Returns & Refunds Policy

This Returns & Refunds Policy explains the terms on which goods purchased from Pronto Direct Limited may be returned and refunded, together with the statutory rights that may apply to consumers.

This Returns & Refunds Policy, together with our Terms of Service, governs all returns and refunds.

Our Returns page provides practical guidance only. Any return service or charge shown there is subject to the eligibility, size, weight and carrier restrictions set out in this policy.

Nothing in this policy is intended to exclude, restrict or otherwise affect any rights which cannot lawfully be excluded or restricted.

1. About Us

Pronto Direct is operated by Pronto Direct Limited, a company registered in England and Wales under company number 09633226.

VAT registration number: GB230889003

For returns enquiries, please contact our Customer Services team:

Email: [email protected]
Telephone: 01268 414 418

Our registered office is not our returns address. Please do not send returned goods to our registered office. Return instructions and the applicable returns address will be provided when your return is authorised.

2. Business Customers and Consumers

Different rights may apply depending on whether you are purchasing as a business customer or as a consumer.

For the purposes of this policy, a consumer is an individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession.

A business customer is a person or organisation purchasing wholly or mainly for purposes relating to a trade, business, craft or profession.

Orders placed by limited companies, partnerships, public bodies and other organisations will ordinarily be business purchases. An individual or sole trader may nevertheless qualify as a consumer where the purchase is made wholly or mainly for purposes outside their business.

The statutory consumer rights described in this policy apply only where the customer qualifies as a consumer under applicable law.

3. Our Standard 30-Day Returns Policy

In addition to any statutory rights that may apply, Pronto Direct offers a standard returns policy on eligible products.

To return an item under our standard returns policy:

A return request must be submitted within 30 days of the invoice date.
The returned goods must also be received by us within 30 days of the invoice date.
The goods must be unused, unworn and unwashed.
All original tags, packaging and, where applicable, seals must remain intact.
The goods must be free from marks, odours, damage or other signs of use.
The goods must otherwise satisfy the requirements of this policy.

Returns under our standard returns policy are subject to approval.

A return request can be submitted through our online returns service at prontodirect.co.uk/returns/.

Once your request has been reviewed, we will provide instructions explaining how the goods should be returned. Please do not send goods back until you have received these instructions.

4. Return Costs and the £5 Return Fee

The method and cost of returning goods will depend on the reason for the return and the size, weight and nature of the goods.

For eligible returns under our standard returns policy, we will normally provide a Royal Mail returns service where the goods are suitable for that service.

Standard Royal Mail Returns

Where we provide a prepaid Royal Mail return label or collection service, a £5 return processing and carriage fee will be deducted from your refund.

This fee contributes towards the processing and return carriage associated with the service we provide.

Large, Heavy or Bulky Returns

Some products or orders may be too large, heavy, bulky, voluminous or otherwise unsuitable for our standard Royal Mail returns service.

Where we determine that a return cannot reasonably be made using our standard Royal Mail service, you will normally be responsible for arranging and paying for the return of the goods using a suitable carrier.

In these circumstances, the £5 return processing and carriage fee will not be charged.

We will advise you during the return authorisation process if you need to arrange the return yourself and will provide the appropriate returns address and instructions.

Customers should not arrange their own return instead of using a return service offered by us unless we have agreed that they may do so.

Returns Resulting From an Error by Us

Where, after reviewing the circumstances, we determine that a return is required because of an error for which Pronto Direct is responsible, the £5 return processing and carriage fee will not apply.

This may include, for example:

The wrong product being supplied.
The wrong size, colour or quantity being supplied by us.
Goods being accepted by us as faulty.
Goods being accepted by us as damaged on arrival.
Another fulfilment or supply error attributable to us.

Where appropriate, we will provide a suitable prepaid return service, arrange collection or otherwise bear the reasonable cost of returning the affected goods.

If we ask you to arrange the return yourself, you should agree the return method and cost with us before booking the carrier. We are not obliged to reimburse unnecessarily expensive or enhanced return services where a reasonable alternative was available.

Nothing in this section restricts any statutory rights available to consumers in relation to faulty, damaged, incorrectly supplied or otherwise non-conforming goods.

One Order Per Return

Each return request may relate to goods from one order only.

If you need to return goods from more than one order, a separate return request must be submitted for each order.

5. Original Delivery Charges

Where goods are returned solely under our standard 30-day returns policy because they are no longer required, the wrong size or product was ordered, or for another change-of-mind reason, the original delivery charges paid on the order will not normally be refunded.

This applies even where all items from an order are returned under our standard returns policy.

This does not affect any entitlement to a refund of delivery charges arising under applicable consumer law, including where a consumer validly exercises a statutory right to cancel.

6. Items Excluded From Our Standard Returns Policy

Unless goods are faulty, incorrectly supplied or applicable law requires otherwise, the following are excluded from our standard 30-day returns policy:

Products personalised, customised, printed or embroidered at your request.
Perishable goods.
Hazardous materials or flammable products.
Health and personal care products where their nature, use or condition makes them unsuitable for return.
Goods which have been used, worn or washed.
Goods which have been damaged after delivery.
Goods with missing tags, packaging, components or accessories.
Goods which are otherwise not returned in the condition required by this policy.

These exclusions relate to our standard returns policy. Where you are a consumer, separate statutory rights may apply and are explained later in this policy.

7. Personalised, Printed and Embroidered Products

Products which have been embroidered, printed, altered or otherwise personalised or customised to your requirements cannot normally be returned because they are no longer required, the wrong size was ordered or you have otherwise changed your mind.

This includes garments and other products customised using artwork, logos, names, text or other specifications supplied or approved by you.

This exclusion does not apply where the goods are faulty, have not been produced in accordance with the agreed specification, or have been incorrectly produced as a result of an error by us.

8. Productions, Events and Temporary Use

Goods must not be purchased with the intention of being worn or used for filming, television, theatre, performances, productions, events, costumes or another temporary purpose and subsequently returned as unused goods.

Where we reasonably believe goods have been purchased for temporary use and have subsequently been worn, used or handled beyond what is permitted under our standard returns policy, we may refuse the return.

Where applicable law permits, we may alternatively make an appropriate deduction from any refund to reflect the condition or reduction in value of the goods.

This section does not restrict any statutory rights available to consumers.

9. Exchanges

We do not currently offer exchanges.

If you require a different size, colour or product, please place a new order and return the unwanted goods separately where they are eligible for return.

10. Refunds Under Our Standard Returns Policy

Once returned goods have been received, we will inspect them before approving the refund.

Approved refunds are normally processed within 5 working days of us receiving and inspecting the returned goods.

Depending on your bank, card issuer or payment provider, it may take an additional 5 working days for the refunded amount to appear in your account after we have issued it.

Where applicable, the £5 return processing and carriage fee and any other deductions permitted under this policy will be deducted before the refund is issued.

Refunds will normally be made using the original payment method.

11. Statutory Right to Cancel an Online Order

The following sections apply where you are purchasing as a consumer.

These rights are separate from our standard 30-day returns policy.

Consumers purchasing goods online, by telephone or through another qualifying distance contract generally have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Subject to the statutory exceptions, you may cancel an eligible order without giving a reason.

For most goods, the cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, takes physical possession of the goods.

Where multiple goods are ordered together but delivered separately, the cancellation period will generally run from the day on which the final goods are received.

These cancellation rights do not replace our standard returns policy. Depending on the circumstances, you may have rights under either or both.

12. How to Exercise Your Statutory Right to Cancel

You must clearly inform us of your decision to cancel before the applicable cancellation period expires.

You can notify us by emailing:

[email protected]

Please use the subject “Right to Cancel” and provide your order number and details of the goods you wish to cancel.

You may also communicate your decision through our online returns service or by using the model cancellation form at the end of this policy.

You do not have to use any particular wording or form provided that your communication clearly informs us that you wish to cancel the contract.

A clear cancellation communicated through our online returns service within the statutory cancellation period will not lose its status as a statutory cancellation merely because our online returns form was used.

13. Returning Goods Following a Statutory Cancellation

After informing us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.

Unless we have agreed to bear the return cost, you will normally be responsible for the direct cost of returning the goods following a change-of-mind statutory cancellation.

Our standard £5 return processing and carriage fee does not apply to a statutory cancellation where you arrange and pay for the return yourself.

Please contact us for return instructions and the correct returns address before sending any goods.

Large or Bulky Goods

Some goods, because of their size, weight or nature, cannot normally be returned by post.

Where applicable, information concerning the cost of returning such goods will be provided in accordance with our obligations under consumer law.

Where the law requires us to have informed you of a return cost before you entered into the contract and we have failed to provide the required information, you will not be required to bear that cost where the applicable law provides accordingly.

Please contact us before arranging the return of any large, heavy, bulky or unusually difficult-to-transport goods.

14. Condition of Goods Following Statutory Cancellation

Consumers are entitled to inspect goods to establish their nature, characteristics and functioning in broadly the same way as they would reasonably be permitted to examine them in a shop.

You may be responsible for any reduction in the value of the goods caused by handling them beyond what is reasonably necessary for this purpose.

Where permitted by law, we may therefore make an appropriate deduction from your refund to reflect diminished value resulting from unnecessary handling, use, damage or deterioration.

A reduction in the value of goods does not, by itself, automatically remove a consumer’s statutory right to cancel.

15. Exceptions to the Statutory Right to Cancel

The statutory change-of-mind cancellation right does not apply, or may cease to apply, to certain categories of goods specified by law.

Relevant examples include:

Goods made to your specifications or which are clearly personalised, including products printed or embroidered specifically for you.
Goods which are liable to deteriorate or expire rapidly.
Sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.
Goods which, after delivery, become inseparably mixed with other items.

Whether a statutory exception applies will depend on the particular product and circumstances.

These exceptions relate to the statutory change-of-mind cancellation right. They do not remove any rights you may have where goods are faulty, incorrectly supplied, not as described or otherwise fail to conform to the contract.

16. Refunds Following Statutory Cancellation

Where a consumer validly cancels an eligible contract, we will refund all amounts which we are required to refund by law.

This will ordinarily include:

The price paid for the cancelled goods.
Where applicable, the cost of our least expensive standard delivery method.

If you selected an enhanced or more expensive delivery service, such as an expedited delivery option, we are not required to refund the additional amount paid above the cost of the least expensive standard delivery option available to you.

Any entitlement to a refund of delivery charges where only part of an order is cancelled will be determined in accordance with applicable consumer law and the circumstances of the order.

Where goods are being returned following cancellation, we may withhold the refund until:

We have received the returned goods; or
You provide satisfactory evidence that you have sent the goods back,

whichever occurs first.

We will make the refund without undue delay and within the period required by law.

Unless otherwise agreed, refunds will be made using the same payment method used for the original transaction and you will not be charged a fee by us for receiving the refund.

17. Goods Supplied Incorrectly or Due to an Error by Us

If you believe that we have supplied the wrong goods, an incorrect quantity, the wrong size or colour, or have otherwise made an error in fulfilling your order, please contact us as soon as reasonably possible.

We may ask you to provide photographs or other reasonable information so that we can investigate the issue.

Where we determine that the return is required because of an error for which we are responsible:

The £5 return processing and carriage fee will not apply.
You will not normally be required to pay the reasonable return carriage costs.
We may provide an appropriate prepaid return service.
We may arrange collection of the goods.
Where agreed in advance, we may reimburse the reasonable cost of returning the goods yourself.

The appropriate return method will depend on the size, weight and nature of the goods.

18. Faulty or Damaged Goods

Our standard change-of-mind returns conditions do not restrict any rights you may have where goods are faulty, damaged, not as described, not fit for purpose or otherwise fail to conform to the contract.

If you believe there is a problem with your order, please notify us as soon as reasonably possible and provide your order number together with details of the issue.

We may ask for photographs, batch information or other reasonable evidence to help us investigate the problem.

Please do not dispose of potentially faulty or damaged goods unless we have agreed that you may do so.

Where goods are accepted by us as faulty, damaged or otherwise incorrectly supplied, or where we are legally responsible for the return:

The £5 standard return fee will not apply.
We will arrange an appropriate return method or bear the reasonable return cost where required.

19. Consumer Rights for Faulty Goods

Consumers have statutory rights under the Consumer Rights Act 2015.

Among other requirements, goods supplied to consumers must be:

Of satisfactory quality.
Fit for any particular purpose made known to us.
As described.

Consumers will normally have a statutory short-term right to reject qualifying faulty or non-conforming goods during the first 30 days, subject to the provisions of the Consumer Rights Act 2015.

After the short-term right to reject has expired, consumers may have rights to a repair or replacement and, in appropriate circumstances, a price reduction or final right to reject the goods.

Where a consumer validly rejects faulty or non-conforming goods, we will bear the reasonable costs of returning those goods where required by law.

Nothing in this policy excludes, restricts or replaces these statutory rights.

20. Business Customers

Business customers do not receive the statutory change-of-mind cancellation rights provided to consumers under the Consumer Contracts Regulations.

Where a business customer wishes to return goods because they are no longer required, were ordered incorrectly or for another change-of-mind reason, the return will be considered under our standard returns policy and any other applicable contractual terms.

Business customers should inspect goods following delivery and notify us of shortages, damage, incorrect goods or apparent defects as soon as reasonably possible.

Nothing in this policy excludes or restricts any rights or remedies available to a business customer which cannot lawfully be excluded or restricted.

21. Return Authorisation and Instructions

All returns should be notified to us before goods are sent back.

For standard returns, please use our online returns service:

Start a Return Request

Once your request has been reviewed, we will provide the relevant return instructions.

The return method may vary depending on:

The reason for the return.
The dimensions and weight of the goods.
The number of cartons or packages.
The nature of the goods.
Whether we are responsible for the cost of returning them.

Please do not send goods to our registered office.

22. Returning Large or Unusual Goods

Large, heavy, bulky, voluminous or unusually shaped goods may require a specialist or commercial carrier rather than our standard Royal Mail returns service.

If we advise you that the goods are unsuitable for our Royal Mail returns service and the return is being made under our standard change-of-mind policy, you will normally be required to arrange and pay for the return yourself.

The £5 return processing and carriage fee will not be charged in these circumstances.

Where we are responsible for the return, we may arrange a suitable carrier or collection ourselves.

Customers should not book an expensive, specialist or premium return service at our expense without obtaining our agreement beforehand.

23. Hazardous or Restricted Goods

Certain hazardous, flammable, contaminated or otherwise restricted products may be subject to specific transport requirements.

You must not return these products using Royal Mail or another carrier unless that carrier is legally permitted to carry the goods and the return method has been approved where necessary.

Please contact us before attempting to return any hazardous or restricted product.

24. Proof of Purchase

We may require reasonable proof that goods were purchased from Pronto Direct before accepting a return or processing a refund.

For orders placed through our website, your order number will normally be sufficient.

25. Proof of Return

Where you arrange your own return, you should use an appropriate delivery service and retain proof of postage, collection or consignment until your return has been received and processed.

We may request this evidence if a returned consignment cannot be located.

26. How This Policy Affects Your Legal Rights

Our standard 30-day returns policy provides contractual return rights in addition to any rights provided by law.

Where there is any conflict between our standard returns policy and a mandatory statutory right available to a consumer, the statutory right will take precedence.

Nothing in this policy excludes or limits liability or customer rights where it would be unlawful for us to do so.

27. Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our business, returns processes, delivery services or applicable law.

The policy applicable to an order will be considered together with the contractual and statutory rights which applied when the relevant contract was entered into.