Refund policy
Right of Withdrawal (14 days under EU law)
As a consumer within the EU, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with the Distance Selling Act and the EU Consumer Rights Directive (2011/83/EU).
The withdrawal period expires 14 days after the day you, or a third party appointed by you, received the goods.
To exercise your right of withdrawal, you must notify us via email:
A clear statement that you wish to withdraw from your purchase is sufficient.
Conditions for an approved return
To be eligible for a return, the item must:
- be in the same condition as when received
- be unused and undamaged
- have all tags intact
- be returned in the original packaging
- be linked to the order/receipt
You are responsible for any diminished value if the item has been handled more than necessary to establish its characteristics and function.
How to make a return
To initiate a return, you can log in to your customer account where you can view your order and request a return:
https://account.proholdex.com
Alternatively, you can contact us directly via email support@proholdex.com and provide your order number, or use the return form. After notifying us, you have 14 days to send the item back.
Please complete and include the standard withdrawal form (EU 2011/83/EU) together with your return. The form can be found here: Return form.
The return must be sent using trackable shipping with all costs prepaid. Keep your shipping receipt and share the tracking number with us. We cannot accept shipments sent cash on delivery or with unpaid fees.
Ensure the package is correctly labeled. If the return contains batteries classified as dangerous goods, the shipment must be labeled according to applicable regulations.
Returns sent without prior contact may be refused.
Return address:
Recipient: Huiqian Warehousing
Province/State: Guangdong Province
City: Dongguan City
Address: Room 501, 5th Floor, Building 10, No. 180 Maozhushan, Qiaoli Village, Changping Town, Dongguan City, Guangdong Province, China
Email: 893152624@qq.com
Phone: +8617328367437
The customer is responsible for return shipping unless otherwise stated. The return must be sent with all fees prepaid and include any applicable costs such as customs duties and VAT where relevant. We are unable to accept shipments with unpaid fees or cash on delivery, and such shipments will automatically be returned to the sender.
We recommend using trackable shipping and keeping your receipt. You are responsible for the item until it has been received and registered by us, and we ask that you share the tracking number so we can follow the return.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Hygiene and beauty products where the seal has been broken
- Custom-made or personalized products
- Perishable goods (e.g. food, plants, flowers)
- Gift cards
- Goods that cannot be returned for health protection or hygiene reasons once opened
These exceptions follow Article 16 of EU Directive 2011/83/EU.
Damaged or incorrect items
Please check your order immediately upon receipt.
If the item is damaged, defective, or if you received the wrong product, you must contact us within 48 hours, preferably with photos, so we can resolve the issue quickly.
This does not affect your statutory consumer rights.
Uncollected shipments
If a shipment is not collected from a pickup point and is returned to us after carrier notifications, this does not automatically mean that the right of withdrawal has been exercised.
You still have the right to withdraw your purchase within 14 days under the law, counted from delivery or delivery attempt.
If a shipment is returned to us as uncollected, we have the right to deduct from the refund the actual direct costs incurred for return shipping and handling, in accordance with Article 14.2 of EU Directive 2011/83/EU.
We do not charge administrative or penalty fees – only documented actual costs.
If you wish to have the package reshipped, a new shipping fee must be paid in advance.
If the actual return and shipping costs equal or exceed the order value, no refund will be issued.
If the shipment contains batteries classified as dangerous goods and therefore cannot be returned according to applicable transport and import regulations, it may be destroyed. In such cases, no refund will be issued.
Cancellation is not possible after the order has been dispatched.
Refunds
Once we have received and inspected the return, we will notify you whether the refund is approved.
For approved returns, refunds are issued:
- within 14 days after we receive the item
- to the same payment method used for the purchase
- including standard shipping in case of full withdrawal (as required by law)
Return shipping costs are not refunded.
Please note that your bank or payment provider may require additional time to process the refund.
Diminished value due to use
You have the right to inspect the item in the same way as in a physical store.
If the item has been handled more than necessary to determine its characteristics and function, you are responsible for any diminished value.
For approved returns, we may deduct from the refund an amount corresponding to the item's actual loss in value.
The deduction is based on the condition of the item upon return and is made in accordance with applicable consumer protection laws.
Diminished value is assessed individually and may amount to the full value of the item if it can no longer be sold as new.
