Terms and conditions

GENERAL

General

These Terms and Conditions govern the relationship between Prado America LLC (“we,” “our,” “us”) and its customers (“you,” “your”) regarding the use of our products and services. By placing an order, you agree to these Terms and Conditions. Please read them carefully before making a purchase.

TRANSACTION TERMS

Product Pricing Prices are subject to change at any time without prior notice. To view pricing in your local currency, please select your respective region on our website.

Payment Methods We accept payment through Visa, Mastercard, AMEX, and Diner’s Club. Payment in full is required at the time the order is placed and confirmed.

Currency and Exchange Prado America LLC is not responsible for fluctuations in currency value, exchange rates, or any fees charged by credit card companies or financial institutions related to currency conversion.

ORDER FULFILLMENT

Taxation and import duties Prado America LLC ships from its United States warehouse to locations within the United States and Canada. Taxes applicable within the domestic region will be calculated based on the shipment’s destination. Customs or import duties incurred upon the package’s arrival in the destination country are the recipient’s responsibility. We disclaim responsibility for these charges and do not offer compensation or pre-shipment estimates for such expenses.


Delivery times Orders typically ship within 1-2 business days after ordering. After this period, standard shipping takes 3-7 days for delivery. Expedited shipping is available at checkout, with delivery within 2-4 days. Please note that these are estimated times provided by our carriers and are not guaranteed. Prado America LLC is not liable for shipment or delivery delays, including those due to customs processing.

SHIPPING POLICY

Order tracking Shipment tracking details will be accessible for 90 days following the date of dispatch.

Shipping Costs

Sockets & switches: online purchases

  • Orders under $250: Flat rate shipping fee of $10.
  • Orders over $250: Free shipping.

Fixtures / drivers / plasterkits: project based

  • For every shipment there is a flate rate shipping fee of $100

Shipping claims Alle products are carefully inspected prior to shipment.

Loss During Transit Prado America LLC disclaims liability for any loss or damage occurring during shipping or delivery. Missing shipments must be reported within 72h of the scheduled ship date.

Delivery Damages Transportation-related damages must be reported within 10 business days upon receipt. Please retain the original packaging as proof for validating claims. Otherwise, your order may no longer be eligible for replacement’

Delivery Parameters We offer shipping across the USA and Canada, excluding deliveries to PO boxes and APO/FPO addresses.

Package Retrieval Responsibility Prado America LLC is not accountable for packages not collected by the recipient, including any related fees incurred.

CANCELLATIONS • ORDERS FOR STANDARD ITEMS IN STOCK IN THE USA ARE SUBJECT TO A 50% CANCELLATION CHARGE. ALL NON STOCK ITEMS AND RELEASED TO PRODUCTION (in Belgium or in the USA), BUT NOT YET SHIPPED, ARE NOT CANCELLABLE. RELEASED ORDERS OF MODIFIED OR CUSTOM ITEMS ARE NOT CANCELLABLE. EXPEDITED ORDERS ARE NOT CANCELLABLE.

RETURN AND REFUND POLICY

At Prado America LLC, we strive to ensure customer satisfaction.
Below are the terms governing returns and refunds.

Eligibility for return

  • Items must be returned within 30 days of purchase.
  • Orders with a total order value below $20 aren’t eligible for refund.
  • Returned items must be in pristine, saleable condition with all original packaging intact:
    • Undamaged and unopened items: We charge a restocking fee of 15% of the purchase price.
    • Opened but undamaged items in original packaging: Refunded at 50% of the purchase price.
  • Custom finishes that are batch-made for specific projects are non-returnable.
  • All returned items will be inspected before refunds are issued. Items returned in used or unsaleable condition are not eligible for refunds.

Return process

  • Prior return approval is required. Items received without prior approval will not be eligible for a refund.
  • Request a return form via support@prado.com and include it with your original invoice in the return package.
  • Full kits must be returned if purchased as part of a kit.
  • Customers are responsible for arranging and covering the cost of return shipping. Ensure packages are clearly marked with “PRODUCT RETURNING” & adding the referral code on the box – this you will receive of support@prado.com. If required, import values should be declared at $2.00 per component to avoid customs fees. Returns incurring customs fees will be refused.

Refund processing

  • Allow up to 60 days for refunds to be processed after receipt and inspection of returned items.
  • Refunds will be credited to the original method of payment used for purchase. Shipping charges are non-refundable.

Additional instructions

  • Products must be received within ten business days of the Return Authorization issuance to qualify for a refund.
  • Automatic confirmation will be sent once the refund is processed.

WARRANTY AND SERVICE POLICY

Prado America LLC warrants that all fixtures sold will be free of defects in material or workmanship.

Warranty coverage

Prado America LLC offers a one-year warranty from the date of receipt against mechanical or manufacturing defects. This warranty applies only when our products are used as intended and without modifications. Any use of non-Prado America components or alterations to our products voids all warranties.

Repair or replacement

Prado America LLC offers a one-year warranty from the date of receipt against mechanical or manufacturing defects. This warranty applies only when our products are used as intended and without modifications. Any use of non-Prado America components or alterations to our products voids all warranties.

Exclusions from warranty

Prado America LLC is not liable for:

  • Costs related to installation, re-installation, removal, or repairs.
  • Damages resulting from incorrect installation or assembly.
  • Damages caused by adverse weather conditions or improper environments.
  • Damages resulting from improper cleaning solutions or methods.
  • Normal wear and tear.

Approval for Labor or Material Costs

Prado America LLC will not be responsible for any charge-backs or charges for labor or materials unless prior written approval has been obtained from an authorized representative. Such approval must be secured before incurring any work or expenses.

No Responsibility for Consequential Damages

Prado America LLC will not be responsible for any consequential or incidental damages arising from any breach of this warranty.

Limitations of Liability

Under no circumstances will Prado America LLC be liable for:

  • Special, consequential, indirect, incidental, statutory, exemplary, or punitive damages.
  • Loss of profits, revenue, life, limb, injury, liquidated damages, or loss of use, even if Prado America LLC has been informed of the possibility of such damages.
  • Total liability in connection with a product exceeding the purchase price of the product giving rise to the claim.

To the extent permitted by applicable law, these limitations and exclusions apply regardless of whether Prado America LLC’s liability arises from breach of contract, breach of warranty, tort (including negligence, gross negligence, malice, or intentional conduct), strict liability, operation of law, or otherwise.

Separate Warranty for Certain Components

Transformers, drivers, or any other power sources or control components may be covered by a separate manufacturer’s warranty. Prado America LLC makes no warranties regarding these items, which are sold “AS IS,” and accepts no responsibility or liability for them.

Limitations of liability

Under no circumstances will PRADO AMERICA LLC be liable for:

  • Special, consequential, indirect, incidental, statutory, exemplary, or punitive damages.
  • Loss of profits, revenue, life, limb, injury, liquidated damages, or loss of use, even if PRADO AMERICA LLC has been informed of the possibility of such damages.
  • The total liability of PRADO AMERICA LLC in connection with a product will in no case exceed the purchase price of the product giving rise to the claim.

To the extent permitted by applicable law, these limitations and exclusions will apply regardless of whether PRADO AMERICA LLC’s liability arises or results from breach of contract, breach of warranty, tort (including negligence, gross negligence, malice, or intentional conduct), strict liability, operation of law, or otherwise.

Lamps, ballasts, emergency battery packs, transformers, drivers, or any other power sources or control components may be covered by a separate manufacturer’s warranty. PRADO AMERICA LLC makes no warranties whatsoever regarding these items, which are sold “AS IS,” and accepts no responsibility or liability for them.

This warranty is void in cases where products are used or installed in a manner inconsistent with their intended design and use.

Termination and cancellation

Prado America LLC reserves the exclusive right to terminate access to our site or services and to decline or cancel orders at any time, at our sole discretion. Our commitment to quality and customer satisfaction drives our policies, and we aim to maintain a secure and respectful environment for all our customers.

Customer support

For any questions or assistance, reach out to us at support@prado.com or call us at (844) 378-4618. Our dedicated customer service team is here to ensure your experience with Prado America LLC exceeds your expectations.

Prado America LLC is committed to delivering excellence not only through our products but also through our after-sales support. We appreciate your trust in our brand and look forward to serving you.

PRIVACY POLICY

INFORMATION COLLECTION AND USE

Personal information you provide

We collect personal information when you:

  • Make a purchase.
  • Create an account.
  • Sign up for our newsletter.
  • Contact customer service.

This may include your name, address, email, phone number, payment information, and other data you provide. We use this information to:

  • Enhance your shopping experience.
  • Process transactions and fulfill orders.
  • Send updates about orders, products, and services.

Information collected automatically

We may collect data via cookies and similar technologies, including your IP address, browser type, and clickstream data. This information helps us:

  • Monitor against fraud.
  • Analyze trends and improve our services.

SHARING OF INFORMATION

We may share your data with third parties performing services on our behalf, such as payment processing and order fulfillment. These providers are authorized to use your data only for the purposes outlined.

YOUR RIGHTS AND CHOICES

  • Request access, correction, or deletion of your personal information by contacting service@prado.com.
  • Opt-out of promotional emails by following the unsubscribe link in our emails.

SECURITY

We implement reasonable safeguards to protect your personal information.

POSSIBLE CHANGES

We may update this policy. Material changes will be communicated via email or our site. Review this page periodically for updates.

CONTACT US

For questions about this Privacy Policy, email service@prado.com.