Returns And Exchanges
We are confident that you will love your new PROMA KIT™ purchase(s) but if for any reason you are not entirely satisfied with your order, you may return your unused order to us within 14 days of receiving your goods and receive a full refund for the amount of your purchase. Regretfully delivery and handling fees are non refundable.
If you require a refund we will refund you within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us in their original condition within 14 working days of delivery.
You are under a duty to take reasonable care of the goods, which means the goods must be returned to us unused, in their original condition. We cannot accept returned goods that we believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for the goods to be returned to you within 14 days of our notification.
If you return items to us, you will be responsible for the return signed postage for which you will need to keep proof of receipt. Return postage must be via recorded delivery as we cannot accept liability for any returned goods lost in transit.
Please note; refunds will only be refunded back onto the credit/debit card that was originally used.
How to return
If you need to return your order, please email us at firstname.lastname@example.org including your order number, name, contact details and the reason why you are not satisfied, and we shall give you further information on our returns process.
On instruction please return your items to us in a securely sealed parcel, including within, a note of your original order details stating your name, address and order number. You should retain your proof of postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
The returns charge will only be refunded if we sent you the wrong product or the product had a fault. If this is the case please include a copy of your postage receipt in the returned parcel, as we are unable to refund without it.
Processing your refund
If your refund is approved, we will process it within 14 days of receiving your returned goods, provided that you have returned them to us in their original condition.
Damaged or faulty goods
If the goods you received are damaged or faulty in any way, or not what you originally ordered, please contact us with your name, order number and discrepancy information at: email@example.com and we will be happy to arrange an exchange or offer you a refund. An exchange will be posted within 14 working days of the returned items being returned.
Once goods are received, customers are liable for their purchased product. Please do not over-fill your 'six section bag' or pack them under heavy weighted items, as this could cause damage to the bag or cause the sections to weaken. Whilst the sections have been made from high quality, strong acrylic material they are still able to break under heavy pressure. If this happens, it is up to customers to contact us at firstname.lastname@example.org with images of the damage and an account of how the damage occurred. If there was a fault from our side, then our refund policy will apply. If however we feel the damage is due to negligence on the customers behalf, we reserve the right to charge the customer for a replacement section along with re-delivery costs.