Refund policy

Returns & Refunds Policy

Last updated: 23rd June 2025

At Pro Armour Ltd, we are committed to providing premium-quality products and a great customer experience. This Returns & Refunds Policy outlines your legal rights under UK consumer law, as well as our procedures and requirements. It aims to ensure transparency, fairness, and reasonable protection for both you and our business.

1. Your Right to Cancel (Consumer Contracts Regulations)

Under the Consumer Contracts Regulations 2013, you have a legal right to cancel your online purchase within 14 calendar days from the day you receive your order, without giving any reason.

If you exercise this right:

  • You must inform us in writing by email at info@pro-armour.co.uk within 14 days of delivery.

  • You then have another 14 days to return the item(s) to us.

  • We will refund the cost of the item(s), excluding delivery charges, within 14 days of receiving the return or receiving proof of return postage.

  • Return postage costs are your responsibility, unless the item is faulty, damaged, or sent in error.

2. Returns Eligibility Criteria

To qualify for a return or refund:

  • Items must be unused, unworn, unwashed, and in a fully resalable condition.

  • All tags, labels, and original packaging must be intact.

  • A valid proof of purchase (e.g., order number, email confirmation) must be provided.

  • Items must be returned to us within 14 calendar days of notifying us of the return.

We reserve the right to reject returns that do not meet these conditions or reduce the refund amount accordingly if items show signs of use or damage.

3. Items That Cannot Be Returned

We are unable to accept returns for:

  • Items that have been worn, used, altered, or washed.

  • Items returned after the 14-day return window without prior agreement.

  • Customised or personalised products unless faulty or incorrect.

  • Products damaged due to misuse, neglect, or failure to follow care instructions.

4. Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Faulty

  • Damaged in transit

  • Incorrect (not as described or ordered)

You must contact us within 7 calendar days of delivery via email at info@pro-armour.co.uk with your order number and photographs (if applicable). Once validated, we will offer:

  • A replacement, or

  • A full refund, including standard delivery and return shipping costs.

We may request the item be returned to us for inspection before a resolution is provided.

5. Return Process

To return an item, please follow these steps:

  1. Contact us at info@pro-armour.co.uk with your order number, reason for return, and photos if the item is faulty.

  2. Once approved, package your item securely in its original packaging.

  3. Include a copy of your proof of purchase.

  4. Post your return to:                                                                                                Pro Armour Ltd
    Manor House Rd
    Long Eaton
    Nottingham
    NG10 1LR

📦 We recommend using a tracked delivery service. We are not responsible for items lost or damaged in transit.

6. Return Shipping Costs

  • You are responsible for return postage costs for unwanted or incorrectly ordered items.

  • If the item is faulty, damaged or incorrect, we will cover the return shipping cost or provide a pre-paid return label.

Shipping costs are non-refundable, unless the return is due to our error.

7. Refunds

  • Once your return is received and inspected, we will notify you of the outcome.

  • Approved refunds will be issued to your original payment method within 7–10 business days.

  • If the return is declined due to not meeting return conditions, the item may be returned to you at your cost.

8. Exchanges

We do not currently offer a direct exchange service. If you wish to change your item (e.g. size or colour), please:

  1. Follow the return process above for a refund.

  2. Place a new order for your preferred item.

9. Limitation of Liability

Pro Armour Ltd is not liable for:

  • Items damaged by the customer due to misuse or neglect.

  • Returns lost or damaged in transit due to inadequate packaging or lack of tracking.

  • Return requests submitted outside of the stated timeframes without prior agreement.

10. Contact Us

For any questions about returns or refunds, please contact our support team:

📧 Email: info@pro-armour.co.uk
📍 Address: Pro Armour Ltd, Manor House Rd, Long Eaton, Nottingham, NG10 1LR

We reserve the right to update this policy to reflect changes in the law, our business, or services. We recommend reviewing this policy periodically.

Thank you for shopping with Pro Armour Ltd.