All items supplied are carefully packed before shipment, so that each package leaving our facility is protected for transport.

If you wish to return an item for any reason, you should know that you legally have 14 calendar days to request and make the return. To do this, you must inform us of your intention to return the product within seven days of receiving the package.

Any claim after the indicated period will not be admitted, understanding that the responsibility lies with the client.

In relation to transport costs, if the return is purely due to the right of withdrawal, and not to a lack of conformity or failure of the product, the user must bear the cost of the return costs of the same.

For this reason, the customer must proceed with the return once Prointer has been informed of it and the cost related to the return shipping has been indicated, which will depend on the weight and size of the package.

Reasons for making a return

The return of an item can be given according to the following cases:

Defective product at reception

If at the time of opening the package you detect that the product is defective or has a manufacturing defect, you must notify it as soon as possible to proceed with the product exchange or its payment. Returns will not be accepted on products that have been removed from their packaging and handled and that for this reason have external or internal defects.

In case the original packaging of the product is defective or not available, the return will not be accepted.

For electronic products such as frequency inverters or soft starters, we reserve the right to return the product if it has cosmetic defects due to poor installation or an internal error due to misuse and/or programming.

For more information, check out our warranty page.

Product damaged in transport

If at the time of delivery you detect a bump or deformation in the package, you must reflect it on the delivery note of the transport agency.

It is mandatory to reflect this type of damage on the delivery note. Otherwise, the customer is giving his consent to the good condition of the packaging and therefore of the product, at the time of delivery.

The customer has the right not to accept receipt of the package, which will arrive back to us and we will proceed to supply a new one.

In case of receiving the package, if you notice that the product has been affected by a blow or deformation of the packaging, you must inform us as soon as possible to proceed with the return or exchange. It is very helpful to us to provide graphic documentation of the condition of the package upon receipt.

Incorrect item

If you receive a product that does not match the order placed, you must contact us as soon as possible so that we can collect the wrong item and supply the correct one.

In the event that the refund is due to another reason not described above, it is necessary to inform Prointer. The products supplied must be returned in the original conditions and packaging.

In the event that the item to be returned belongs to a past or current promotion, it will be necessary to return all the products that make up the order in full.

Procedure for requesting the return of a product

To be able to process a return of a product, follow the steps below. This will allow us to manage it as soon as possible:

1. Send us your wish to make the return, as well as the reason for it. Any additional documents or information about it will be of great help to us. You also need to provide us with your order number or invoice number.
2. Once the return has been accepted, we will contact you to manage it. We will process the collection and/or delivery of the new item with the transport agency.
3. If a refund is necessary, we will contact you so that you can tell us how you want to receive the refund.

Non-returnable items

Under no circumstances will the amount of a service applied to a product be refunded, such as the parameterization of a frequency inverter or the assembly of a product in a box or panel.

For more information about the return policy, you can contact us through our email or telephone.