Cancellations of regular orders
You may request cancellation before PROLIGHT purchases the goods, provided no expenses have yet been committed.
If PROLIGHT has already purchased the goods and accepts a voluntary cancellation at the customer’s request, the conditions disclosed and accepted before payment apply. In those cases, the refund is calculated on the cost of the goods, excluding the retail margin.
This voluntary cancellation condition does not apply to refunds required by law for defects, non-performance or incorrect delivery, and does not permit withholding amounts that must legally be refunded.
Change-of-mind returns for in-stock products
You may request a return within 7 days after delivery. For a change-of-mind return, the product must be unused, in perfect condition and in its original packaging.
Contact us before sending the product to arrange inspection and receipt. We will confirm the procedure and the conditions that apply to your request.
The requirements for this change-of-mind return do not replace the conditions applicable to a claim for a defect, damage or a product different from the one ordered.
Handling & logistics costs
Change-of-mind returns are subject to a minimum charge of US$15 for return handling and logistics, including any necessary internal transport. The total charge depends on the product and the transport required, and is disclosed and agreed with you before the return is arranged.
Before arranging the return, we itemize the included charges and any additional services. The same transport service is not charged twice.
This charge does not automatically apply to claims for defective, damaged or incorrectly supplied products, or to refunds required by law. Those cases are handled under the applicable warranty and rights.
Damage, defects, incorrect delivery & warranty
If you notice damage, defects or a product different from the one ordered when receiving your order, please notify us within 3 days after receipt, including proof of purchase and photos of the problem.
This reporting period helps document the delivery issue: this is not a warranty time limit and does not reduce your consumer rights. If a defect appears later, contact us to review the applicable coverage.
After reviewing the case, PROLIGHT will provide the repair, replacement, refund or other remedy required by the warranty and applicable regulations.
Special orders & products imported to order
Once the order has been confirmed, cancellations, exchanges and returns for a change of mind are not accepted, except where required by law.
This condition does not exclude claims for damage, defects, non-performance or delivery of a product different from the one ordered. Imported products retain the applicable warranties and rights.
Before payment, we confirm the product, its availability, the order conditions, the estimated timeframe, and freight and delivery costs.
How to submit your request
- Contact us on PROLIGHT WhatsApp: +507 6229-3268.
- Provide your name, order number or proof of purchase, the product reference and the reason for your request.
- Attach photos when reporting damage, defects or differences from your order.
- We will arrange inspection and receipt with you before you return the product.
Refund timeframe
Where a refund is due, we will complete it within a maximum of 7 business days from the date PROLIGHT receives the returned product. Inspection and return processing take place within that timeframe.
Business days are Monday to Friday, excluding public holidays in Panama. When arranging the return, we confirm the amount to be refunded and the refund method with you.
Your rights
This policy describes PROLIGHT’s commercial conditions and does not limit the warranties or rights recognized by Panama’s consumer protection laws. Where a return or refund is required by law, those rights apply.
The specific conditions for installation and project work are detailed in the relevant quotation.
Tell us what happened.
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