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Returning Products

  • complete-icon

    Complete

    Please complete the appropriate section on the returns form.
  • orders-icon

    Package

    Package your unused product in original condition with the returns form.
  • dispatch-icon

    Send

    Send to - Pro:Direct Running, Returns Dept, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ
Returns must be within 28 days of receipt.

Returns

  • What is your Returns Policy?

     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. The items must be returned in their original condition, which includes any packaging. For example, shoes must be returned along with the original show 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.

    Customer 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 your 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.
    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.
    You should return it to the following address: Pro:Direct, Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ.
    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$64 / AU$65

    Faulty item - 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 we are not always able to process claims of of faulty goods by images alone.

    Personalised item - Regrettably, we cannot accept a returned item that has been personalised unless it is a fault of the manufacturer. If you believe 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.
    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.

    Purchases made in November and December - We relax our returns policy concerning how soon items need to be returned over the Christmas period. Items purchased in November and December can be returned by the end of January, but all other aspects of the returns policy, as detailed above remain the same. Items still need to be returned in their original condition, along with all original packaging and tags. Extra care should be taken in the wrapping/unwrapping of items and ensure that the recipient tries them on in such a way that will keep the item in perfect condition

  • How do I return an item? (UK customer)

    If you find that the product is unsuitable, please return it in its original condition, unused with all its tags intact within 28 days of receipt for a refund.
    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.
    Please visit https://www.royalmail.com/track-my-return/create/52 to create a free returns label. 
    Please keep the receipt or tacking 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 on transit on the way back to us.
    We are unable to accept returns made in person to our Head Office.
    Personalised items - we will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.

  • How do I return an item? (Outside 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 you on the best way to resolve the return query, please contact our Customer Service team at customerservices@prodirectsport.com or call us on +44 (0)371 423 2020.
    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. 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 should return the item to the following address: Pro:Direct, 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
    You should be able to find a carrier within your region offering a parcel service below these costs. 
    Faulty items - 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.
    Personalised items - we will only accept personalised items for return of the personalisation is incorrect from the receipt of order or if the item is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product. 

  • Can I exchange my item for something else?

    We are currently only able to offer exchanges for the same item in an alternative size, which we will dispatch to you upon receipt of the returned item. Please complete the paperwork, indicating which size you would like to receive.
    We are not currently able to offer an exchange service for alternative items. There is however a way that you can still get the item that you would like and return the item that is no longer required. If you would like to return the item to us, providing it is in ‘as new’ condition, which includes showing no sign of wear on the item itself plus the labels, tags and all packaging you can do so by sending it back to our Returns Department:

    UK Customers - please visit https://www.royalmail.com/track-my-return/create/52 to create a free returns label.

    Outside of UK - please address return parcels to: Returns Department, Pro:Direct. 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.
    As  long as the Returns Department are happy with the condition of the item, they will provide you with a full refund and e-mail you to let you know that this has taken place.  

  • Have you received my returned item?

    As soon as we receive your returned item, we aim to process this for you within 3-5 working days (Monday-Friday).
    After the Returns department have processed this, you will receive an email to confirm this has been done.
    If you have not received an email from the Returns department, please check with the courier that the parcel has arrived back with us.
    If the parcel has not arrived back with us, please pursue with the courier you returned the order with.
    If the order has arrived back with us, please contact our Customer Service team at customerservices@prodirectsport.com or call us on +44 (0)371 423 2020 with your Order ID number and tracking number for the returned parcel so we can investigate and resolve the matter quickly for you.

  • Can I return an item that has been personalised?

    Pro:Direct Sport reserves the right to choose method, colour and position of any personalisation unless the customer specifies. Please be aware that we are unable to cover any manufacturers logo when personalising an item.
    We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.
    If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct Sport reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.
    If, however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected and we will be pleased to offer a refund.
    If an item is declared faulty, Pro:Direct Sport, will refund the cost of the returns postage having been provided an image of the postage receipt via email, or receiving a copy within the parcel.
    Pro:Direct Sport also reserves the right to refuse a faulty product if the product has been modified by a third party and as a result has contributed or caused the fault the Item has developed. 

Contact Us

Subject:

+44 (0) 371 423 2020

You can call us during the following times:
Monday - Friday 9am - 7pm
Our call centre is closed at the weekends and Bank holidays

You can chat to us using Pro:Direct Live Chat during the following times:
Monday - Friday 10am - 9pm
Saturday and Sunday 9am - 5.30pm
Pro:Direct Live Chat will not be available on Bank holidays.

You can email us at any time and we will aim to respond to you within one business day.