Return & Refund Policy

Last updated: October 14, 2025

1. Overview & Scope

We at Optimum Promos (“we”, “us”, “our”) are committed to providing high-quality tech support, services, and repairs to our customers. Because many of our services are digital, technical, or labor-based, standard “returns” may not always apply. However, we offer refund and adjustment provisions as outlined below.

This policy applies to all orders, services, and transactions placed via our website, over the phone, or by any other channel.

2. Definitions

• Service / Work means any diagnostic, repair, upgrade, network setup, or other technical assistance we perform.
• Product (if applicable) means any physical hardware or parts that we supply (e.g. components, replacement parts).
• Client / Customer means the entity or person who purchases a Service or Product from us.
• Order means the purchase of a Service and/or Product.

3. No “Refunds” for Completed Services (Except Under Special Circumstances)

Because our core offerings are services (labor, diagnostics, repairs, etc.), once work is completed and delivered, we generally do not offer full refunds. This is standard in the services industry and is acceptable under most merchant and advertising policies, provided you clearly disclose this upfront.

However, in some cases, partial refunds, service credits, or adjustments may be granted, subject to the following conditions:

• If you are dissatisfied, you must notify us within 7 calendar days of completion of service (or delivery of product) in writing (via email).
• We will review your claim and may offer a remedial fix, credit toward future services, or partial refund at our discretion, if we find that the service was not delivered as promised, or workmanship issues exist.
• We may require evidence (screenshots, error logs, or access) to assess the claim.
• We do not refund for issues caused by third-party interference, misuse, subsequent damage, or issues unrelated to our scope of work.

4. Products / Parts – Returns & Refunds

• You must notify us and request the return within 14 calendar days from delivery.
• The item must be unused, in original condition, and in its original packaging.
• You may be responsible for return shipping costs (unless we made an error).
• Once we receive the returned item and confirm its condition, we will issue a refund (minus any applicable restocking or handling fee) within 7 business days.
• If the item is defective or damaged, we may offer replacement or full refund.

5. Cancellation Policy (Before Work Begins)

• If you cancel an order before work commences, you are entitled to a full refund of any prepayments or deposits.
• If you cancel after work has started, we reserve the right to retain a pro-rata amount commensurate with the work performed up to the cancellation point.

6. Dispute & Resolution Process

• All refund or return requests must be submitted in writing (email) to contact@optimumpromoss.com or via our contact page, including the order number, service description, reason for request, and any supporting evidence.
• We will respond within 5 business days with our decision, or with a request for more information.
• If a mutually agreeable resolution (repair, credit, or refund) cannot be found, the decision of Optimum Promos is final, except as required under applicable consumer protection law.

7. Exclusions & Non-Refundable Items

The following are examples (not exhaustive) of items / circumstances not eligible for refunds:

• Charges for diagnostics or assessment once completed (unless we failed to disclose it in advance)
• Software, licenses, or digital deliverables after being delivered
• Services already fully rendered and accepted by the customer
• Hardware / parts returned late, used, or altered
• Issues due to external factors outside our control (e.g. user damage, third-party modifications, acts of nature)

8. Fees, Deductions, and Withholdings

• Restocking or handling fees may be deducted (up to a reasonable percentage) for returned parts.
• Any payments made via credit card or electronic payment may be subject to transaction fees; we will inform you in advance if we deduct these.
• Refunds will prioritize the same method of payment used in the original purchase, unless otherwise agreed.

9. Communication & Transparency

• All customers are entitled to see this policy clearly (e.g. link in footer, checkout page).
• Before you begin any work, we will provide you with an estimate and, where feasible, a “statement of work” describing what will be done and what is not covered.
• If during the work we discover additional issues, we will contact you before proceeding further (and get your approval) to avoid surprises.