Returns

  • What is your return policy ?

    For the return of unwanted items, you can use our returns service within 28 days of receiving your order.
    Please return your order in "new" condition, i.e. the item itself, the tags and the original packaging must not show any signs of wear.
    Simply select the "Return" option displayed next to the relevant order in the "Order History" section on the "My Account" page. Please choose one of the available options and pay for shipping at the return portal. You remain responsible for returned items while they are in transit and until the items have been confirmed as received and inspected by Pro:Direct. When you have completed the return declaration, a receipt will have been provided to you. If there are any questions regarding your return, you will need to provide this receipt, which will then be authenticated with the carrier. If you do not provide a receipt, we will not be able to process your return. Please note that the option of arranging your own return to our depot turns out to be more expensive than the label you can purchase through our portal.
    Using our returns portal - For some countries we are unable to offer a returns service, but you will still have the option to print a label to return the item to the correct Pro:Direct warehouse via the portal back. You will need to arrange to return the item to us using the carrier of your choice. We recommend that you return your item to us using a registered/tracked delivery service (choosing your national courier is the cheapest option) as you are responsible for the item until we receive and sign it. Please ensure the product is packaged adequately, complete the returns form on the packing slip and if necessary add a brief note to the package explaining why the item is being returned. Once the return is complete, you will receive an automatic email, please check your emails.
    Faulty Items – If you wish to return your order due to a manufacturing fault, please contact our Customer Service team first and provide them with a few pictures of the faulty item so they can advise you further.  
    Personalised Items – Please note that personalised items cannot be returned, unless they have a manufacturing fault.


  • Can I exchange my item for something else?

    We are currently unable to offer exchanges; however, you may place a new order if you need to and mark your original order as no longer desired. Please return your order in "new" condition, i.e. the item itself, labels and original packaging must show no signs of wear.

    For the return of unwanted items, you can use our returns service within 28 days of receiving your order. Simply select the "Returns" option displayed next to the relevant order in the "Order History" section on the "My Account" page. Please choose one of the available options and pay for shipping on the returns portal. You remain responsible for returned items while they are in transit and until the items have been confirmed as received and inspected by Pro:Direct. Once you have completed the returns declaration, a receipt will have been provided. If there are any questions regarding your return, you will need to provide this receipt, which will then be authenticated with the carrier. If you do not provide a receipt, we will not be able to process your return.

  • Have you received my returned item?

    From the moment we receive your returned item, we process your request within 7 working days (Monday-Friday).
    Once the Returns Department has processed your request, you will receive an email confirming that this has been done. If you have not received an email from the returns department, please verify with the carrier that the package is returned to us.
    If the package has not reached us, please contact the carrier with which you returned the order.
    If the package has reached us, please contact our customer service at customerservices@prodirectsport.com and have your order number and the tracking number of the returned package ready so that we can inquire and resolve the problem as soon as possible.

  • 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 manufacturer 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 to customerservices@prodirectsport.com.
    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.

  • How do I return my faulty/wrong items?

    If you wish to return your order due to a manufacturing defect, please contact our customer service team first by emailing customerservices@prodirectsport.com and providing them with some photos of the faulty item so they can advise you further.

  • Do you offer a free service for returns?

    Pro Direct does not offer a free service for returns. As the customer, you are responsible for the costs incurred for a return, unless it turns out to be defective or wrong. We offer a return portal through which you can pay and create a return label yourself.
    Simply select the "Return" option displayed next to the order found in the "Order History" section of the "My Account" pages. Please choose one of the available options and pay for the transport in the returns portal.
    Please note that the option of arranging your own return to our depot turns out to be more expensive than the label you can purchase through our portal.

  • What happens if my order shows as returned to sender?

    If you track your order and can see a scan indicating that it was returned to sender, please contact our customer service team at customerservices@prodirectsport.com to let us know, whether you would like us to resend your order or issue a refund for it once we have received it back. 
    Please note that if you selected the personalisation option for your order, we need to resend it, as personalised items are non-refundable. 
    The time it takes for a returned parcel to arrive back at our warehouse varies between different couriers. With Deutsche Post the return can take several weeks, whereas DHL, DPD and UPS usually take 1-2 weeks to return a parcel to us. 

 

CUSTOMER SERVICE

The best way to contact our Customer Service Team is via our direct email address: customerservices@prodirectsport.com

We will respond to your enquiry within 24 hours

Customer Service team are operating 7 days a week (excluding UK Public Holidays )

You may also write to us at PDS Group, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ

Answers to the most commonly asked questions can be found within our Help & FAQ's section.