We understand that there may come a time where you need to return a product you have purchased from us. We want to make the returns process as simple and easy as possible for you.
What we ask of you:
You must check any product delivered to you to determine if it is damaged.
If a product is damaged on delivery, then you should refuse to take receipt of that product and notify by contacting our Customer Services team.
If you notice damage to a product after delivery, you should notify us within 14 days of delivery. If so, you may return the product to us in accordance with this clause.
If you wish to return a product that is not damaged and that was provided to you under these terms and conditions, then you may return that product in accordance with our Returns Policy.
How to complete your return:
You have 30 days to request a refund provided the purchased item is in the same condition as when it was purchased.
If you do not request a refund within the 30-day refund period, you forfeit this option and will not be eligible for a refund.
You must obtain a return authorisation before returning goods by contacting our Customer Services team.
Any costs incurred in sending the item back to us will be borne by you.
The tax invoice, docket or receipt you received with the Product is the best proof of your purchase (although it is not necessarily the only one).
Once we have established proof of purchase we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund or exchange. Depending on whether the defect or fault is assessed as either major or minor in nature then Pro Direct is entitled to choose between providing you with a replacement or refund.
We will provide you with a refund in the form of the previous payment method of payment. We will not refund the delivery fee where the products have been delivered to you unless you are returning the product because it was damaged.