Terms & Conditions
Our Site and associated Mobile App are operated by Pro-Direct Sport Ltd and its subsidiaries and affiliates (collectively, "us", "we", “our”, or "Pro-Direct Sport Ltd").
Pro:Direct is operated by Pro-Direct Sport Ltd. Pro-Direct Sport is a company incorporated in England and Wales, VAT number GB115152945, company number 04245687. Our registered office is at Torre House, Shaldon Road, Newton Abbot, Devon, England, TQ12 4PQ.
You will need to register with Pro:Direct to place an order for products through Our Site or Mobile App. If any information provided by you is untrue, inaccurate, not current or incomplete or if we suspect that any information provided by you is untrue, inaccurate, not current or incomplete, we reserve the right to terminate your use of Our Site, the Mobile App or your account.
If you are under 18, we ask that you get your parents or legal guardians’ permissions before completing your account registration. You must gain the bill payers permission before you place an order online. By continuing to use Our Site or Mobile App, and any of the services offered, you are confirming that you have received the consent of a parent or legal guardian.
*Orders exceeding 15kg or 90cm in length are not eligable for this mode of delivery and please select delivery to your address
All present and future copyright, design rights, unregistered designs, database rights, registered and unregistered trade, and any other present and future intellectual property rights and rights in the nature of intellectual property rights existing in and to Our Site and Mobile App including content published on them such as text, graphics, logos, banners, images, buttons, underlying source code and software, are owned by us or the applicable licensor. Nothing in these Terms shall be construed as an assignment to you of any such intellectual property rights.
Any use (including copying, reproduction, duplication, transmission, or display of the content of Our Site or Mobile App, without our express written permission) for purposes other than the viewing of information or for ordering purposes, is strictly prohibited.
Permission is granted to electronically copy, and to print in hard copy, portions of Our Site or Mobile App for the sole purpose of placing an order with us or using Our Site or Mobile App as a shopping resource. Any other use of materials on Our Site or Mobile App without the prior written permission of Pro:Direct is strictly prohibited.
If you believe that Copyright Inwe are unable to process transactions involving Myanmar due to legal and regulatory developments. Any attempts to place orders with Myanmar as the shopper country, billing address, delivery address, or issuer country will be declined.
Reason for Restriction:
This decision is a direct response to legal and regulatory developments impacting financial transactions with Myanmar.fringement has occurred, please provide as much evidence as you are able and send it to us at email@example.com or at our postal address: Pro:Direct, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ. Please include enough information to allow us to contact you upon receiving your request.
USER SUPPLIED CONTENT
You may submit material to Pro:Direct in the form of comments, questions, suggestions or the like and these communications will be treated as, non-confidential and non-proprietary. In doing so you waive your right to claim material infringement, including the right to approve the way in which Pro:Direct uses such material. Material submitted to Our Site or Mobile App, may be adapted, broadcast, changed, copied, disclosed, licensed, performed, posted, published, sold, transmitted or used on a royalty-free basis by Pro:Direct anywhere in the world in any media.
You agree that you will only use Our Site or Mobile App in a way which is consistent with the Terms and Conditions and which complies with applicable laws and regulations. You agree that you will not use Our Site or Mobile App to implement software viruses, code, files or programmes designed to interrupt, destroy or limit the functionality of any computer software, hardware or telecommunications equipment or in any other manner which would interfere with or disrupt this website.
You acknowledge that Our Site and Mobile App and any goods that you obtain from Our Site or Mobile App are provided for your personal use only and may not be commercially distributed without our permission.
Many of the product images displayed on Our Site and Mobile App and in advertisements and catalogues have been created by our own professional team of photographers, Pre-order products may display the manufacturer sample, the final released product may have slight differences in terms of colour or pattern. Once the final released product is received at Pro:Direct if we notice any differences to the sample the product will be re-shot and image changed on Our Site and Mobile App.
All orders placed on Our Site and Mobile App do not constitute a contract. All orders are subject to these Terms & Conditions and are subject to acceptance by Pro:Direct. When orders are placed on Our Site or Mobile App, we will send an order confirmation that the order request has been acknowledged, this email does not constitute acceptance of the order. Our acceptance of the order is confirmed when delivery of the order is made to you.
As part of the order confirmation process, we will then request pre-authorisation of payment from your card issuer, this will show as a pending transaction for the full value of the order. Payment is captured when we dispatch goods to you. This still does not constitute acceptance of the order.
If you are purchasing a Pre-order Item, we will process a pre-authorisation when the order is first placed but ask that you ensure you have adequate funds in your account at the time of dispatch.
If you are purchasing a personalised item, the payment will be taken before the item is sent for personalisation.
By submitting your payment details to Pro:Direct Sport, you accept that we will capture funds at the time stock is available for dispatch, Pro:Direct Sport will not accept liability for any charges applied by your card provider relating to the transaction.
Limited Editions - Please note that in the case of limited edition products, there may be extra restrictions such as limiting the number of products per customer. These extra restrictions will be made known to you via Our Site or Mobile App when ordering.
Pro:Direct reserves the right to decline orders for bulk/high value purchases or the identification of a pricing or product description error. We reserve the right to change price and availability information without notice.
ADIDAS 30 DAY TRIAL
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
- Pay Later
Further information and Klarna's user terms can be found here. General information on Klarna is available here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.
In cooperation with Paypal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg, payments can be made via Paypal.
Further information and Paypal’s user terms can be found here. General information on Paypal is available here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Paypal’s privacy statement.
We work in partnership with a number of 3rd Parties in relation to offering promotions, including UNiDAYS and Blue Light Card scheme. Offers are available to verified members of these schemes only.
Unless otherwise stated, Promotions & Coupons will NOT apply to any products within the Pro:Direct Partner Programme (items fulfilled by our partners NIKE and ADIDAS), or on the parkrun product range.
Offers exclude delivery costs and are not valid on previous purchases. Other exclusions may apply; for full details please refer to the Pro:Direct terms here.
Promotions may be applicable via Our Mobile App only and not via the Our Site or vice versa.
All orders placed through Our Site or Mobile App are subject to Pro:Direct acceptance. This means that Pro:Direct may refuse to accept or may cancel any order, whether the order has been confirmed, for any or no reason, and without liability to you or anyone else. If your credit card has already been charged for an order that is later cancelled, Pro:Direct will issue you a refund.
PDS does not import, import for sale, sell or ship products made with Kangaroo leather to purchasers in the State of California in accordance with state law. If a payment is inadvertently processed for sale or shipment of such a product to California, PDS reserves the right to credit your account for the amount charged without prior notice to you.
If goods are being delivered outside of the UK or EU, we will remove any VAT (Value Added Tax) applied at the prevailing rate by the UK government to goods purchased. Once the package reaches its destination country any customs or import duties levied by the government of the destination country must be borne by the recipient.
Although Switzerland is outside of the EU, VAT at the Swiss rate will be applied to orders being delivered to Switzerland.
Please note that the prices displayed as VAT inclusive will be the full price charged to customers in Australia and the United States and no deductions will be made on sales made to these countries. Although customers in these countries do not pay VAT we do not reduce the price paid.
For customers in the EU - the price that you pay will be the full price charged to UK customers and the VAT element will not be deducted. Note that Pro:Direct ships from warehouses both within the UK and the EU and as such orders to EU countries may be subject to additional charges levied by the government of the recipient country (see additional charges below).
For customers in Sweden/Denmark/Finland - The parcel will be shipped to your home address with FedEx (P2P) but once in country they will take to a PUDO (pick up, drop off) point and then message/e-mail you to confirm where it is. You will have to take ID to collect for security measures however, this is common in these countries.
For customers in Australia – the price that you pay will be the full price charged to UK/EU customers and the VAT element will not be deducted, despite the sale not attracting VAT in the UK. The full amount does however include Australian GST, if your total order value is less than AU$1,000. As Pro:Direct is registered for GST with the ATO, as long as your order is valued at less than AU$1,000 you are not liable for any additional import taxes when your order arrives in Australia and the full price paid enables us to pay the GST and cover costs associated with administering this process. If your order exceeds a value of AU$1,000 you will be liable to pay GST and possibly additional import costs and/or duties when the order arrives in Australia. Pro:Direct cannot cover these costs and we recommend that you contact us if you wish to place an order with a value of over AU$1,000 so that we can advise on the best way for you to place your order.
For customers in New Zealand – the price that you pay will be the full price charged to UK/EU customers and the VAT element will not be deducted, despite the sale not attracting VAT in the UK. The full amount does however include NZ GST, if your total order value is less than NZ$1,000. As Pro:Direct is registered for GST with the New Zealand Inland Revenue, as long as your order is valued at less than NZ$1,000 you are not liable for any additional import taxes when your order arrives in New Zealand and the full price paid enables us to pay the GST and cover costs associated with administering this process. If your order exceeds a value of NZ$1,000 you will be liable to pay GST and possibly additional import costs and/or duties when the order arrives in New Zealand. Pro:Direct cannot cover these costs and we recommend that you contact us if you wish to place an order with a value of over NZ$1,000 so that we can advise on the best way for you to place your order.
For Customers in Singapore -
For Customers in the United States – the price that you pay will be the full price charged to UK/EU customers and the VAT element will not be deducted, despite the sale not attracting VAT in the UK. The price paid does not include any local taxes for the US so please be aware that you may still be liable for import fees and local taxes.
For customers in Myanmar - we are unable to process transactions involving Myanmar due to legal and regulatory developments. Any attempts to place orders with Myanmar as the shopper country, billing address, delivery address, or issuer country will be declined. This decision is a direct response to legal and regulatory developments impacting financial transactions with Myanmar.
Pro:Direct accept no liability for any additional charges levied by the government of the recipient country. By placing an order on Our Site or Mobile App, the customer acknowledges the recipient accepts liability for any charges applied by their government or by the shipping courier (including, but not limited to taxes, duties, holding fees or administration). Pro:Direct has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and are subject to change. Pro:Direct would advise each customer to contact their local customs office for further information prior to placing any order.
Furthermore, Pro:Direct will also not be liable for any further costs incurred because of customers refusing to pay the applicable customs charges and will charge accordingly for any charges incurred by Pro:Direct because of the recipient’s refusal to pay the applicable charge levied by Customs.
Customers outside the UK should be aware Pro:Direct will take payment in Sterling; any conversion shown on Our Site or Mobile App to USD or Euro is purely a guide calculated at that day’s exchange rate, however your bank or card issuer may not offer the same rate. Pro:Direct will not be liable for any further charges your card issuer may levy.
Please be aware that not all of our products can be shipped to all destinations. This could be due to Brand restrictions or a restriction on the material or product itself. Please see our FAQ section for further information.
Pro:Direct Sport will endeavour to display availability as accurately as possible. If we are unable to supply the goods requested, we will aim to assist you in finding a suitable alternative which you are happy with, however, a difference may be required to be paid. If you do not wish for an alternative product, we will cancel the order and any pending transaction promptly, please be aware that funds may take several days to reallocate in your account.
Some items have very limited availability, very occasionally we may need to limit the amount supplied per customer to try to ensure that as many customers as possible can gain access to them.
CLICK AND COLLECT OPTION
To use our click and collect service from a parcel shop you must place your orders online and complete the payment process on our platform.
During the checkout process, you'll have the option to choose a specific pickup location for your order.
Once your order is prepared for pickup, we will notify you promptly via either text message or email.
When you arrive to collect your order, it's essential to have two things on hand: the collection notification that we sent you and valid photo identification, such as a driver's license or passport, which will be used to verify your identity.
At the pickup location, you will be asked to provide your signature or your name to confirm that you have received your order.
We kindly request that you pick up your order within 10 working days from the date you receive the collection notification to help us manage our inventory efficiently.
If circumstances prevent you from collecting your order within the specified timeframe, please get in touch with our customer service team. They will be able to provide guidance on potential alternatives or extensions.
You can designate someone else to collect your order on your behalf if needed. However, this authorized person must present both the collection notification and their valid photo ID. They may also be asked to provide their signature
*Orders exceeding 5kg or 90cm in length are not eligible for the specified mode of delivery.
Customers with orders exceeding the weight or length limits must select delivery to their address as an alternative.PREMIER DELIVERY SUBSCRIPTION
What’s include with Premier Delivery?
Premier Delivery costs just £14.95 and gives you free Next Business Day* delivery for a whole year to almost all UK addresses.
That means it that Premier Delivery pays for itself after just 2 orders with usual Next / Named Day delivery charges.
Priority Order Processing – Orders placed with Premier Delivery are given priority every step of the way through our UK warehouse team, direct to your door
Premium Courier Delivery – A courier service you can trust. Previously known as Hermes, EVRI offers the same great parcel delivery service.
Improved Order Tracking - Download the EVRI App to 'Follow & Manage your Delivery right to your door including:
• Change Delivery Day
• Change Delivery Address
• Collect from a Parcel Shop
• Leave with a Specific Neighbour
• Deliver to a Safe Place (avoiding it being left on your doorstep)
*Next Business Day from dispatch of your parcel from Pro:Direct Sport. Orders placed before 7pm will usually be dispatched on the same day. Premier Delivery is not a guaranteed next day delivery service.
How do I subscribe to Premier Delivery?
You can subscribe to Premier Delivery by adding Premier Delivery to your order at checkout for £14.95. You must have a registered Pro:Direct Sport account and be logged in to your account to use Premier Delivery. Your Premier Delivery subscription will become active from your 2nd purchase of using your subscription.
How do I use Premier Delivery when making a purchase?
When placing an order, you can select to use Premier Delivery as part of your delivery options. Your order will be placed in accordance with our purchase terms and conditions. We draw your attention to our delivery FAQs and the delivery terms in our standard purchase terms and conditions, which apply in addition to these terms and conditions. Time will not be of the essence for delivery or performance and all delivery dates specified in these terms and conditions, on our website, and in any correspondence are estimates only. This means that we will not be responsible if goods are delivered outside those times, and we will not be liable for the consequences of any delay.
How long does my Premier Delivery subscription last?
Premier Delivery is valid for 12 months from the date of purchase and will automatically renew every year to ensure that you continue to get the benefit of the delivery service.
How many times can I use Premier Delivery?
You can order with Premier Delivery as many times as you like throughout the 12 months of your subscription, but it is subject to a fair use policy – this may include making excessive use of, or placing unusual burdens on the service (e.g. ordering and/or returning items beyond what would reasonably be expected of someone using the service for personal use). Premier Delivery is designed strictly for personal customer use, and not agents, businesses, or re-sellers.
Am I eligible?
Premier Delivery is only available to individuals aged 18 years and older residing in the UK. Premier Delivery is not available for purchase in conjunction with any another promotion.
Please note that Premier Delivery is designed for personal customer use only, and not agents, businesses, or re-sellers.
Will there be any restrictions to my delivery address?
Premier Delivery applies to orders up to maximum order weight of 3kg excluding oversized items (such as Goals, Poles, and Mannequins) which require a special courier. Pre-order items, or personalised items (where the available dates in the future) will mean that your order will be delivered on a Premier Delivery service the next business day after the available date displayed. Please note that Premier Delivery is not offered as an optional service for the specific postcodes mentioned. This means that if your address falls within these postcodes, the premier delivery option will not be available to you: AB, BT, DD9-11, DG5- 9, FK17-21, GY, HS, IM, IV, JE, KA27-30, KW, KY10, KY14-16, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE
Please note, shipping is limited to BFPO postcodes and only available with the courier EVRI. You are responsible for checking that your postcode is eligible before purchasing. We will not be responsible or liable for failure to provide Premier Delivery to you should your postcode not be eligible to receive Premier Delivery. Subject to any statutory rights that you may have, you shall not be entitled to a refund if your postcode is not eligible to receive Premier Delivery.
What happens if I have an active Elite+ subscription?
If you are an Elite+ subscriber, your orders will now be shipped via our new Premier Delivery service for the remainder of your subscription. In your account you will be provided with the expiration date of your Elite+ subscription. This is one year from date of purchase.
Once your Elite+ subscription has expired, Premier Delivery will be available to purchase as a standalone delivery subscription service. You will be notified of any other changes made to your Elite+ subscription.
Changes to your Premier Delivery subscription and/or these terms and conditions.
We reserve the right (at our sole discretion) to accept or refuse your subscription to Premier Delivery and to change these terms and conditions (including the delivery service valid in this subscription) at any time. If we consider (at our sole discretion) that you are misusing Premier Delivery in any way (including by breaching these terms and conditions), we reserve the right to terminate your subscription immediately without notice. You are responsible for using Premier Delivery in accordance with these terms and conditions. We may, at our sole discretion, decide to terminate your Premier Delivery subscription. If we do so, you may (at our sole discretion) be given a prorated refund, based on the number of whole months remaining in your subscription. We will not give any refund for termination related to conduct that we determine, in our discretion, violates these terms and conditions or any applicable law, involves fraud or misuse, or is harmful to our interests or another user. We will inform you of any significant changes to these terms and conditions. All other applicable terms and conditions apply.
How do I stop my automatic renewal of Premier Delivery?
Your Premier Delivery subscription will automatically renew for a further 12 months upon the anniversary of your original sign-up date providing we can take payment (with the payment method you originally used). If you do not wish to renew your subscription you can request a cancellation by contacting our customer service team by email firstname.lastname@example.org.
How do I cancel my Premier Delivery subscription?
You can cancel your subscription to Premier Delivery and receive a refund of the subscription cost within the first 14 days of purchasing Premier Delivery (excluding the cost of delivery on your initial order if this was shipped). You may choose to cancel by notifying us of your intention to cancel:
By Post: Premier Delivery Service, Pro:Direct Sport Limited, Torre House, Shaldon Road, Newton Abbot, Devon TQ12 4PQ By Email: email@example.com
You should keep evidence of having given notice of cancellation such as an email acknowledgement from us confirming that we have completed your request.
Any non-personalised cancelled items must be returned to us in resaleable condition, unused and complete with original packaging. When returning, please protect product packaging by using additional outer packaging to return.
We regret that we are unable to cancel orders for personalised items if the personalisation process has begun.
If you are purchasing a Pre-order Item, we will process a pre-authorisation when the order is first placed but ask that you ensure you have adequate funds in your account at the time of dispatch. Pre-order dates are provisional, and we cannot be held responsible for any costs incurred for your time, or services paid for if there are delays or non-supply of product.
PERSONALISED ITEMS, USER UPLOADED CONTENT AND CUSTOMISATION REQUESTS
Generally: If you are purchasing a personalised item, we will process a pre-authorisation and collect payment when the order is first placed. The payment will be taken before the item is sent for personalisation not immediately before dispatch. *Please note that the use of emojis as values is not permitted due to copyright protection. Prior to submitting your order, please ensure that your input does not include emojis. If you have any questions, feel free to contact our customer service team for assistance.
Once an order containing personalised items has begun the personalisation process it cannot be changed or cancelled. All personalised items cannot be returned unless an item has a genuine manufacturer’s fault.
Pro:Direct reserve the right to utilise our knowledge and expertise in positioning, sizing and the method of personalisation and customisation. Any images shown on Our Site or Mobile App indicate only a rough guide as to how the finished item will appear. By placing your order for personalised or customised items you agree that Pro:Direct will use the guidelines provided by you during the order placing process to determine an appropriate and suitable way to personalise or customise your order and you agree to accept the decisions made Pro:Direct make when using the guidelines provided by you.
Embroidered personalisation options - Names are embroidered on the lateral (outer) side of the boots, while flags are embroidered on the medial (inner) side. If only a flag is requested, with no name personalisation it will likewise be embroidered on the medial (inner) side.
Heat Pressed personalisation:
Names and flags are both heat pressed on the lateral (outer) side of the boots. If only a flag is requested, with no name personalisation, it will likewise be pressed on the lateral (outer) side
Teamwear and garment personalisation:
Crests and Sponsor Logos will always be produced to industry standard size and placed in the most suitable place on the garment in the area you have suggested. We cannot cover manufacturer logos. If you have elected to add customisation to an area already populated by a manufacturer or brand logo your customisation will be placed in the area you have indicated as appropriate to also ensure that the manufacturer or brand logo is also still visible.
In some rare cases Pro:Direct may choose to send a sample for you to sign off before personalising or customising your order. This will not happen on all orders as our experts are usually certain of the best placement and method to use and will always follow industry standards where possible. If a sample is sent to you the processing times and expected fulfilment times will be impacted while your confirmation is awaited. Once a sample has been approved by you it cannot be amended further as production will commence upon receipt of your approval.
User Uploaded Content:
If you upload images to Our Site to be used when personalising or customising a team wear order you must provide the highest resolution file that you are able to supply. If the image is not of sufficient quality, we may not be able to accept your order and we will contact you to obtain a better quality image or alternatively offer a ‘re-drawing’ service for a fee of £25 to make your image usable.
You must have the right to use any images that you upload in the way that you intend for them to be used. You must also have the right for us to use the images in the way that you request for us to use them. By uploading images to Our Site, you are informing us that you have the right for the images to be used by you and by us. You must not upload any images where you do not have the right to do so and you will be liable for the consequences of any copyright infringement. By uploading images to Our Site, you agree that you have ensured that your intended use of that image does not:
• Infringe anyone’s copyright – you are either the copyright owner or the copyright owner has granted you permission to use the image on your item
• Infringe upon anyone’s privacy or data protection rights – any people used in images or whose data is used in any part of your customised kit should have fully consented for this to take place and you should obtain written approval that such consent has been provided. Pro:Direct will not be held liable if you have failed to do so
• Infringe any other rights, such as a trademark, of any person or entity
• Contravene any law
• Include anything that is false, inaccurate, misleading, offensive, threatening, defamatory or might cause needless harassment, alarm, distress, upset, embarrassment, annoyance or inconvenience to any person
• Contain material that is obscene, indecent or offensive or promotes discrimination or incites hatred or violence
• Contain any computer virus, macro virus, trojan horse, worm or anything else designed to interfere with, interrupt or disrupt the normal operating procedures of a computer or to covertly intercept or access data or personal data without authority
We prohibit the use of our upload service to anyone contravening any of the terms of our User Uploaded Content Rules (as detailed above).
Orders fulfilled by Adidas/Nike (Pro:Direct Partner Programme)
*Please note orders fulfilled by Adidas / Nike may take up to 14 working days (Monday - Friday excluding public holidays) to be dispatched
Need to Return Item(s):
If you need to return a parcel back to our delivery partners, please ensure that you use the return label that came with the parcel. If you did not receive your returns label, please contact our customer service team who will be able to provide a new one to you via email.
Please ensure that you use the returns label from our delivery partners as items that are delivered back to Pro:Direct’s warehouse will be re-directed and this can add on an additional two weeks before it is processed. Please keep the receipt and tracking numbers of your returned package in the event it is delayed or lost in transit.
Need to Cancel the Order:
Once an order has been placed and it contains items from our delivery partner, it cannot be cancelled even if it has items fulfilled by Pro:Direct. The only items exempt from this are Pre-order items that are not in stock yet. Should you still not wish to have it upon receival, please arrange for it to be returned.
Item is Lost in Transit:
If your parcel is potentially lost in transit, please contact our Customer Service team via email or Live Chat. We will then raise an investigation with the courier through the respective delivery partner your order was dispatched with – this process takes between 7-10 working days.
As soon as we receive a conclusion on the investigation, our Customer Service team will be in contact with you. Please note that for items that are determined lost in transit by our delivery partners, we can only process a refund and not an exchange. This refund will be arranged by our delivery partners and will take up to 5 working days.
Return to Sender:
If your parcel is Returned to Sender by the courier, our delivery partners will only be able to process a refund, we unfortunately cannot arrange for your affected parcel to be resent out to you. The refund will be processed as soon as they have received the parcel back to their warehouse.
CLAIMS FOR NON ARRIVAL OF ORDER/RETURN
You will be provided a with delivery date estimation during checkout. Please note that any dates shown are estimates only and do not constitute guarantees. You may need to allow extra time for your order to arrive if it has not arrived before the estimated delivery date. Pro:Direct uses reputable and reliable carriers who will allow you to track your order so you will be able to follow its progress and see when delivery is likely to take place and carriers may deliver to a safe place. To keep an eye on your order, once this has been dispatched you will be sent an e-mail of the tracking information. Please note that if you select a ‘Standard’ delivery service your parcel will be sent through the postal network and in the UK claims for non-arrival of orders will not be investigated until 25 days have elapsed since the parcel was dispatched.
Valid claims of non-receipt are extremely rare and we will always make sure that we do the right thing to minimise any inconvenience caused by any delays in transit. You should contact our customer service team as early as possible if you have any concerns about your delivery. If our carrier has scanned your parcel as delivered to you but you have not received it, or 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 and theft which focus on bogus claims of non-receipt of delivery or return (e.g. theft made through so called ‘SE” or “Social Engineering’ techniques, DNA/LIT/MI scams, fraudulent EB/PEB claims, FTID returns and 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:
• A signed and witnessed declaration indicating that you have not received your items in spite of the carrier’s indication that they have safely delivered it
• Proof of address
• A police report detailing the fact that your order was stolen from your property
• A face to face meeting with the carrier who delivered your parcel
• In the case of a return - proof of postage that will be passed to the carrier for verification that it has not been altered
• In the case of a return – an affidavit indicating that the items being claimed as returned were legitimately returned by you and that no evidence supplied by you has been fabricated or digitally altered (if you are in the UK and the retail value of your return is over £250 or you are not in the UK, you will be required to arrange your own carrier and will be liable for ensuring that it has the relevant tracking/insurance in the event that we do not successfully receive your returned items so your claim would be with your carrier of choice and not Pro:Direct so you will need to satisfy their requirements for investigation of your claim)
No claims of “non-delivery” or returns claims will be exempt from investigation. Investigations will be executed as swiftly as possible; however, 10 working days is required to allow the retrieval/review of CCTV footage (from our own warehouse, local Post Offices, carrier depots 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 then be 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
All goods supplied by Pro:Direct are from official sources and covered by the normal retailers warranty. You can return any item within 28 days of receipt for a refund or to exchange 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).
Please note that if you order is worth over £250.00 then 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.
If you wish to return goods, 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. You may use our returns service. Simply select the “Return Items” button displayed against the order in your “My Account” pages (Orders fulfilled by Pro direct Sport). Please choose one of the options: Free paperless returns via Asda toyou and Inpost (Drop off only) or pay to print in store with 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.
Returns outside of the UK
Please request a return through our returns service. Simply select the “Return Items” button displayed against the order in your “My Account” pages (Items fulfilled by Pro Direct Sport). 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.
Faulty products - If you are unable to find a suitable carrier for returning damaged items, please send pictures of the damage to firstname.lastname@example.org. We may consider processing your claim without requiring the physical return of the item. However, please note that claims for faulty goods may not always be processed based on images alone. All returned goods will undergo a thorough inspection upon receipt. We reserve the right to refuse a refund or exchange if the returned goods are deemed damaged or tampered with, not in accordance with normal use. Exchanges are subject to the availability of stock. If the requested item is not in stock, a refund will be processed, and the product will be returned to the manufacturer. These terms and conditions do not affect your statutory rights.
Personalised items - Regrettably, we cannot accept a returned item that has been personalised unless it is a fault of the manufacturer.
Pro Direct are from official sources and covered by the normal manufacturers warranty. Whether you are in the UK or outside of the UK, If you believe you have received a faulty product, please contact our customer service team by email email@example.com with an image of your item and explanation of the fault so they can advise you on best outcome for the situation. .
ALTERNATIVE DISPUTE RESOLUTION (ADR)
If you are unhappy with the service or product you have received from us, we have a dedicated team who will endeavour to resolve any complaint or grievance that you may have. However, should you wish to dispute a decision we have made and would rather raise this with an independent body, please see the following link for the European Commission’s Online Dispute Resolution: http://ec.europa.eu/odr
Pro:Direct may provide links to websites owned by Pro:Direct and associated third parties that may not relate to Pro:Direct. All links are provided on our sites are for your convenience only. Access to websites that are owned by third parties is at your own risk and Pro:Direct is not responsible or liable for such third-party websites.
Pro:Direct allows you the option to publish your actions on Pro:Direct website to social media platforms. Pro:Direct does not control which information gets disseminated on participating social platforms. You agree to allow Pro:Direct to check your Pro:Direct cookies when you are visiting participating social platforms and allow Pro:Direct to receive information about your use of those social platforms. You can deactivate this publishing feature on your social media profile.
Pro:Direct will endeavour to ensure that Our Site and Mobile App is continuously fully operational. However, we cannot guarantee that Our Site and Mobile App will be fault free. Access to Our Site and Mobile App may be interrupted or restricted to allow for emergency or routine repairs or maintenance to be carried out or the introduction of new facilities or services.
By using Our Site or Mobile App, you acknowledge and agree that the Internet uses elements and relies upon services, input and facilities which are not within the control of Pro:Direct and if Pro:Direct is totally or partially prevented or delayed in the performance of any of its obligations in providing a particular service, such a situation will constitute a force majeure and Pro:Direct shall be excused the performance for so long as such a situation endures.
For the purposes of these Terms and Conditions, the term force majeure shall be deemed to include any cause affecting the performance by Pro:Direct of its obligations arising from or attributable to acts, events, omissions or accidents beyond the reasonable control of Pro:Direct and in particular, but not by way of limitation, shall include strikes, lock-outs, other industrial action, actual or threatened terrorist action, civil commotion, riot, crowd disorder, invasion, war, threat or preparation for war, fire, technical or power failure, software, hardware or telecommunication or other network failures, interruptions, disruptions or malfunctions, explosions, storm, flood, earthquake, subsidence, structural damage, epidemic or other natural or physical disaster, any legislation, regulation, rule or ruling of government, court or any competent authority.
You agree to indemnify, defend and hold Pro:Direct, all of their associate companies, their directors, employees, information providers, licensor and licensees, officers and partners, (collectively, the "Indemnified Parties") harmless from and against any and all liability and costs (including, without limitation, legal fees and costs), incurred by the Indemnified Parties in connection with any claim arising out of any breach by you of these Terms and Conditions. You will co-operate as fully as reasonably required by Pro:Direct as the case may be, in defence of any claim. Pro:Direct reserves the right, at their own expense, to assume the exclusive defence and control of any matter and you shall not, in any event, settle any matter without the written consent of Pro:Direct.
LIMITATION OF LIABILITY
To the fullest extent permitted by applicable laws, none of Pro:Direct nor any of their respective directors, employees, affiliates or other representatives will be liable for loss or damages arising out of or in connection with the use of, or inability to use, the materials in and/or facilities or services offered through Our Site and Mobile App, including, but not limited to, indirect or consequential loss or damages, loss of data, income, profit or opportunity, loss of or damage to property and claims of third parties, even if Pro:Direct have been advised of the possibility of such loss or damages or such loss or damages were reasonably foreseeable. If this clause is unenforceable in whole or in part in any jurisdiction due to relevant laws, then in no event shall Pro:Direct accept liability to you for all damages, losses, and claims (whether in contract, tort (including, but not limited to, negligence), or otherwise) exceed the amount paid by you, if any, for accessing Our Site and Mobile App.
We have the right to amend, remove or vary our services and/or any part of Our Site and Mobile App (including our T&Cs) at any time.
If you have any comments, complaints or questions about Our Site or Mobile App or any of the products supplied to you, please let us know by:
• Emailing firstname.lastname@example.org
• Write to us at:
THE PRIZE DRAWS
Prize draws (“Prize Draw”) are brought to you by Pro:Direct Sport Limited, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ (“Pro:Direct”).
1. Each Prize Draw will run for at least one full calendar month: the “Prize Draw Period”. During the Prize Draw Period entries will be accepted from the start time to the end time of each participating website, store, or other event at which the Prize Draw is being held. By entering a Prize Draw you are deemed to have accepted these terms and conditions (“T&Cs”). Any breach of these T&Cs may result in the prize being forfeited, at Pro:Direct’s sole discretion.
2. To participate in a Prize Draw, entrants cannot be: Pro:Direct employees; third parties involved in the Prize Draw; their families; agents or anyone else in any way professionally connected with this Prize Draw. To participate in a Prize Draw, entrants must meet the following requirements (the “Eligibility Criteria”):
- reside in the United Kingdom; and
- be at least 16 years of age or older; and
- have a valid email address; and
- have purchased one or more items from Our Site which is participating in the Prize Draw.
3. Every person who meets the Eligibility Criteria (“Entrant”) shall be entitled to enter the Prize Draw during the Prize Draw Period.
4. For the avoidance of doubt, each Prize Draw is open for entry only to those individuals that have purchased items from Our Site, store or event where Pro:Direct is acting as an official retailer. Any purchases made from Our Site. stores, events or through Pro:Direct’s customer services department will not be deemed to be qualifying entries that meet the Eligibility Criteria for the purposes of the Prize Draws.
5. Each Prize Draw must be entered in each Entrant’s own name; it may not be entered on behalf of anyone else.
6. Each Entrant is limited to one Entry in any Prize Draw Period. If more than one Entry per Entrant is received, or if any Entrant attempts to submit more than one Entry: by using the same, multiple or different names or email addresses, all such Entries may be deemed void and that Entrant may be disqualified from that Prize Draw.
7. Only entries that have been completed in full will be entered into the Prize Draw. Pro:Direct does not accept any responsibility for late, lost, delayed or damaged entries and cannot be held responsible for any inability to submit entries as a result of computer service, systems and/or server failure, error, interruption, defect or delay or any other technical malfunction.
8. For each Prize Draw there will be one winner (“Winner”). Following the end of the calendar month in which the Prize Draw was conducted, one Winner will be selected from all of the valid Entries received from that calendar month’s participating shows and events by means of randomised selection.
9. The Winner will receive a prize in the form of goods/products (as specified in the competition), or a Pro:Direct coupon (to the value specified in the competition) that can be used against the price of products/goods (excluding all delivery charges).
10. The Prize is non-transferable and no cash or other alternatives will be offered. If the Prize is no longer available due to circumstances beyond Pro:Direct’s control, a prize of equal or greater value will be provided. The Prize is only redeemable by the named Winner on the Our Site for products only (and does not cover shipping costs).
Contacting the Winners
11. Pro:Direct will make reasonable efforts to notify the Winner of the Prize using the email address used to submit the Entry no later than four (4) weeks from the end of the relevant calendar month. Pro:Direct is not responsible for email addresses recorded incorrectly. If having made those efforts it is not possible to contact the Winner, Pro:Direct reserves the right to offer that Winner’s Prize to the next valid Entrant as selected via the randomised electronic selection process. Any reselection will be undertaken in accordance with these T&Cs.
12. The names of the Winners of each of the Prize Draws will be obtainable for three (3) months from the end of the applicable Prize Draw Period upon written request from Pro:Direct Sport Limited, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ.
Limitations of Liability
13. Pro:Direct reserves the right to withdraw, change or cancel the Prize Draws at any time. Pro:Direct’s decision in all matters will be final, and no correspondence will be entered into.
14. The Prize must be taken as stated and unless otherwise specified cannot be deferred. There will be no cash or other alternative offered. Once a Prize has been allocated it cannot be transferred.
15. Pro:Direct, including its officers, directors, employees, shareholders or agents, excludes all liability for any losses and/or damages of whatever nature and howsoever arising to the fullest extent permitted by applicable laws.
16. In consideration of being awarded the Prize, if you are the Winner, you may be required by Pro:Direct to take part in publicity related to the subject of the Prize Draw, and you now confirm that if you are the Winner, you will take part in such publicity. Such publicity may include, without limitation, use of your name, photograph (to be provided on request) and statements made concerning the Prize Draw and/or the Prize. You now provide Pro:Direct with a right and licence to use the entry on the Our Site, and throughout Pro:Direct’ social media channels, and to sublicense the right to do the same to Pro:Direct’ wholesalers.
17. Your details will be used in relation to the administration of this Prize Draw and (where applicable) the delivery of the Prize. You will be added to Pro:Direct’ mailing list if you tick the box to confirm you would like to be added.
19. These terms and conditions are subject to the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the English courts.
WEBSITE USE RESTRICTIONS
You may use the Content only for your own non-commercial use to participate in Our Site or Mobile App or to place an order or purchase products from Pro-Direct Sport Ltd. Any other use is prohibited unless agreed to by Pro-Direct Sport Ltd in writing.
You agree not to change or delete any ownership notices from materials downloaded or printed from Our Site or Mobile App.
You agree not to modify, copy, translate, broadcast, perform, display, distribute, frame, reproduce, republish, download, display, post, transmit or sell any intellectual property or content appearing on Our Site or Mobile App, including user-generated content, without the prior written consent of Pro-Direct Sport Ltd, unless it is your own user-generated content that you legally submitted on Our Site or Mobile App.
To help prevent credit/debit card fraud, we may request additional information should we have any concerns with your order. This additional information would be proof of billing address or simply a conversation with you, so we can discuss our concerns.
Pro:Direct will never cancel or not accept an order without liaising with the customer unless we are certain the order was not genuinely placed by the cardholder.
Any details which are confirmed as fraudulent are passed to the UK police force in cooperation with Action Fraud (https://www.actionfraud.police.uk). Credit card fraud is illegal, and we will fully co-operate with the police and crime prevention agencies to prosecute those who break this law.
If you have any concerns/questions regarding our fraud processes, or you are in law enforcement and require information regarding a specific transaction, please contact email@example.com and a member of our Business Protection team shall be in contact.
Pro:Direct is not responsible or liable for any User Generated Content or other Content posted on Our Site or Mobile App or for any offensive, unlawful or objectionable content you may encounter on or through Our Site or Mobile App. Our Site, Mobile App User Generated Content, Content, and the materials and products on Our Site and Mobile App are provided and without warranties of any kind. To the fullest extent permitted by law, Pro:Direct disclaims all warranties, express or implied, including, but not limited to, implied warranties of title, merchantability, fitness for a purpose and non-infringement. Pro:Direct cannot guarantee and does not promise any specific results from use of Our Site or Mobile App. Pro:Direct does not represent or warrant that Our Site or Mobile App will be uninterrupted or error-free, that any defects will be corrected, or that Our Site or Mobile App or the server that makes Our Site and Mobile App available are free of viruses or anything else harmful. To the fullest extent permitted by law, Pro:Direct does not make any warranties or representations regarding the use of the materials or Content in Our Site and Mobile App in terms of their correctness, accuracy, adequacy, usefulness, reliability or otherwise. You understand and agree that you download or otherwise obtain Content (including any mobile client) at your own risk and that you will be solely responsible for your use and any damage to your mobile device or computer system, loss of data or other harm of any kind that may result. Pro:Direct reserves the right to change all Content and other items used or contained in Our Site or Mobile App at any time without notice. Some states do not permit limitations or exclusions on warranties, so the above limitations may not apply to you.
These Terms and Conditions and any contracts made under them are governed by and shall be governed and construed in accordance with the laws of England and Wales whose courts shall be courts of exclusive competent jurisdiction. We make no representation that materials on this Site are appropriate or available for use in other locations and accessing them from territories where their contents are illegal is prohibited. Customers who access this website from locations outside the United Kingdom do so at their own risk and on their own initiative and are responsible for compliance with local laws, to the extent that any local laws are applicable. Nothing in these Terms shall in any way be deemed to restrict or affect your statutory rights under English law.
We reserve the right to suspend your use of Our Site or Mobile App at any time for operational, regulatory, legal or other reasons. We may terminate your use of Our Site, the Mobile App and/or your account with us with immediate effect if you breach any of these Terms.
Date of last revision: 5th October 2022.