Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at CustomerService@prokitesusa.com. 

If your return is accepted, we will provide exact instructions on how to return your order. We can provide a return label or you can provide your own. The customer is responsible for return shipping costs. We will provide a return shipping quote to you for approval before moving forward with the return. The approved return shipping cost will be deducted from the return. Items sent back to us without first requesting a return will not be accepted.

The original shipping cost of the order will not be refunded, only the cost of any returned item(s) will be credited. 

You can always contact us for any return question at CustomerService@prokitesusa.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
All windsock poles, spinner poles, large flag poles & similar items are not returnable. 

Exchanges
We can absolutely facilitate the exchange of an unused and unopened item. 

To start an exchange, you can contact us at CustomerService@prokitesusa.com. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at CustomerService@prokitesusa.com.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.