Refund policy
This policy covers returns and refunds on Protern hardware: the Protern Sensor, Protern Pack, Protern Bib, and TimeLink. It applies to orders shipped by Protern. If anything here is unclear, email support@protern.io and we will help.
What you can return
Hardware is eligible for a full refund in two cases:
- Unopened and unused. The package is sealed. Nothing has been set up or activated.
- Lightly used with no visible damage. The sensor has no tape residue, the bib has no marks, and the TimeLink has no visible damage.
Damaged hardware is not eligible for a refund. If an item is damaged or you are unsure, email support@protern.io and we will review the case.
Return window
You have 30 days from the date of delivery to request a return. The delivery date is the date the carrier marks the order as delivered to your address.
How to start a return
Email support@protern.io with your order number. We will send you the return address and instructions.
We do not publish a return address and we do not issue pre-paid return labels. Returns sent without authorization may not be processed.
Who pays shipping
You pay return shipping on hardware you are returning for a refund. Original shipping charges from your order are not refunded.
If the product arrived damaged or defective, Protern covers return shipping and ships a replacement at no cost to you. See the next section for how to handle a damaged or defective product.
What happens to your Protern Pass
When you return the hardware, your Protern Pass is expired, not deleted. The Pass purchase price is refunded in full, not pro-rated.
Your account and its training history are preserved. If you choose to come back to Protern later, you can renew the Pass and pick up where you left off.
Damaged or defective products
If a product arrives damaged, or fails within the warranty period, email support@protern.io. Include your order number, a description of the problem, and photos if the damage is visible. We will provide a return label and ship a replacement at no cost to you.
Damaged or defective claims are separate from change-of-mind returns. Change-of-mind returns follow the 30-day policy in the sections above.
Warranty
Protern hardware carries a one-year warranty from the date of delivery. In the European Union, the warranty runs for two years to meet local statutory requirements.
The warranty covers manufacturing defects. It does not cover damage from accidents, improper use, water damage, or normal wear. For a warranty claim, follow the steps in the damaged or defective section above.
EU and UK statutory rights
If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance sale within 14 days of delivery, for any reason. This right exists under EU and UK law and applies alongside the Protern 30-day policy on this page, not instead of it.
To exercise your statutory right, email support@protern.io within 14 days of delivery. The return shipping and refund terms in this policy still apply.