Refund Policy

Refund Policy

Last Updated: July 2026

At PROMATTOO, we take pride in the quality, design and functionality of every product we deliver.

If for any reason you are not fully satisfied with your purchase, we are here to help. Please review our refund and return policy below.

Business Entity and Brand Ownership

PROMATTOO is a brand owned by Guangzhou Global Seek International Trade Co., Ltd.

For international e-commerce operations, payment collection, order processing, overseas sales and customer support, PROMATTOO works with PRIME GLOBAL SOURCE LIMITED.

Throughout this Refund Policy, the terms “PROMATTOO”, “we”, “us” and “our” refer to the PROMATTOO brand and, where applicable, the entities involved in PROMATTOO’s international e-commerce operations.

Official Website:
https://promattoo.net/

Customer Support:
support@promattoo.net

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must be in its original packaging.
  • Proof of purchase, such as an order number or receipt, is required.
  • The return request must be approved by our customer support team before the item is sent back.

Please do not return any item without contacting us first. The return address and return instructions will be provided by our customer support team after your return request is reviewed.

Non-Returnable Items

The following items are not eligible for return:

  • Items that have been used, damaged, stained or altered.
  • Items not in their original condition or packaging.
  • Items returned without prior approval.
  • Clearance, final sale or promotional items, if applicable.
  • Items damaged due to improper use, improper care or normal wear and tear.

Refunds

Once your return is received and inspected, we will notify you of the approval status.

If your return is approved:

  • Your refund will be processed to your original payment method.
  • Please allow 5–10 business days for the refund to appear, depending on your payment provider.
  • Original shipping fees, if any, are non-refundable unless the return is due to a defective, damaged or incorrect item.

For international online sales, refunds and order-related support may be handled by PROMATTOO’s customer support team and/or PRIME GLOBAL SOURCE LIMITED as the international e-commerce operator.

Return Shipping

Customers are responsible for return shipping costs unless the item is defective, damaged or incorrect.

Shipping fees, customs duties, import taxes or other related charges are non-refundable unless required by applicable law or unless the issue was caused by our error.

We recommend using a trackable shipping method for returns. PROMATTOO is not responsible for returned packages that are lost, delayed or damaged during return shipping.

Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, please contact us within 7 days of delivery.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photos or videos showing the damaged, defective or incorrect item.

After reviewing your request, we may arrange a replacement, refund or other appropriate solution at no additional cost to you.

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, please return your original order according to this Refund Policy and place a new order.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@promattoo.net.

If your order has not yet been processed or shipped, we will do our best to cancel it and issue a refund.

If your order has already been processed, shipped or fulfilled by a warehouse, logistics partner, Amazon MCF, overseas fulfillment center or other authorized fulfillment channel, the order may no longer be eligible for cancellation.

Late or Missing Refunds

If you have not received your refund after approval, please first check your bank account or payment account again.

Then contact your credit card company, bank or payment provider, as it may take additional time before your refund is officially posted.

If you have completed these steps and still have not received your refund, please contact us at support@promattoo.net.

Contact Information

If you have any questions about returns, refunds, damaged items or order-related issues, please contact our support team:

Customer Support Email:
support@promattoo.net

Official Website:
https://promattoo.net/

Brand Owner:
Guangzhou Global Seek International Trade Co., Ltd.

International E-commerce Operator:
PRIME GLOBAL SOURCE LIMITED

Brand Owner Location:
China

International E-commerce Operator Location:
Hong Kong SAR

Customer Service Hours:
Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Response Time:
Within 24 hours