FAQ - Frequently Asked Questions:
Are the items you sell new and original? Why so cheap?
The items we sell are 100% New and Original. Unless specifically mentioned in the listing, we DO NOT sell used, ex-demo, showcase, or refurbished items. We source our products directly from manufacturers and from trusted and reputable dealers around the world, and then import them into Europe. In this way we are generally able to give better prices to our customers, helping them save big money in comparison with the so-called "official" european distribution. As brokers we also buy in large volumes and are able to get better quotations compared to small retailers. We are also an internet-only business which also helps in cutting operational costs.
Are imported items inferior products when compared with those coming from "official distribution"?
Absolutely not. Imported items are not illegal, not factory seconds, not demo merchandise, not cheaper or inferior products. In fact, in almost every instance an imported product, no matter what your local dealer or people on internet forums might say, is absolutely identical to its officially distributed counterpart. Imported and officially distributed products are manufactured in the same factories from the same components, and sub-assemblies, to the same specs and tolerances, by the same workers. In terms of the item itself there is no difference at all. An imported Canon 6D + 24-105mm f/4 L camera kit (for example) is exactly the same in every possible way as the one which is officially distributed in Europe.
What are the differences then, as far as a customer is concerned?
In most cases the difference between an "imported" and an "officially distributed" product, is the cost of the item and the terms of the item’s warranty coverage. The products themselves are otherwise identical. As a rule, "imported" items cost less than those officially distributed by manufacturers in Europe through their officially appointed distributors. Also imported items generally never qualify for manufacturer's European rebate & cash-back programs. Yet, we do stand behind the products we sell, supplying additional warranty services to our customers. Please check our Warranty Policy for more information and for a list of exclusions.
Taxes, VAT, Custom duties
We are exporters, our prices are without VAT. No taxes will therefore be required by the carrier for a delivery in European Community, nor after the delivery.
Our export company based in Hong Kong is not subject to VAT, we're not able to provide an Including Taxes invoice. Depending on the purchaser's country of residence, this purchaser will have to comply with the taxes legislation (VAT and Custom duties) with the local taxes and customs authority.
You purchase with bank transfer.
Your order is on hold, your purchase is pending during 3 or 4 days, time to get your payment. To the reception of this payment with the information allowing its identification (order number, last name and first name), you will be told about the reception of your payment. Reception delays of a bank transfer are 48 to 72 hours, depending on interbank agreements.
Can I cancel my order? How?
Please refer to our Cancellation & Returns page regarding order cancellations.
Can I claim manufacturer cash-back for the goods I buy from your website?
Goods that are purchased from our website cannot be claimed for cash-back, rebate programs and/or other promotional activities at their respective manufacturers.
The price of the item that I purchased from Prokaptur.com is cheaper now. How can I get a refund for the price difference?
You can't. Our listing prices fluctuate quite often due to various factors such as the demand and available supply of each specific item or due to currency fluctuations. Therefore, we are unable to grant price protection to our customers nor to collect any additional difference from them to match current listing price.
What will be the Menu Language for the camera I ordered from You?
The products we sell will generally come with the default international multi-language menu, which includes English and all other major european languages.
What will be the language of the Paper Manual for the product I ordered from You?
The paper manual provided in the item box will come in the language of the sourced region which may not be in English. We will provide your manual in PDF format.
I've changed my mind and my purchase does not fit me anymore.
You have up to 14 days to return the order in its original condition. You must return it to us at our head office in Hong Kong. Please let us know by sending an email. To do so, it is necessary that the product has not been used or shows signs of use, whether physical or inside the product. Products must be returned in their original condition: new, with all accessories and protective films for another use of the product as a new one. When we get the receipt and verification of your return, you will be refunded.
What kind of payment method does Prokaptur.com accept?
We currently accept bank wire payments.
Can I pay my order by installment?
We are sorry to inform you that we currently do not accept such payment method.
How long does it take for the items to be delivered?
Depending on destination it can take up to a total of 5/6 working days for the package to arrive to your door (delays can happen occasionally as there are many uncontrollable factors in the process of shipment).
Why is there no information available for the tracking number I am given?
We provide the customers with the tracking number of your package as soon as we have the information. However, this may mean that you could receive the tracking number before the courier company has updated their database or uploaded the information to their website. The tracking details will only be available after a while, sometimes taking up to 48 hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control.
What is your 14 Days Return Policy?
You can exercise the right to return an order within 14 days after the day you receive the goods. The return request has to be submitted and approved by our cancellation and returns department. For terms, conditions and instructions please check our Cancellation, & Returns page.
What happens if my package is lost or stolen while delivering?
If the package was lost by the carrier or if the product was stolen during shipment, please contact us immediately. We will send you the information you need about the product so you can file a complaint against the carrier at the nearest Police station. Then you can simply send us a copy of the statement that would have been given to you, with a copy of your ID. Please report a claim to the carrier too, and have keep your tracking number to facilitate the procedure.
We'll be able to give you a full refund only when we get all those documents. Unfortunately, we will not send a new package in case of a theft during delivery, because we prefer to wait for the end of the investigation by the carrier, which may take several months.