PRIVACY AND RETURN POLICY

PRIVACY POLICY

This web site is developed and maintained by PROLAB Digital Imaging. We recognize the importance of privacy to our visitors. We also recognize that many visitors to our site are concerned about the information they provide us, and how we treat that information. So we've developed a formal privacy policy to assure you that we take seriously our responsibility to protect customer information, and to use it only in ways that are consistent with your wishes. We may update the policy from time to time, so please check in occasionally. 

You can reach us 24 hours a day, 7 days a week by sending email to service@prolabdigital.com. If you have any questions about our Privacy Policy, you can contact us at: PROLAB Digital Imaging, 5441 W. 104th St. Los Angeles, CA 90045; Phone: (310) 625.4411; Fax: (310) 204-6939. We will be happy to answer your questions or hear your concerns. 

OUR POLICY
We do not collect personally-identifiable information from individuals unless they provide it to us voluntarily and knowingly at prolabdigital.com. If you are just browsing prolabdigital.com and learning about our products, we invite you to do so. As a casual, unregistered visitor to our site, we'll recognize your home server (e.g., that your web access is through AOL.com), but not your e-mail address or any other personal or system information. 

We do sell all of our products through e-commerce system, so if you want to order our products it will be necessary for you to provide personally-identifiable information. This will include your name, address, phone number and, if you place an order online, credit card information. Any information you provide is downloaded off of the web server to a secure system and is maintained there. 

OUR CUSTOMER LIST
When you purchase items from our online catalog, you can opt to have your name added to our Customer List. We will not share your email address with any third parties at any time. If you prefer not to receive mailings from us, please advise us by using the mail, phone or e-mail address provided above. Please include your name and address if you are contacting us by mail or e-mail. We will ensure that your name is removed from the list. 

CONTACTS FROM US
We also maintain a number of e-mail mailboxes in an effort to support our online customers as effectively as we do on the phone or through the mail. We read every e-mail that we receive and do our best to respond within 48 hours, if a response is required. We save a very limited number of e-mail messages, but only until the issue is resolved. We do not record email addresses, unless you have voluntarily provided it to us in your online customer service registration. 

If you did provide us with your e-mail address, we may notify you from time to time about PROLAB Digital Imaging products or services that may be of interest to you. If you prefer not to receive these e-mail notifications, please follow the "Opt-out" instructions included with the e-mail or contact us at info@prolabdigital.com. 

COOKIES
Like most companies, we use "cookies" (small pieces of information stored on your computer) on certain parts of our web site. The cookie allows us to manage your session. This is necessary to ensure that we keep your order together while you browse through the catalog and select items for purchase. We do not use the cookie to collect any type of personal information, and the cookie doesn't extract any information from your computer. 

SECURITY ONLINE
Most of our forms, especially when ordering a product or using online customer service, use secure pages to insure that the information sent between your computer and our system is secure. This is especially true if we are asking you for payment information. 

We use the Secure Sockets Layer (SSL) encryption method on all secure submissions. This method is generally accepted to insure that the transmission of personal information, such as account numbers and credit card information is secure. Most common browsersmake it very obvious when information is being passed in a secure manner by showing either a completed key or a closed lock on the screen.

 

RETURN POLICY

CONDITIONS:

Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, with all accessories, kit components, promotional items and instruction manuals included. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.

Items that have been used by the customer or items that have been damaged by use cannot be returned to us. We also cannot accept returns on orders where a promotional item has not been returned with the order. For example, if you bought an item that came with free extra batteries or a telescope that came with a free cover. These "extras" must be included with your return to qualify for a full refund.

When repacking an item for return, please be sure to include all the free and promotional items that came with your order as well as all applicable accessories and literature. Generally, as a “rule-of-thumb" you should return the items to us the same way we sent them to you - in the same condition and with all the original contents. If a promotional item is missing, its value will be added to the original price you paid for the order, thus reducing the amount of the refund, if such is issued.

RESTOCKING FEES:
There is a 15% restocking fee for returns of unopened, unused, and untested items returned within 30 days. This means that an item must be in sellable as new condition.  Please keep in mind that restrictions apply (see Policy Exceptions for more details). We reserve the right to refuse to issue credit for any item that has been used, misused or damaged. We also reserve the right to charge a restocking fee of up to 25% on returns of opened, used, or damaged products. We also reserve the right to charge the restocking fee for exchanges and returns that don’t follow our Return and Exchange Instructions or for high-value items of $1,000 and up. Additional fees may apply if the item is not returned in its original packaging.

The restocking fee may be waived if you place a replacement order of equal or greater value at our online store at the time of return, not necessarily for the same item.

EXCHANGES:
If you are not fully satisfied with your purchase, we will be happy to facilitate an exchange for you. Please return the item to us within 30 days of purchase and you will not be charged restocking fees, provided the item is in NEW (unopened, unused, untested and resalable) condition and it does not fall into our Policy Exceptions category. 
If an item is defective, it can be returned for an exchange within 30 days of purchase, outside the 30 days the manufacturer must be contacted directly for a replacement.

Please be sure to follow the simple steps outlined in Return and Exchange Instructions to guarantee the best service possible on your return.


CANCELLATION:

You can cancel your graphic reproduction at no charge only if we have not started the project. There will be a 25% stop-order fee for any order that has been put into production and a 50% stop-order fee for all images that has been printed. For special order items or hardware that is custom, there are no cancellations available. Please call 310.204.4608 and email a stop-order request to orders@prolabdigital.com with your name and information to properly inform us of your cancellation.

REFUNDS:
If you are not satisfied with your purchase of a product, please call 310.204.4608 for a Return Material Authorization (RMA) request within 30 calendar days of the receipt of the product. If the item is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment. The product must be returned to the warehouse within 14 calendar days of the issuance of the RMA. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product. A 15% open box restocking fee will be assessed on any opened hardware or accessory./p>

MANUFACTURING DEFECTS:
Items with manufacturing defects must be sent directly to the specific manufacturer in accordance with the Warranty terms after our 30 day return window has passed.

RETURN AND EXCHANGE INSTRUCTIONS:
We have created a hassle-free Return and Exchange process with step-by-step guidelines for your convenience. To return or exchange an item, please follow these simple steps:

  1. Call us at 310.204.4608 and asked for RMA number.  No return or exchange will be accepted without an RMA Number.
  2. Once your RMA request is submitted, you will see a page with Return Instructions and Merchandise Return Summary which contains an RMA number that is valid for 10 business days.
  3. Pack the item securely using as much of the original packing material that was left. Please note that we do not accept COD shipments. Please use carriers that offer delivery notification such as UPS, USPS, DHL or FedEx. Using one of these carriers will make shipment tracking possible. Please be sure to insure the package for full value of the merchandise. The merchandise is still your property until it reaches our warehouse and we are not responsible for any shipping damages. 
    Please remember to include all the contents such as promotional items, accessories, and instruction manuals that came in the original order.
    Please note that we are not responsible for lost or stolen returned merchandise before it reaches our warehouse and it signed for by one of our Team Members.
  4. You will get a notification as soon as the return has been processed.

All returns are processed within 10 business days of the receipt of returned merchandise. Refunds, when applicable, will be issued as soon a possible, no more than 10 business days. Credit card companies vary in their processes of posting credits back to your account.

POLICY EXCEPTIONS:
We are unable to accept returns or exchanges on the following items:

  • If an item has been installed, we are unable to accept its return. For example, a wall mural has been applied to a wall cannot be returned or exchanged.
  • PROLAB Digital Imaging, Inc. Gift Certificates.
  • Special order items including promotional and corporate gifts merchandise.
  • Hazardous items (as marked on our website)
  • Any international order
     

PRIVACY POLICY:
Your privacy is very important to us and we are committed to respecting your privacy on this site. In order to provide our services, we will require information (including address and credit card information) regarding our users. We will maintain the confidentiality of information provided in accordance with our Privacy Policy and your information will never be sold, exchanged or shown to any other company or organization.