Customer Return Policy
Customers may return most new, unopened items within 4 days of delivery for a full exchange. Damaged or used merchandise cannot be accepted for return or exchange. Determining if the merchandise is damaged is at our sole discretion. If you are unsure you want to keep your device we strongly recommend to only use it indoors and above carpet.
If a customer needs to return an item, the customer should email support@ProteusLED.com with the 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 applicable. For more information, please check our 2-Year Warranty Coverage Plan.
If the customer is requesting an exchange due to damage caused by the user or during shipping, how Proteus processes this return will be handled on a case by case basis and that the decision to return, exchange or dismiss the claim is at the sole discretion of Proteus.
Items accepted back by Proteus will be refunded to the original payment source (credit/debit card/PayPal). You will be refunded the purchase price of the item. Shipping is non-refundable. If the request permits a monetary refund, customers should expect to receive a refund within four weeks of the arrival of your package at Proteus Designs, however, in many cases they will receive a refund more quickly. This time period includes 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). The value of any missing or damaged items, including accessories, batteries, battery chargers, or packaging, will be deducted from the total amount of the refund.
We can ship to virtually any address in the world but please note that most domestic deliveries involving one or more set of batteries will be sent by ground. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
We provide a $20 flat 2-3 day domestic express shipping rate for all of our devices with a reduced rate for accessories weighing 1 lbs and under. Once your order has been prepared and is ready to ship, we will provide tracking information along where you will be able to find an estimated delivery date via email.
Our typical lead time is 3-6 days but this may vary based on the availability of your items. On request, we can provide an estimated delivery date via email but our lead time before shipping may be as long as two to four weeks during times of high demand.
If you would like your order to be expedited or arrive before a certain date, let us know at Support@ProteusLED.com and we'll do what we can to help!