Returns

  • Can I return my Christmas gift if the usual return period has expired?

    Please note that we have extended the returns period for all items purchased after 1st November, providing that all other terms of the returns policy are met.
    Items purchased after the above date can be returned to us if unsuitable until 31st January.

  • Can I return my Order if I'm in the UK?

    All goods supplied by Pro:Direct are from official sources and covered by the retailer warranty. You can return any item within 28 days of receipt for a refund. If you have ordered and are in the UK we can also offer an exchange for the the same item for an alternative size but the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box, any tags attached and in new condition, (not used outside or on an abrasive surface). 

    If you are in the UK -.Simply select the “Return” option displayed against the order in your “My Account” pages. Please choose one of the options: Free paperless returns via Asda2U, InPost Locker or choose our paid returns with  print in store with Collect+ or return via Royal Mail. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with the carrier. Failure to provide a receipt which can be successfully authenticated by the carrier will result in us being unable to process your return.

    For some countries, we are not able to offer a return service, but you will still be able to print a label for returning the item to the correct Pro-Direct warehouse via the returns' portal. You should then arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost-effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and, if required, include a brief note in the parcel to explain why the item is being returned.

    Click here for further advice                                                                                                           

    Faulty item - If you are not able to find a carrier, please send us some pictures of the damage, and we will see if we can process your claim without receiving the item back. Please note we are not always able to process claims for faulty goods by images alone.

    Personalised item -Regrettably, we cannot accept a returned item that has been personalised unless it is a fault of the manufacturer. If you believe you have received a faulty product or there has been an error when personalising your item, please contact our customer service team. We may also be able to make an exception on a personalised order for Hero Id so Customer Services will be able to assist you further with this.

    All goods will be inspected on return. We reserve the right to refuse a refund or exchange if the goods returned are deemed to be damaged or tampered with not in accordance with normal use. This does not affect your statutory rights. 

    Our Returns address in to the UK warehouse : Returns Department, Pro Direct Sport LTD, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ, United Kingdom

  • I'm not in the UK, how do I return my order?

    You can return an unwanted item to us within 28 days of receipt. Please return your order in a 'new' condition, which includes showing no sign of wear on the item itself plus the labels, tags and all original packaging. 

    For customers outside of the UK we are currently not able to offer a return service, but you are still able to print a label for returning the item to the correct Pro:Direct warehouse via our return portal.

    Simply select the “Return” option displayed against the order in your “My Account” pages. Please follow the instructions within the portal and print your return address label. 

    You should then arrange for the item to be returned to us using a carrier of your choice and pay for the return postage, as the label you have printed is not pre-paid. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned. 

    Please ensure that before passing your parcel to the carrier it is clearly marked as 'Returned British Goods - No Duties Due'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

    We are currently not able to offer exchanges; however, you can place a new order if you require this and mark your original order as no longer required. 

    When the return has been completed you will receive an automated email so, please keep an eye on your emails. 

    Faulty Items – If you wish to return your order due to a manufacturing fault, please contact our Customer Service team first and provide them with a few pictures of the faulty item so they can advise you further.  

    Personalised Items – Please note that personalised items cannot be returned, unless they have a manufacturing fault. ' 


  • Can I exchange my item for something else?

    For all returns in the UK- please note we will offer a refund, or you can exchange for the same item,  alternative size if it's still available. You may wish to use our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please choose one of the options: Free paperless returns via Asda2U, InPost Locker or choose our paid returns with  print in store with Collect+.or return via Royal Mail. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with the carrier. Failure to provide a receipt which can be successfully authenticated by the carrier will result in us being unable to process your return.

    For all returns from outside the UK - Please note we can offer a refund only, and you can return through our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please follow the instructions within the portal and choose one of the available returns services, and pay for the carriage within the returns portal. This will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.                                                                                                              

    For some countries we are not able to offer a return service but you will still be able to print a label for returning the item to the correct Pro:Direct warehouse via the returns portal. You should then arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

    Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

  • 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 customerservices@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.

  • 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 customerservices@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 customerservices@prodirectsport.com for more details.

  • What is the Hoka Trial and how do I return?

    We offer a 30-day Running Shoes Trial on HOKA product. This trial offers a run in your new HOKA shoes for up to 30 days to trial them for fit, and comfort totally risk free.  If they don’t live up to your expectations simply return them to us for a refund or to exchange for an alternative size. This trial is being offered to UK customers only. We request that the original packaging is kept and if the product is returned within the trial period, this packaging is used to return the goods. Please be sure to add details of why the shoe is being returned onto the returns leaflet sent with your order. FREE return can be arranged through your online account. Head to order history and click ‘Return items’ on your order. This trial can only be used once per order. If you order a pair of HOKA shoes and utilise the trial, you can then not use this trial again on a replacement order either through exchange or re-order with refund. This trial is expected to run throughout the month of December 2022. We reserve the right to end this trial before the expected end day.

 

CUSTOMER SERVICE

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

Customer Service team are operating 7 days a week (excluding UK Public Holidays which include Sunday 25th December 2022, Monday 26th December 2022).
Pro:Direct Live Chat is available Monday - Friday


You may also write to us at PDS Group, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ

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