Refund Policy

Last Updated: June 21, 2025

1. Overview

At Proetix (James Olguin), your satisfaction matters. This Refund Policy explains your options for order exchanges, cancellations, and refunds, and outlines how to request each.

Company: James Olguin (Proetix)
Address: 7975 Pennsylvania St, Denver, CO 80229, USA
Support Email: [email protected]
Support Phone: +1 (623) 329-8382
Support Hours: Mon–Fri, 9:00 AM–6:30 PM EST (GMT-05:00)

2. Order Exchanges

  • Review Carefully: Please confirm size, design, and quantity before checkout. We cannot swap items due to selection errors.
  • Need to Change? You may cancel your order within 24 hours (see Section 3) and place a corrected order.

3. Order Cancellations

  • Timeframe: Orders may be canceled at no charge within 24 hours of placement.
  • How to Cancel: Email [email protected] within 24 hours of purchase. We’ll void your order and refund any charges in full.
  • After 24 Hours: Orders proceed to production and cannot be canceled. All products are made-to-order.

4. Refund Eligibility

We accept refund requests for non-sale items returned within 180 days of delivery if any of the following apply:

  1. Damaged or Defective upon arrival
  2. Incorrect Item received (wrong design, size, material)
  3. Product Significantly Differs from its description

Ineligible for Refund:

  • Items that are worn, washed, altered, or missing original tags
  • Minor issues (e.g., small loose threads) not affecting function
  • Defects caused by customer misuse

Returned items must arrive in their original packaging and condition.

5. Refund Claim Requirements

When submitting a refund request, please include:

  • Proof of Purchase: Order number and confirmation email or receipt
  • Evidence of Issue: Photos or videos clearly showing damage, defect, or discrepancy
  • Shipping Documentation: Return shipping label or carrier receipt (where applicable)
  • Communication Records: Any relevant email correspondence

6. Return & Refund Process

  1. Submit Request: Email [email protected] via our Contact Us page, attaching all required documentation.
  2. Review Period: We’ll respond within 2–3 business days to confirm eligibility and provide a return authorization and address.
  3. Ship Back:
    • For defective or damaged items, we’ll provide a prepaid return label (return cost: $0.00).
    • Include your order confirmation printout and return authorization number in the package.
    • Email us the carrier tracking number once shipped.
  4. Inspection & Approval: Upon receipt, we inspect your return and notify you by email whether your refund is approved.
  5. Refund Issuance: If approved, we’ll process your refund—including original shipping charges—within 2 business days of inspection confirmation.

7. Refund Processing Time

  • Standard: Refunds post to your original payment method within 2 business days of approval.
  • Bank Delays: Some banks or card issuers may take 10–15 days to reflect the credit. If you don’t see your refund after 15 days, please contact your financial institution.

8. Additional Notes

  • Final Sale: After 180 days from delivery, all sales are final—no refunds or exchanges.
  • Shipping Liability: We’re not liable for lost or damaged returns in transit if you opt for customer-paid shipping without insurance.
  • Support: For questions about eligibility or process, always reach out before shipping your return.

9. Contact Us

If you have any questions or need assistance, we’re here to help:

  • Email: [email protected]
  • Phone: +1 (623) 329-8382
  • Support Hours: Mon–Fri, 9:00 AM–6:30 PM EST (GMT-05:00)

Thank you for choosing Proetix. We’re dedicated to making your shopping experience easy, fair, and transparent!