Items purchased at the Promax AV Online Store may be returned for a full refund within 14 days of receiving your order.
All returned items must be in the same condition as when you purchased it, in original packaging, with all manuals and warranty cards. Returns should show no signs of wear or abuse otherwise the return will either be refused or subject to a minimum 15% to a maximum of 25% restocking fee (restocking fee rate at Promax AV’s sole and arbitrary discretion).
All sale items are final sale and cannot be exchanged or returned.
How to Return Item by Mail
To start a return or exchange, email support@promaxav.com with your order number.
Step 1. Package the items for return in any box and enclose the original invoice.
Step 2. Mail your items to: 4308 Norfolk Street Burnaby, BC Canada, V5G 4J9
Please note that you are responsible for shipping costs as well as the safe return of the merchandise.
Step 3. Most returns are processed within 5-7 business days of receipt. You will receive an email confirmation once your return or exchange has been processed. Your refund will be credited via the original method of payment.
In-Store Returns for Online Purchases
You may return eligible items to us upon receiving an in-store return authorization from our customer service. The authorization may be requested by emailing at support@promaxav.com. Please bring your online invoice and the credit card used for the original purchase alongside the items you wish to return. Your refund will be credited via the original method of payment.
Damaged Shipments
We do our best to ensure that your items arrive in perfect condition. However, in the unlikely event that your box arrives damaged, or if you receive the wrong item or if there are missing items, please accept the delivery.
We will replace any defective product as well as products damaged during shipment once the item has been returned to us. (*Complaints about incorrect orders, missing or damaged products and other issues with your order must be made within 3 days of receipt of the parcel.)
Damaged items must be returned in the original package with original packing material. We will provide you with a postage-paid return label from our courier company. We will not reimburse shipping costs if sent without our return label.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@promaxav.com and send your item to: 4308 Norfolk Street, Burnaby, BC, V5G 4J9, Canada.