Returns

  • What is your Returns Policy?

    All goods supplied by Pro:Direct are from official sources and are covered by the normal manufacturer’s warranty. You can return any item within 28 days of receipt for a refund or exchange. We cannot accept personalized items back unless they are faulty.

    All items returned must be in their original condition including any packaging. For example, shoes must be returned in the original shoe box. All goods will be inspected on return. (ITEMS IN AN UNSALEABLE CONDITION e.g. WORN, WASHED, DAMAGED WILL NOT BE ACCEPTED FOR RETURN) The goods are your responsibility until they reach our warehouse. Please ensure you package your return well to prevent any damage to the items.

    You will generally need to pay for return, however if you are returning items for replacement we will dispatch the replacement goods to you free of charge.
    If you require a refund, we will refund the monetary value of the goods returned to us at the price you purchased them.

    If you wish to return goods for an exchange or refund please send the goods back in their original packaging with a courier of your choice. We cannot accept COD’s or packages marked "Bill Recipient". Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit.

    We strongly suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with the carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.

    All soccer gear is expected to experience some wear and tear, particularly footwear and goalkeeper gloves. If you encounter a fault with your item, this would usually become apparent within the first 2 months of purchase. Color loss, loose threads and minor abrasions are not considered a fault of manufacture.

    CLAIMS FOR NON ARRIVAL OF ORDER/RETURN 
    If your return is showing as scanned delivered to us but we have not yet processed it, please contact our customer service team. You will be required to allow us 10 business days from our acknowledgement of your claim to investigate all such claims. You will also need to fully co-operate in the investigation and provide us with all documentation that we request during the process. Failure to do so will result in a failed claim.
    Regrettably online retailers are often targeted by criminals engaging in fraudulent activities which focus on claims of non-receipt of delivery or return (e.g., SE, DNA/LIT/MI scams, fraudulent EB/PEB claims, FTID returns, digitally altered POPs).
    Crimes of this nature are very damaging to retailers and genuine consumers alike.
    Pro:Direct is acutely aware of the techniques employed by these criminals and as a result our investigation process is very thorough. As part of the process you may be required to provide some or all of the following:
    • Proof of postage that will be passed to the carrier for verification that it has not been altered
    • A signed and witnessed declaration indicating that the items being claimed as returned were legitimately returned by you and that the evidence supplied by you is true and not digitally altered
    No return claims will be exempt from investigation. Investigations will be executed as swiftly as possible; however, 10 working days is required to allow the retrieval and review of CCTV footage (from our own warehouse, local Post Offices and delivery driver dash cams/PDAs etc) and the completion/review of all relevant documentation.
    Where the investigation concludes that an attempt to defraud the company has taken place, it is Pro:Direct’s policy to refer such cases for prosecution and all evidence collected will passed to the relevant authorities. We operate a zero tolerance to such criminal activity and are committed to protecting ourselves, our fellow online retailers and our customers from the increased costs that are associated with becoming a victim of these crimes.

     
  • Can I exchange my item for something else?

    We are not currently able to offer exchanges; however you can place a new order if you require this and mark your original order as no longer required. Please return in new’ condition, which includes showing no sign of wear on the item itself plus the labels, tags and all packaging you can do so by sending it back to our Returns Department, by using the “Returns” option within the order history in My Account. In most cases you will be able to arrange a return via an approved carrier.

  • Have you received my returned item?

    As soon as we receive your returned item, we aim to process this for you within 7 working days (Monday-Friday).
    After the Returns department have processed this, you will receive an email to confirm this has been done.
    If you have not received an email from the Returns department, please check with the courier that the parcel has arrived back with us.
    If the parcel has not arrived back with us, please pursue with the courier you returned the order with.
    If the order has arrived back with us, please contact our Customer Service team at us.customer.service@prodirectsport.com with your Order ID number and tracking number for the returned parcel so we can investigate and resolve the matter quickly for you.

  • How do I return an item?

    Please return it in its original condition, unused with all packaging and tags intact, within 28 days of receipt for a refund or exchange.

    Please note that personalized items cannot be returned unless the product or personalization is deemed to have a fault of manufacture.

    On the dispatch note is a returns form and label, both of which explain the returns process and need to be filled out in the appropriate sections, so that we know what action to take.

    Please add a covering letter if you need to add more information or there is not enough room on the returns part of the dispatch note. We do not offer a free returns service. However, if you return items for replacement, we will dispatch the replacement goods to you free of charge.

    Please return the order to:

    PRO-DIRECT RETURNS DEPARTMENT
    Unipart Logistics
    3515 Naturally Fresh Blvd
    Suite 520
    College Park
    Atlanta, GA
    30349
    United States

    We endeavor to deal with returns within 72 hours of receiving your parcel, however it may take longer during busy periods (September, December and January).

    We strongly suggest that you use a tracked delivery service to return the goods to us (check which is appropriate with the carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.

  • 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 us.customer.service@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. 

    If an order has been personalised with Hero ID, then we may be able to make an exception, so that it can be returned. Please contact us.customer.service@prodirectsport.com for more details.

 

CUSTOMER SERVICE

The best way to contact our Customer Service Team is via our direct email address - us.customer.service@prodirectsport.com

Customer Service team are operating 5 days a week (excluding UK Public Holidays).

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