the goods.

4. Return Shipping

Unless applicable law requires otherwise, the customer is responsible for the direct cost of returning a product when exercising a change-of-mind return.

If the product is defective, damaged upon arrival, incorrect, or otherwise covered by a remedy under applicable law, Prouke will handle return costs in accordance with the applicable legal requirements.

5. Refunds

Once an eligible return has been received and assessed, we will process the applicable refund using the original payment method unless otherwise required or agreed.

The time required for the refund to appear in your account may depend on your payment provider or financial institution.

6. Refund Amount

Where a statutory withdrawal right applies, refunds will be provided in accordance with applicable law. This may include the standard delivery charges paid for the order, while additional costs resulting from a more expensive delivery method selected by the customer may be excluded where permitted by law.

7. Non-Returnable Situations

Nothing in this policy limits any mandatory consumer rights. Certain products or situations may be excluded from a statutory right of withdrawal where an applicable legal exception exists.

8. How to Request a Return

To request a return or refund, contact:

Prouke
Email: support@prouke12.eu

Please include your order number and a brief description of the reason for your request.

9. Statutory Consumer Rights

This policy does not exclude, restrict, or replace any consumer rights that cannot legally be excluded or restricted. If mandatory consumer protection legislation gives you additional rights, those rights remain applicable.