All goods supplied by Pro:Direct are from official sources and covered by the normal manufacturer's warranty. You can return any item within 28 days of receipt for a refund or to exchange the same item for an alternative size, but the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box, any tags attached and in new condition, (not used outside or on an abrasive surface).
UK customers - If you wish to return goods, please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.
You can visit https://www.royalmail.com/track-my-return/create/52; to create a free returns label. Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. We cannot be held responsible for items lost or delayed in transit on the way back to us.
Please note that we are unable to accept returns made in person to our Head Office.
Customers outside of UK – If you wish to return orders from outside of the UK you should contact our customer service team before making a return. Our team will advise on the best way to resolve the return query.
You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for.
You should return the item to the following address: Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ.
Please ensure that before passing your parcel to the carrier it is clearly marked as 'Returned British Goods - No Duties Due'. Failure to do so may prevent us from being able to accept your return.
Pro: Direct shall only reimburse your returns costs for a product if it is declared faulty by the returns department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:
- Returns being made from the EU - a maximum of £20/€23
- Returns being made from outside the EU - a maximum of £40/€45/US$65/AU$65
Faulty products - If you are not able to find a carrier please send us some pictures of the damage and we will see if we can process your claim without receiving the item back. Please note that we are not always able to process claims of faulty goods using images alone.
All goods will be inspected on return. We reserve the right to refuse a refund or exchange if the goods returned are deemed to be damaged or tampered with not in accordance with normal use. This does not affect your statutory rights.
Personalised items - Regrettably, we cannot accept a returned item that has been personalised unless it is a fault of the manufacturer.
If you believe that you have received a faulty product or there has been an error when personalising your item, please contact our customer service team who will be happy to help.