Orders and Returns

This Returns policy is in accordance with the EU Distance Selling Directive which came into force in October 2000 and is part of UK law under the Consumer Protection (Distance Selling) Regulations 2000.

This law applies to all transactions within the UK where a consumer does not meet the vendor. Contracts between businesses are not governed by these regulations.

Cooling Off Period & Cancellations

In accordance with the law, you have a 14-day 'cooling off period' in which you have the right to cancel your purchase and receive a full refund for the goods (excluding the delivery charge). You do not need to give a reason for cancelling your purchase during this time.

Refund Process

Providing that unwanted goods are received by us in an unused, unopened, and resaleable condition within 30 days of delivery, we will refund payment for the goods upon receipt. This excludes the original delivery charge incurred to dispatch your order to you.

• Orders placed by credit or debit card from this website will be refunded directly to your credit or debit card.
• Orders paid for by PayPal will be refunded via PayPal.
• Orders placed by other means will be refunded by cheque.

All refunds will be made within 3 days of return of goods and will amount to the cost of the goods, including VAT.

Return Shipping & Liability

When you are sending items back to us, we cannot accept liability for goods lost or damaged during transit.

The customer has a duty of care while the goods are in their possession, and they are the customer's responsibility until the goods have been received by us. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery.

Please remember to give us your name, address, and a copy of your purchase receipt inside the parcel.

Condition of Returned Goods

Any item returned must be in an unused and resaleable condition. Goods must be returned in full pack quantities. We cannot offer any refunds if a partial pack quantity is returned.

In the unlikely event that you should receive damaged or defective products, please continue with this returns process and state the problem where appropriate. Our customer services team will contact you to further investigate the problem. Please also refer to our Terms and Conditions.

Contact Us

Should you wish to cancel your purchase or arrange a return, please contact us by phone or email:

• Phone: 0845 094 5253 / 01704 893 590 / 01704 895 102
• Email: sales@propacgroup.co.uk or steve@propacgroup.co.uk