Frequently
Asked Questions

VAT is charged for buyers located in the EU who do not provide a valid VAT ID number. VAT is NOT charged for EU buyers with a valid VAT ID, and for all buyers from outside the EU.

When a product is added to the cart, VAT is applied by default. For EU customers — fill in your company details and valid VAT number at checkout and it will be deducted automatically. For non-EU customers — VAT disappears automatically once you select your country.

All products ship from Bulgaria, EU. When shipped to non-EU countries, packages may be subject to import taxes, customs duties and fees imposed by the destination country. The buyer is fully responsible for complying with their country’s import regulations. Alegro Prodecoder Ltd. cannot predict, calculate or collect these charges.

We ship worldwide via DHL Express. If you have specific delivery requirements please contact us at info@prodecoders.com before placing your order.

Yes. Once your order is dispatched you will receive a DHL tracking number by email so you can monitor your delivery in real time.

All Prodecoder® tools are professional instruments prepared and dispatched specifically upon order. Returns are not accepted. Once a tool has been used, it cannot be returned as any wear or damage is considered the result of the customer’s handling and use. If you receive an item that is defective or incorrect, please contact us within 48 hours of delivery with supporting photos and we will assess the situation on an individual basis.

All orders are charged in EUR (Euro).

Shipping cost depends on the quantity and destination and is automatically calculated on the cart page before checkout.

We accept Stripe (credit and debit cards) and Direct Bank Transfer. For other payment arrangements please contact us at info@prodecoders.com.

Yes, if your order has not yet been shipped. Contact us immediately at info@prodecoders.com and we will do our best to accommodate your request.

We keep all products in stock and aim to dispatch within 1-2 business days of payment confirmation. You will receive a tracking number once your order is shipped.

Our tools are professional-grade instruments designed for licensed locksmiths, security professionals and law enforcement.

By placing an order you confirm that you are a qualified professional and that the purchase, possession and use of these tools is permitted under the laws of your country, state or jurisdiction.

It is entirely and solely the buyer’s responsibility to research, understand and comply with all applicable laws and regulations in their country or jurisdiction before placing an order. Alegro Prodecoder Ltd. bears no responsibility whatsoever for any unlawful purchase, possession or use of our products and will not be held liable under any circumstances.

Yes. All tools come with instructions and we provide video demonstrations for every product. Full video guides are available on our website in the Videos section and on our YouTube channel.

All Prodecoder® tools are fully tested before dispatch. As proof of quality, we record and provide a test video for each individual order so you can verify the tool was working perfectly before shipping. Our warranty covers manufacturing defects only. Damage resulting from improper use, excessive force or user error is not covered. If you believe you have received a defective product, contact us within 48 hours of delivery.

Yes. We welcome B2B and bulk orders. For inquiries regarding volume discounts, wholesale pricing or distributor arrangements, please contact us directly at info@prodecoders.com and our team will get back to you with a tailored offer.