Return & Warranty

We offer a 14-day return window for all purchases.

• Eligibility: Returns must be requested within 14 days of the delivery date.
• Condition: Returned products must be in their original condition, including all accessories, manuals, packaging, and free gifts (if applicable).
  
  Return Reason:
• If the return is not due to a product quality issue, customers are responsible for the return shipping costs.
• If the return is due to a confirmed product quality issue, Proscenic will cover the return shipping costs.
• Restocking Fee: We do not charge any restocking fees for returned items.

If your product develops a quality issue within 30 days from the date of delivery:

You are eligible to request a free return or exchange.

Proscenic will cover all shipping costs involved in the return or replacement process.

The issue must be verified by our customer service team through photos or videos.

We do not accept returns for any reason beyond 30 days from the date of delivery.

However, you may still be eligible for warranty service if the issue is related to product quality.

1. Proof of Purchase: The buyer must provide sufficient proof of purchase (e.g., order number, receipt, or invoice) to initiate any return, refund, or warranty claim.
2. Return/Exchange Request: To request a return or exchange, please explain the reason for your return/exchange request to our customer service team. For returns/exchanges related to quality issues, please send clear photos or videos of the defect to our customer service team for confirmation.
3. Product Shipment: After your request is confirmed, ship the product with the provided prepaid shipping label provided by our customer service team.
4. Product Exchange/Refund: Once the returned product is received and inspected, we will either issue a refund or arrange for a new replacement product shipment, depending on the circumstances.

Shipping Costs Responsibility

The buyer is responsible for shipping costs under the following circumstances:

• Non-Defective Returns: Returning products for reasons other than a confirmed defect.
• Defects Not Verified: Returning items claimed to be defective but found by Proscenic's quality control team to be in working condition.
• Unauthorized Returns: Any returns made outside of the approved warranty process.

*When returning items with a prepaid shipping label provided by Proscenic, Proscenic takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, the buyer assumes responsibility for any damage or loss incurred in transit.

To initiate any return, refund, or warranty claim, the purchase has to meet one of the following valid proof requirements:

• Order Number: From online purchases made through Proscenic Official Store or Proscenic’s authorized resellers.
• Sales Invoice: A copy of the sales invoice showing product details.
• Dated Sales Receipt: A receipt from an authorized Proscenic reseller, including the product description and price.

Proscenic warrants that its products will be free from defects in materials and workmanship for a period of two (2) years from the date of purchase, when used under normal household conditions and maintained in accordance with the guidelines provided in the user manual. This warranty is subject to the following terms, conditions, and exclusions. Warranty coverage applies exclusively to the original purchaser and the originally purchased product. It is non-transferable.


Refurbished products sold by Proscenic carry a separate warranty, which can be found on the product listing. For confirmation, please contact us at support@proscenic.com with your order receipt.

Non-consumable parts, such as separately purchased motors, are covered under a 3-month limited warranty.

Consumable accessories (such as filters, brushes, mop cloths, etc.) are not covered under this warranty.

For Retail Store Purchases:
If you purchased your product from a physical retailer, please contact your local authorized distributor to initiate a warranty claim.

When contacting your distributor, be sure to have the following information ready:

• The product’s serial number (SN)
• The original proof of purchase from an authorized reseller, including the purchase date and product details
  

For Online Store Purchases:
If you purchased your product from the Proscenic Official Online Store, please contact us online by email, we will reply you with with 48 business hours:

Email: support@proscenic.com

Business Hours: Monday to Friday, 9:00 am - 6:30 pm [GMT+8]

To apply for online warranty service, please follow the steps below:

1. Contact Us with Proof of Purchase
   Reach out to our customer service team with your order number and product serial number(SN)
2. Visual Evidence
   As guided by our customer support, provide clear photos or videos showing the issue with the product to help us diagnose the problem.
3. Receive Warranty Solution
   Based on the nature of the issue, our team will offer an appropriate warranty solution, which may include:

• Replacement parts shipped to you with installation guidance;
  
• Return for repair at our authorized service center;
  
• Replacement of the unit with a new or equivalent model.
  

The specific solution will depend on the product’s condition and the type of defect.

In the rare event that a replacement unit is issued, the warranty coverage will continue for the greater of the following:

Ninety (90) days from the date the replacement unit is received, or

The remainder of the original warranty period.

Proscenic reserves the right to replace the original unit with a product of equal or greater value.

Unless otherwise agreed in writing, this Limited Warranty does not cover incidental or consequential damages, and will not apply under the following circumstances:

1. Normal Wear and Tear
   Consumable parts such as filters, brushes, mop cloths, and similar items that are subject to regular wear and require periodic maintenance or replacement.
2. Accidental or Environmental Damage
   Damage resulting from accidents, misuse, neglect, fire, water exposure, lightning, natural disasters, or external sources such as weather, power outages, or electrical surges.
3. Improper Use or Maintenance
   Issues caused by operation or maintenance not in accordance with the user manual, including use with incorrect voltage, failure to follow usage instructions, or store in the improper environment.
4. Unauthorized Repairs or Modifications
   Any attempt to repair, modify, disassemble, or open the product chassis by unauthorized personnel.
5. Improper Packaging During Return
   Damage resulting from inadequate packaging when returning the product for service.
6. Battery Damage
   Battery defects due to short-circuiting, tampering with battery seals or enclosures, or using the battery in unsupported equipment.
7. Unauthorized Parts or Accessories
   Use of parts, accessories, or consumables not provided or recommended by Proscenic, or not used in accordance with product instructions.
8. Commercial Use
   Use of the product in a commercial or non-residential setting. Proscenic products are intended for household use only.
9. Unauthorized Dealers or Resellers
   Products purchased from unauthorized sellers or third-party platforms not approved by Proscenic.
10. Lost or Stolen Products
    Warranty does not cover lost or stolen items under any circumstances.
11. External Factors Beyond Control
    Issues caused by factors outside Proscenic’s reasonable control, including but not limited to:

• Electrical or power supply fluctuations
• Internet service interruptions
• Weak or inconsistent Wi-Fi signals in the user’s environment.
  
  

In addition to providing valid proof of purchase, online product registration may be required to process a warranty claim. Therefore, we highly recommend registering your product(s) on Proscenic’s official website (www.proscenic.com) after purchase. Registration helps facilitate future support and may provide access to exclusive benefits.

To register, please select your purchase channel, and enter the correct order number along with the product’s serial number (SN).

This Limited Warranty is your exclusive and sole remedy for any defects in your product and represents Proscenic’s exclusive liability in relation to such defects. This Limited Warranty supersedes all other warranties and liabilities from Proscenic, whether expressed orally or in writing.