Refund and Exchange Policy
Refunds or exchanges are authorized only upon validation in the following situations:
- The delivered product does not match the order placed
- The product is defective
- The product is deemed unusable
The customer has 30 days from the delivery date to contact our Customer Service Team at info@proluxarv.com to submit a refund or exchange request.
All requests must be supported by evidence (photos, detailed description, etc.) and are subject to approval by the Proluxa RV Support Team. No refund or exchange will be granted without prior validation.
Return policy
Due to the nature of our products, used or damaged items cannot be returned.
The customer is responsible for return shipping costs for any product shipped in accordance with the order and free from defect or damage.
To be eligible, the return must:
- Be made within 30 days of delivery
- Include an approved RMA number
- Be accompanied by the required documentation
Initial shipping fees and priority processing fees are non-refundable.
Any unauthorized return will be subject to administrative fees.
Order cancellation or modification
To ensure fast processing, orders cannot be canceled or modified once they have been processed by our warehouse.
If an address error is identified before processing, please contact our Customer Service Team immediately.
We are not responsible for lost or stolen packages due to incorrect addresses provided by the customer.
Defective items
A refund or replacement may be issued for a defective product upon validation.
The customer must contact Customer Service within 30 days of delivery and provide:
- The order number
- Photos of the received package
- Photos clearly showing the defect
Missing item (undershipment)
The customer has 30 days from delivery to report a missing item by providing:
- A photo of the package
- A photo of the packing slip
- A photo of the items received
Once validated, the missing item will be shipped at no additional cost.
Wrong product received
If the product received does not match the order placed, an exchange will be authorized upon validation.
The customer has 30 days from delivery to provide:
- A photo of the package
- A photo of the items received
- A photo of the packing slip
The situation will be corrected at no additional cost.
Damage claims
All products are inspected prior to shipment to ensure compliance and quality.
Any damage claim must be submitted within 7 days of delivery, including:
- Photos of the package
- Photos of the damaged items
- A photo of the packing slip
Proluxa RV is not responsible for damage that occurs during transit. A claim will be filed with the carrier, and no refund or replacement will be issued without proof and official validation.
Liability
The products sold on our website are DIY (Do-It-Yourself) products intended for personal use. Due to their nature, we cannot control their use, and our liability is limited to product replacement only.
Proluxa RV is not responsible for products purchased through distributors or third-party platforms other than proluxarv.com. No refunds, returns, or exchanges will be provided in such cases.
Proof of purchase through info@proluxarv.com (order number) is required for any request.
Clearance or discontinued items are non-refundable.
Missing product
We recommend inspecting the contents of your package and the packing slip upon delivery.
If an item is missing, please contact Customer Service within 14 days of delivery and provide:
- Your order number
- A photo of the packing slip
We will make every effort to ship the missing product as quickly as possible.
Contact
For any questions or requests, please contact our Support Team: