SHIPPING & RETURNS
SHIPPING POLICY
Terms of Delivery:
All orders are normally dispatched within 24 working hours (excluding bank holidays and weekends) depending on stock availability. You will receive a dispatch confirmation email from us when your order has been sent.
If there is a delay in the supply of goods we will advise you as soon as practically possible.
Orders will be dispatched to the delivery address specified at checkout when you place your order.
Please note that you are solely responsible for providing the correct delivery address when you place your order and we cannot be held responsible for items shipped to incorrectly submitted addresses.
If you notice that you made an error when entering your delivery address please contact us ASAP after placing your order and we will do our very best to correct it before your order is dispatched.
Please note that we cannot deliver to PO boxes.
Delivery Guide:
Free delivery is offered on all UK orders via Royal Mail.
We typically see 99% of orders arrive within 2-3 working days after dispatch.
Once your order has dispatched, you may monitor the progress of your delivery directly with Royal Mail by using the tracking link and tracking number provided in your dispatch confirmation email.
Unfortunately despite our best efforts we cannot control delivery times once an order has been shipped from our fulfilment centre and occasionally they can take a little longer. Please allow 5 working days after dispatch for your order to arrive before enquiring about your delivery.
We are always here to help with any delivery issues you encounter. We will work to resolve any delivery issues encountered promptly and efficiently and we will do whatever it takes to ensure that you receive your order safely.
If you ever have any concerns or questions then please email us at info@protiv.co.uk and we will be happy to assist you in any way that we can.
Damaged Products:
Whilst we try very hard to deliver our item to you in perfect condition, in the event that it does arrive damaged we will replace it for you, free of charge.
To report a damaged product to us please email us at info@protiv.co.uk and we will take care of this for you immediately.
RETURN POLICY
What is your Return Policy?
Our returns policy is simple! You have 28 days from the date of receiving your item to initiate a return. We accept returns for all orders, provided they meet the following criteria:
All products must be in pristine condition
Products must be unopened, unused and any seals intact
If you received a damaged, faulty or incorrect item, please contact our customer service team who will resolve this for you on a case-by-case basis.
Please note, we don’t offer exchanges. You will need to place a new order and return your original for a refund.
How do I Return an item?
To arrange a return, please contact our customer service either via email at info@protiv.co.uk or alternatively you can contact us via what's app at 07442915758 and our team will assist you with every step
Can I Return a product if I no longer want it?
We want all of our customers to enjoy their products, so if you’re not happy with your order you can send it back to us. To start your return, please contact us as stated above.
What happens once my item is returned?
Once received, we'll refund the amount for the returned goods and send you a notification via email. This can take 3-5 working days from the date we receive the return.
When will I receive my refund?
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it's on its way!
If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service Team.