1-Day Refund & Exchange Policy
At Protouch, we want you to be completely satisfied with your purchase.
You may return or exchange undamaged products within 12 hours of delivery for a full refund or replacement. Once the item is received at our warehouse and inspected, the refund or exchange process will begin.
Eligibility & Notes
- Returns must include all original accessories.
- Items must be returned in their original packaging.
- Customers are responsible for return shipping costs. Protouch does not provide pre-paid shipping labels.
- For returns not related to product quality, a Rs 500 restocking and shipping fee will apply.
- For returns related to product quality, Protouch will refund the full cost of the product, including shipping, typically within 5–10 business days after inspection.
- Items that do not meet these requirements may be rejected.
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Pre-orders
- For pre-order items, the 12 hours return period begins from the date the product is delivered, not from the pre-order purchase date.
- You may request to cancel a pre-order that has not yet been fulfilled for a full refund.
- Once the pre-order has shipped, the order will follow the standard 12 hours return and refund policy outlined above.
How to Initiate a Return or Exchange
- We only handle return requests for purchases made directly through the official Protouch website.
- For orders from other platforms, please follow the respective platform's return process.
- To initiate a return or exchange whatsapp us at +923197066966 with invoice
- For additional assistance, contact our customer service team at protouchpakistan@gmail.com
Refund Process
- Once your returned product is received and inspected at our warehouse, we will process your refund to the original payment method.
- Refunds for COD will take 2-3 days.
- Refunds for bank transfers or other payment methods will be processed according to the provider's schedule.
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Pre-orders & Subscriptions
- If a pre-order is canceled before shipment, your payment will be refunded in full to your original payment method.
- If a subscription order is canceled before fulfillment, no charges will be made for future cycles.
Exchanges
- Exchanges follow the same process as returns. Once your returned item is received and inspected, we will ship your replacement item promptly.
- Customers are responsible for shipping costs unless the exchange is due to a product quality issue.
Contact Us
For questions about returns, exchanges, or refunds, please reach out to our customer service team at protouchpakistan@gmail.com
FAQ
- Can I get a prepaid shipping label for returns?
No, Protouch does not provide prepaid shipping labels. - How long do I have to return a product?
All returns must be initiated within 12 hours of delivery. - What should I include in my return?
Returns must include all original accessories and the original packaging. Items that do not meet these requirements may be rejected. - How long does it take to receive a refund?
Refunds are typically processed within 5–10 business days after the returned item is received and inspected. Processing times may vary depending on your bank or payment provider. - Can I exchange an item instead of a refund?
Yes. Exchanges follow the same process as returns. You will be responsible for shipping costs unless the exchange is due to a product quality issue. - What if my product is damaged or defective?
If the product is damaged or has a quality issue, Protouch will cover the shipping costs and refund the full cost of the product. Please get in touch with protouchpakistan@gmail.com with photos and order details. - Can I return a product purchased from another platform?
No, this policy only applies to purchases made directly on the official Protouch website. Please follow the respective platform's return process for other purchases.