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Returns

  • Can I arrange a Return online?

    We currently offer a returns service you can pay for through our portal for most EU countries. There are a few exceptions where no service is available at the moment, but you are still able to create an address label and arrange and pay for a return through a courier of your choice. Please check the list below to see if we offer a returns service for your country:

    Country Returns accepted in the Portal
    Austria Can be arranged online in the Returns portal
    Belgium Can be arranged online in the Returns portal
    Bulgaria Can be arranged online in the Returns portal
    Croatia Not available yet, please create a label and arrange a return via local courier
    Czechia Can be arranged online in the Returns portal
    Denmark Can be arranged online in the Returns portal
    Estonia Can be arranged online in the Returns portal
    Finland Can be arranged online in the Returns portal
    France Can be arranged online in the Returns portal
    Germany Can be arranged online in the Returns portal
    Greece Can be arranged online in the Returns portal
    Hungary Can be arranged online in the Returns portal
    Ireland Can be arranged online in the Returns portal
    Italy Not available yet, please create a label and arrange a return via local courier
    Latvia Can be arranged online in the Returns portal
    Liechtenstein Not available yet, please create a label and arrange a return via local courier
    Lithuania Can be arranged online in the Returns portal
    Luxembourg Can be arranged online in the Returns portal
    Monaco Not available yet, please create a label and arrange a return via local courier
    Netherlands Can be arranged online in the Returns portal
    Norway Not available yet, please create a label and arrange a return via local courier
    Poland Can be arranged online in the Returns portal
    Portugal Can be arranged online in the Returns portal
    Romania Can be arranged online in the Returns portal
    San Marino Not available yet, please create a label and arrange a return via local courier
    Slovakia Can be arranged online in the Returns portal
    Slovenia Can be arranged online in the Returns portal
    Spain Can be arranged online in the Returns portal
    Sweden Can be arranged online in the Returns portal
    Switzerland Not available yet, please create a label and arrange a return via local courier

     

  • Im not in the UK, How do I return my order?

    For all returns from outside of the UK - Please request a return through our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please follow the instructions within the portal and choose one of the available returns services, and pay for the carriage within the returns portal. This will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.                                                                                                             

    For some countries we are not able to offer a return service but you will still be able to print a label for returning the item to the correct Pro-Direct warehouse via the returns portal. You should then 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.

    Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

    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?

    For all returns in the UK- please note we will offer a refund, or you can exchange for the same item,  alternative size if it's still available. You may wish to use our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please choose one of the options: Free paperless returns via Asda2U, InPost Locker or choose our paid returns with  print in store with Collect+.or return via Royal Mail. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with the carrier. Failure to provide a receipt which can be successfully authenticated by the carrier will result in us being unable to process your return.

    For all returns from outside the UK - Please note we can offer a refund only, and you can return through our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please follow the instructions within the portal and choose one of the available returns services, and pay for the carriage within the returns portal. This will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.                                                                                                              

    For some countries we are not able to offer a return service but you will still be able to print a label for returning the item to the correct Pro:Direct warehouse via the returns portal. You should then 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.

    Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

  • Have you received my returned item?

    As soon as we receive your returned item, we aim to process this for you within 7 working days (Monday-Friday). Please note that should we request a postage receipt and tracking numver this may take up to 28 working days to complete an investigation in the event of us not receiving the returned order.
    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 quoting 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. 

 

CUSTOMER SERVICE

Answers to the most commonly asked questions can be found within our Help and FAQs section.

If you do still need to contact us then the best way to do this will be to email customerservices@prodirectsport.com.

Customer Service operate over 7 days

Pro Direct Live Chat available Monday - Friday