Returns Policy
Effective Date: 31 March, 2025
Last Updated: 31 March, 2025
Introduction
This Refund & Returns Policy governs all purchases made directly through PROTEC Recovery Ltd. ("PROTEC," "we," "us," or "our") via our website, www.protecrecovery.com, or through our mobile application. By purchasing or subscribing to our Services, you acknowledge and agree to the terms set forth in this policy.
This policy complies with UK consumer protection laws, including The Consumer Rights Act 2015, and is designed to ensure transparency and fairness in processing returns, refunds, and subscription cancellations. PROTEC Recovery reserves the right to modify this policy at any time, and any amendments will be communicated through updates to our website and other relevant channels.
Returns and Refunds for Hardware Devices
Customers may return unopened and unused devices within 30 days of delivery, subject to PROTEC Recovery’s approval. The device must be returned in its original packaging and in resellable condition. PROTEC Recovery reserves the right to refuse any return that does not meet these criteria.
For devices that have been used, returns will only be accepted if the user cancels their device subscription within 30 days of activation and returns the device in its original packaging. Upon receiving and approving the returned device, a full refund will be issued. Devices that are returned beyond the 30-day return period are not eligible for a refund.
Defective units may be exchanged for a replacement device, provided that the defect occurs within the initial 12-month subscription period and falls within the scope of PROTEC Recovery’s Warranty Policy. If a user is no longer an active device subscriber after the 12-month period, they will not be eligible for an exchange or refund for a defective device.
Customers are responsible for covering all return shipping costs. PROTEC Recovery does not provide prepaid shipping labels, and all returns must be shipped in accordance with the instructions provided upon approval of the return request. Any damage incurred during return shipping due to improper packaging may void eligibility for a refund or replacement.
Cancellations and Refunds for Software Subscriptions
For app subscriptions, PROTEC Recovery offers a seven-day free trial for new users. If the user does not wish to continue the subscription beyond the trial period, they must cancel their subscription via the relevant App Store or Play Store before renewal. Once a subscription charge has been processed, it is non-refundable.
For device subscriptions, users are eligible for a 30-day trial period, during which they may cancel their subscription and return their device for a full refund. Beyond the 30-day period, all device subscriptions are non-refundable. If a user wishes to cancel their device subscription before the end of the 12-month commitment period, they will be required to either pay the remaining balance of their 12-month subscription or return the device in original and resellable condition.
Failure to return the device will result in the user being charged the remaining balance of the 12-month membership in full. Subscriptions will only be considered cancelled once PROTEC Recovery has received and approved the returned device.
Returns and Exchanges for Accessories and Apparel
PROTEC Recovery will accept exchanges for compression boot sleeves and similar wearable accessories if the user requires a different size. To qualify for an exchange, the original item must be returned in its original packaging and in resellable condition. Any accessories or apparel that show signs of wear, damage, or excessive use will not be eligible for a return or exchange.
Accessories and apparel must be unworn and unused to qualify for a refund. Items that do not meet this standard will be returned to the customer, and no refund will be processed. PROTEC Recovery reserves the right to inspect returned products and determine eligibility for a refund or exchange at its sole discretion.
Refund Process and Conditions
Refunds for eligible returns will be processed within three business days of PROTEC Recovery receiving and inspecting the returned product. Refunds will be issued to the original payment method, and depending on the payment provider, funds may take five to ten business days to appear in the user’s account.
All refunds will be issued minus the cost of return shipping, which remains the responsibility of the user. If a return is rejected due to non-compliance with this policy, the product will be shipped back to the customer, and no refund will be issued.
Third-Party Purchases and Authorised Resellers
For purchases made through authorised resellers, third-party retailers, or distributors, all returns, refunds, and exchanges must be handled directly with the original point of sale in accordance with that retailer’s policies. PROTEC Recovery does not accept direct returns for products purchased from third-party sellers and will not issue refunds or exchanges for such purchases.
Users who purchased PROTEC Recovery products through retail partners are advised to refer to the return policies of those retailers for any refund or exchange requests.
device Subscription cancellation and early termination
Users on a 12-month device subscription plan who wish to cancel early will have two options:
Pay the remaining balance of their 12-month commitment and retain the hardware.
Return the hardware to PROTEC Recovery, upon which the subscription will be cancelled.
Users who fail to return the hardware upon cancelling their subscription will be charged the full remaining balance of their 12-month membership. The cancellation request will only be processed once the hardware has been received and approved by PROTEC Recovery.
Devices must be returned in good working condition and in their original packaging. Any damage, missing components, or excessive wear that prevents the device from being resold may result in additional charges or denial of cancellation.