Warranty Policy

Warranty Coverage

At ProtoArc, we stand behind the quality of our products. Our Furniture Category comes with a standard 3-year warranty from the date of delivery. Select premium items within this category are eligible for extended coverage of 5 to 10 years. For specific warranty terms, please consult the product page, your user manual, or contact our support team. All other product lines, including computer and office accessories, are covered by a 2-year warranty starting from the delivery date.

Extended Warranty for Third-Party Platforms

Policy Integration

For ProtoArc products purchased through authorized third-party platforms such as Amazon and Walmart, ProtoArc provides brand-level extended warranty coverage in addition to the platform's standard return/exchange protections.

Warranty Duration

If the platform's protection period (e.g., Amazon’s 30-day return window) has expired, but the product is still within the ProtoArc Official Warranty Period (typically 2 years for keyboards and mice, and 3 to 5 years for furniture products—please refer to the specific product manual), users may apply directly to ProtoArc for technical support and warranty services.

How to Apply

Once the platform’s service window has closed, please do not contact the marketplace seller. Instead, please Contact Us as soon as possible. We will be happy to assist you.

Warranty Claim Process

Initiate Your Claim

For performance issues or defects, contact support@protoarc.com with the subject: "Warranty Claim + [Your Order ID]". Please include:

  • Order ID: A copy of your invoice or a screenshot of your platform order.
  • Problem Description: A brief explanation of the failure.
  • Visual Evidence: Photos or videos are required for our technical team to assess the claim.
Technical Review & Diagnosis

Our technical support team will respond within 1 business day:

  • Remote Diagnosis: We may provide guidance to troubleshoot software or operational issues first.
  • Solution Confirmation: Once a fault is confirmed under warranty, we will offer a repair, replacement, or refund.
Resolution & Execution
  • Replacement: We will ship a brand-new product or specific replaceable parts (e.g., USB receivers, cables).
  • Refunds (Special Circumstances): If the standard refund window has expired, we will coordinate with you to issue the refund via PayPal.
  • Completion: You will receive a tracking number or transaction receipt once the action is completed.
Required Documentation

To claim an extended warranty, users must provide:

  1. Original Order Screenshot: A clear screenshot from the third-party platform showing the Order ID, purchase date, and product name.
  2. SN Serial Number: Located on the bottom or back of the product.
Service Limitations

The extended warranty applies only to functional defects of the product itself. This policy does not cover:

  • Damage caused by third-party platform logistics.
  • Products purchased as "used" or through unauthorized resellers.

Purchases via Authorized Distributors

  • Direct Purchases: Our comprehensive brand warranty is exclusively applicable to products purchased directly from protoarc.com or our official flagship stores on authorized marketplaces.
  • Third-Party Sellers: If your purchase was made through a local dealer or authorized distributor, please contact them as your primary point of service for returns or repairs. ProtoArc reserves the right to refer such requests to the original point of purchase.
  • Resolution Support: In cases where an authorized dealer is unable to assist despite a valid proof of purchase, please reach out to us. We will evaluate your request on an individual basis.
  • Unverified Channels: For items purchased via unauthorized sellers, we are unable to provide complimentary replacements. However, our technical team remains available to assist with troubleshooting.

Third-Party Protection Plans

  • Nature of Coverage: These protection plans are independent insurance services purchased directly from the platform (Amazon, Walmart, etc.) and are not issued by ProtoArc.
  • Claim Process:
    • Within ProtoArc Warranty: Please contact us first. We will manage your repair or replacement directly under our brand policy.
    • After ProtoArc Warranty Expires: Please contact your insurance provider to initiate a claim under your extended protection plan.
  • Important Note: ProtoArc does not issue refunds or replacements on behalf of third-party insurers. If your provider requires official "Proof of Warranty Expiration" to process your claim, please contact our support team, and we will provide the necessary confirmation via email.

Frequently Asked Questions (FAQ)

What if the return/exchange window on Amazon or Walmart has expired?
Even if the third-party platform's return period has ended, ProtoArc continues to provide brand-level warranty support in accordance with this policy. In this case, please bypass the platform and contact ProtoArc Official Customer Support directly for assistance.

What should I do if my product arrives damaged (Dead on Arrival - DOA)?
Please report any damage or missing items to ProtoArc within one week (7 days) of receipt. Applications submitted after this period may not be accepted.

Can I purchase replacement parts separately?
Yes. Replacement parts for certain products are available for purchase. Please contact our customer service for pricing and availability. Note that all replacement part purchases are Final Sale and are not covered by our standard warranty policy.

Can I claim a warranty if the product was a gift?
Please ask the person who gave you the gift to provide the original Order ID or Invoice. If you have access to the order information (Order ID and purchase channel), our after-sales team will process your request as long as the information matches our records. If the original proof of purchase is unavailable, we will use the "SN-Based Estimation Method". The warranty period will be calculated based on the manufacturing date recorded in the product's Serial Number (SN), plus a 3-month buffer as the "estimated purchase date."

Is the warranty still valid if I resell my ProtoArc product?
No. Warranty services are strictly limited to the original purchaser and are non-transferable.

Do promotional gifts or free items come with a warranty?
Generally, no. ProtoArc’s warranty policy applies only to purchased merchandise. Since gifts do not involve a transaction price, they are not covered by the standard warranty. However, if a gift arrives damaged, please report it within 7 days for discretionary handling.

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