All goods supplied by ProKit UK are from official sources and covered by the normal 12 months retailer warranty (subject to: wear and tear, accidental damage and misuse). You can return any item within 14 days of receipt for a refund or to exchange the same item for an alternative size. The items must be returned in their original condition, which includes any packaging. For example, shoes must be returned along with the original shoe box, any tags attached and in new condition (not used outside or on an abrasive surface)
RETURNING YOUR GOODS IS SIMPLE
If an exchange or refund is required, then the items should be returned to us, within 14 days of receipt of your order, in their original condition and packaging and in a manner that the goods are then in a resaleable condition.
PLEASE NOTE: If ordering items with personalisation or with any badge on the item, these are exempt for return or exchange once printed, as goods cannot be resold due to the personalisation.
If you have ordered Teamwear items from ourselves, please note, there is a 25% re-stocking charge for returning or exchanging unprinted and unpersonalised garments. This is enforced by the manufacturers/suppliers and is at the discretion of ProKit UK. If you have ordered Club Shop items with a school or club badge unfortunately these are not eligible for return or exchange as they have been personalised.
Your statutory rights are not affected.
If you have found another item that you wish to exchange a product for, please return the original purchase to us, and we will gladly exchange the goods and resend them to yourself. (delivery charge will be re-charged at the discretion of the management)
When returning goods to us, please write the reason and request on the back of the invoice (or copy), wrap securely and return to the address listed below.
Please ensure that you obtain a certificate of postage as your insurance against loss or damage.
Personalisation costs will not be refunded if goods are deemed to be faulty. (These items are added at your request and are not the responsibility of the supplier)
In order to return items to us, they need to be pre-approved. You can do so by emailing [email protected] to request a returns form to fill out and send back within your parcel.
Any items sent back to us without a returns form may not be processed and either be refused or sent back to the original sender.
CLAIMS FOR NON ARRIVAL OF ORDER/RETURN
If your return is showing as scanned delivered to us but we have not yet processed it, please contact our customer service team. You will be required to allow us 10 business days from our acknowledgement of your claim to investigate all such claims. You will also need to fully co-operate in the investigation and provide us with all documentation that we request during the process. Failure to do so will result in a failed claim.
Regrettably online retailers are often targeted by criminals engaging in fraudulent activities which focus on claims of non-receipt of delivery or return (e.g., SE, DNA/LIT/MI scams, fraudulent EB/PEB claims, FTID returns, digitally altered POPs).
Crimes of this nature are very damaging to retailers and genuine consumers alike.
ProKit UK is acutely aware of the techniques employed by these criminals and as a result our investigation process is very thorough. As part of the process you may be required to provide some or all of the following:
• Proof of postage that will be passed to the carrier for verification that it has not been altered
• A signed and witnessed declaration indicating that the items being claimed as returned were legitimately returned by you and that the evidence supplied by you is true and not digitally altered
• If you are in the UK and the retail value of your return is over £250 or are not in the UK, you will be required to arrange your own carrier and will be liable for ensuring that it has the relevant tracking/insurance. If we do not successfully receive your returned items your claim would be with your carrier of choice and not Pro:Direct and you will need to satisfy their separate requirements for investigation of your claim.
No return claims will be exempt from investigation. Investigations will be executed as swiftly as possible; however, 10 working days is required to allow the retrieval and review of CCTV footage (from our own warehouse, local Post Offices and delivery driver dash cams/PDAs etc) and the completion/review of all relevant documentation.
Where the investigation concludes that an attempt to defraud the company has taken place, it is ProKit UK's policy to refer such cases for prosecution and all evidence collected will passed to the relevant authorities. We operate a zero tolerance to such criminal activity and are committed to protecting ourselves, our fellow online retailers and our customers from the increased costs that are associated with becoming a victim of these crimes.
If goods are thought to be faulty, please return them to our returns address as stated below, within a reasonable time of purchase.
If the goods are found to be faulty, a refund or exchange will be given according to the customer’s requirements.
Any customer has the right to cancel a product. If that product has already been dispatched, it can be returned to us in it’s original and resaleable condition and a refund will be given according to the customers wishes (excluding any carriage and handling charges)
WE CANNOT ACCEPT RESPONSIBILITY FOR GOODS LOST WHILE IN TRANSIT TO US