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Refund & Returns Policy


1. Items returned under our 28 day guarantee

If for any reason you are not happy with your order, or any part of it, within 28 days of receiving it, just send the items you don’t want back to us in an unused, saleable condition with the original packaging and we’ll refund the cost of the item(s) you’ve returned. Please ensure any swing tags are still attached.

Any item bought in a bundle or multi-buy offer will only be refunded at the item pre-discount cost minus the offer discount, unless all items constituting the multi-buy or bundle offer are returned at the same time.

When packing up your parcel, please make sure you detach the bottom part of the paperwork (dispatch note) from your order so that we know who the return is from. If you include your mobile number we’ll send you a text confirming that we’ve received the parcel and made your refund. 

Your refund will be made to the original debit or credit card that you used to pay for your order. If you have used an alternative method of payment, your refund will be made by this method or another more suitable method which we will advise you of.

You will be responsible for the cost of returning the items to us. We suggest that you obtain proof of posting as we cannot be held liable for returns that are not received by us. If the item is being returned because of an error on our part, or the item is damaged or defective, we will refund the return postage costs as well as the item cost (please see section 4 below).

Any items received which are not in their original condition will not be eligible for a refund/exchange. You will be offered the opportunity to have the items sent back to to you; however, you will be responsible for paying for your items to be redelivered.

Replacements and refunds will not be given if you have given us the wrong postal address to send your order to.

2. Cancellation

You are entitled to cancel your contract if you wish providing you do so within seven days of your contract with us. You will receive a full refund for your order should you cancel your contract under these conditions.
 
If you wish to cancel your contract prior to despatch of goods, please email info@proservegroup.com or telephone 01395 222975.
 
If your order has already been despatched please follow our returns information above in section 1. Please note that in these circumstances you will be responsible for the cost of returning the items to us and your refund will only be issued on receipt of your returned goods.

3. Exchanging non faulty items

If you are unhappy with any items and would like to exchange them for something else, return them to us as above and we will issue you with a refund (see our 28 day guarantee in section 1 above). As we do not keep your payment information you will need to create a new order with the items you want and pay as normal. You will be responsible for paying the delivery costs of exchanged items on your new order.

4. Items returned because they are damaged, defective or incorrect

We reserve the right to return any faulty goods to the manufacturer for inspection before replacement or refund.

If you are returning an item because of an error on our part, or the item is damaged or defective, we will refund the return postage costs. Please use standard 2nd class post with proof of posting for items under 1kg in weight, and standard parcel delivery for items over 1kg. If you return the items any other way, you will be liable to pay any extra postage costs incurred.

We will only refund the return postage costs of faulty items. If you are returning non faulty items you will be responsible for paying the cost to return these (please see section 1 above).

If a faulty item is essential for your child to wear to school and he or she has no alternative, you may wish to purchase and receive a replacement before returning the faulty item. When we receive the item you believe to be faulty we will issue your refund and the postage costs.

If a garment you return is not deemed to be faulty by ourselves we will seek the manufacturers’ assessment before any decision regarding a refund is made. In these circumstances, we will contact you to advise you of this investigation.

If you wish to ring us before returning any faulty items or items you have received because of an error on our part, please call 01395 222975.

5. Items returned to us after a failed delivery attempt

If your order is returned to us due to a failed delivery attempt by the Royal Mail or Courier Company, you will be responsible for paying for your order to be redelivered. If you do not want to pay for your order to be redelivered, we will refund your order minus the original postage costs.

6. Returns Address

Our returns address is: Proserve, 3 Dinan Way Trading Estate, Concorde Way, Exmouth EX8 4RS
Our telephone is: 01395 222975
Our returns email is: info@proservegroup.com
Just some of the brands we can supply