Refund policy

Effective Date: 10-11-2025
Last Updated: 10-11-2025

At ProTuff, we take great pride in the quality and durability of our products.

Each item is carefully inspected before dispatch. However, if you receive a product that is defective, damaged, or incorrect, we are happy to offer a hassle-free return or replacement through our logistics partner, Shiprocket.

Eligibility for Return or Replacement

You can request a return or replacement if:

  • The product is defective, damaged, or incorrectly shipped.
  • The request is raised within 7 days of receiving the order.
  • The item is unused, with original packaging, tags, and accessories intact.
  • You have the original invoice or proof of purchase.

Note: Returns are not accepted for:

  • Products damaged due to misuse, mishandling, or improper packing by the customer.
  • Minor color or texture variations due to lighting or screen differences.
  • Products purchased during clearance sales or special offers (unless defective).


How to Initiate a Return or Replacement

To initiate a return:

  1. Visit our website and go to the “Return/Exchange” section.
  2. Fill in the required details — Order ID, reason for return, and attach relevant images (if applicable).
  3. Once approved, a Shiprocket pickup will be scheduled from your address within 2–4 working days.

You’ll receive SMS and email notifications from Shiprocket with tracking and pickup details.


Return Pickup Process (via Shiprocket)

  • Shiprocket will assign a courier partner to pick up the item from your delivery address.
  • Ensure the product is securely packed in its original box with all accessories and labels intact.
  • The courier agent will provide a pickup receipt or tracking ID — please keep it for your reference.
  • If pickup is not serviceable in your area, you may be asked to self-ship the item to our warehouse, and we will reimburse reasonable courier charges (upon valid proof of dispatch).

Inspection and Approval

Once the returned item reaches our warehouse:

  • Our quality control team will inspect the product.
  • If the return claim is approved, we will:
    • Dispatch a replacement, or
    • Initiate a refund as per your preference.

If the product fails inspection (e.g., used, damaged, or incomplete), it will be sent back to the customer at their expense.


Refund Process

Refunds (if applicable) will be processed within 7–10 business days after approval.

The amount will be credited to your original payment method or as store credit, depending on your choice.

Please note:

  • For prepaid orders, refunds will be initiated to the original payment source.
  • For Cash-on-Delivery (COD) orders, refund will be made via bank transfer or UPI, as shared during return initiation.

Exchange Policy

We currently allow size or color exchanges only if the requested variant is in stock.

If the replacement item is unavailable, a refund will be issued instead.


Damaged or Missing Items on Delivery

If your order arrives damaged or with missing items:

  • Please share unboxing images or videos within 48 hours of delivery at customercare@itai.in.
  • This helps us file a claim with Shiprocket and resolve the issue quickly.

 

Shipping Costs for Returns

  • For defective, damaged, or wrong items: Return shipping is free (covered by ProTuff).
  • For all other cases (e.g., change of mind): The customer bears the return shipping cost.


Cancellation Policy


Orders can be canceled before dispatch by contacting our support team.

Once shipped, the order cannot be canceled — you may choose to return it after delivery as per our return policy.


Contact for Support


If you face any issue with returns, replacements, or refunds, please contact:
ProTuff Customer Support
 📧 Email: customercare@itai.in
 📞 Phone: 9289096655
 🕘 Available: Monday – Saturday, 10:00 AM – 6:00 PM