Refund & Returns Policy
If for any reason you are not happy with your order, or any part of it, within 28 days of receiving it, just return the items you don’t want in an unused, saleable condition with the original packaging and we’ll refund the cost of the item(s) you’ve returned. Please ensure any swing tags are still attached.
Any item bought in a bundle or multi-buy offer will only be refunded at the item pre-discount cost minus the offer discount, unless all items constituting the multi-buy or bundle offer are returned at the same time.
To return item(s), please follow these steps:
a. Before returning any items, please contact us with details on 01395 222975 or email us at firstname.lastname@example.org so that we have a record of your intention to return an item(s).
b. When packing up your parcel, please include the bottom part of the paperwork (dispatch note) sent with your order so that we know who the return is from. If you include your mobile number we’ll send you a text confirming that we’ve received the parcel and made your refund.
c. RETURNS VIA POST You can return any unwanted item(s) to Proserve at 3 Dinan Way Trading Estate, Exmouth EX8 4RS and we will issue you with a refund once your item(s) has been checked in and re-stocked. You will be responsible for the cost of returning the items to us. We suggest that you obtain proof of posting as we cannot be held liable for returns that are not received by us. If the item is being returned because of an error on our part, or the item is damaged or defective, we will refund the return postage costs as well as the item cost (please see section 3 below).
d. RETURNS VIA SCHOOL You can return the unwanted item(s) to the point in the school where your order was collected; we will collect returned items at least once every half term and will issue your refund once your item(s) have been checked in and re-stocked.
Your refund will be made to the original debit or credit card that you used to pay for your order. If you have used an alternative method of payment, your refund will be made by this method or another more suitable method which we will advise you of.
Any items received which are not in their original condition will not be eligible for a refund. You will be offered the opportunity to have the items sent back to to you; however, you will be responsible for paying for your items to be redelivered.
Replacements and refunds will not be given if you have given us the wrong postal address to send your order to.
You are entitled to cancel your contract if you wish providing you do so within seven days of your contract with us. You will receive a full refund for your order should you cancel your contract under these conditions.
If you wish to cancel your contract prior to despatch of goods, please email email@example.com or telephone 01395 222975.
If your order has already been despatched please follow our returns information above in section 1. Please note that in these circumstances you will be responsible for the cost of returning the items to us and your refund will only be issued on receipt of your returned goods.
We reserve the right to return any faulty goods to the manufacturer for inspection before replacement or refund.
If you are returning an item because of an error on our part, or the item is damaged or defective, we will refund the return postage costs. Please use standard 2nd class post with proof of posting for items under 1kg in weight, and standard parcel delivery for items over 1kg. If you return the items any other way, you will be liable to pay any extra postage costs incurred.
We will only refund the return postage costs of faulty items. If you are returning non faulty items you will be responsible for paying the cost to return these (please see section 1 above).
If a faulty item is essential for your child to wear to school and he or she has no alternative, you may wish to purchase and receive a replacement before returning the faulty item. When we receive the item you believe to be faulty we will issue your refund and the postage costs.
If a garment you return is not deemed to be faulty by ourselves we will seek the manufacturers’ assessment before any decision regarding a refund is made. In these circumstances, we will contact you to advise you of this investigation.
If you wish to ring us before returning any faulty items or items you have received because of an error on our part, please call 01395 222975.
If your order is returned to us due to a failed delivery attempt by the Royal Mail or Courier Company, you will be responsible for paying for your order to be redelivered. If you do not want to pay for your order to be redelivered, we will refund your order minus the original postage costs.
Our returns address is: Proserve, 3 Dinan Way Trading Estate, Concorde Way, Exmouth EX8 4RS
Our telephone is: 01395 222975
Our returns email is: firstname.lastname@example.org