Our Returns Policy
Approved by IMRG
If you want to return a product now, please complete the returns form
We have a consumer-friendly returns policy, which is vetted and approved by IMRG and Safebuy, which is, in turn, approved by the Office of Fair Trading.
We've also gone to great lengths to remove the hassle from returns, making online shopping that bit more satisfying! We offer free domestic returns-for exchange on all UK orders within 28 days.
Our Returns Procedures
We want to ensure that shopping with us is a pleasure, and that you are completely satisfied with your purchase. We realise that shopping online can be difficult, especially in choosing clothing, so we've made it as simple and cost-effective as possible.
> If you change your mind or the item isn't suitable:
> If you don't like your item, have changed your mind, or there is a problem, we offer a full 'no quibbles' money back guarantee within 28 days.
> Our 28 Day Returns Policy and Right to Cancel (Distance selling regulations).
> Right to Cancel: Under European Law, you have 7 days from receipt of an item to cancel your order and request a full refund. This request must be made in writing by email or letter to Proviation, Carters Yard, Dunstable, LU6 1EH or email@example.com
> Proviation goes beyond the 7 day cooling off period, and allows you to request a return for exchange or a full refund for up to 28 days from receipt of your delivery. This request must be made in writing as above.
> Items should be returned in a reasonable condition with the original packaging also in a reaonable condition, within a reasonable time following your written notice to us for a full refund or exchange for a different item*
> Please pack the relevant item securely with its original packaging and send it to us with a copy of your sales receipt. This returns policy does not affect your statutory rights
* If the product returned is not in a reasonable condition and it is clear that no reasonable care has been taken of the item, we do reserve the right to refuse to accept the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
> For returns for a refund, you are responsible for the costs of delivering the item(s) to us.
> Damaged Goods
> Items damaged on receipt must be notified to us within 7 days of your receiving the item. Our repair policy (below) applies.
> Free Domestic Returns for Exchange
> Proviation will arrange collection of your item, or send pre-paid packaging if you wish to exchange an item for another within 28 days.
> Faulty items will be collected or pre-paid packaging sent. Again, there is no cost to you. This applies to faults covered under the manufacturer's warranty.
> If an item is faulty:
Please report the fault to us at firstname.lastname@example.org , +44 (0) 1582 20 49 86. We will investigate any technical issues for you and arrange collection and repair as per our 'Collect & Repair' Policy
The policy for Returns Procedures and Refunds applies; please contact us with information on the fault, and we will advise further action. The customer will be given an RMA number, and the product should be shipped to the address advised.
In the case of returns within manufacturers warranty, Proviation will pay your delivery costs. In all cases, an original invoice must be supplied with the goods returned.
For software it is important for you to read the back of the package for compatability before opening. It is widely accepted that the majority of "Non-working" software is related to the users hardware configuration and not the software
> Products we're unable to refund or exchange
Unless they're faulty, we're unable to offer a refund or exchange on:
* personalised or made-to measure/order goods
* perishable goods such as food, plants or flowers
* CDs, DVDs, tapes or other recording media, software or video which have been unsealed by the customer.
We cannot accept returns of items personalised or made to your specification; audio/video recordings or software that you have unsealed; items that, by reason of their nature, cannot be returned; perishable goods (e.g. food and flowers), and periodicals/magazines.
> Used items:
If you have used an item, we may still accept it back although it would be accepted under the terms of our trade-in programme. You can contact us for more information
We hope you'll be pleased with your purchase. If you should change your mind, and wish to return anything bought from Proviation, we'll be happy to refund or exchange a product providing it is unused and sealed in original packaging. Returns should be made within 28 days. Please see below for exceptions to this policy.
Refunds will be made within a maximum of 30 days of receiving your goods. We endeavour to ensure refunds are completed within 5 working days.
Re-stocking Charge on Damaged Items
If the product returned is not in fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Refunds go back onto the card you used:
Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
* The original account no longer exists
* The original account details have expired
* The order has been placed exclusively with gift vouchers
* The recipient requires a credit
Loss or Damage:
Goods damaged in transit may be returned for a rull refund, providing items are in stock. Please advise us within 7 days if this is the case. The item will need to be returned as per the terms above.
Claims for missing items or the non delivery of complete orders must be made within 60 days of the despatch date.
Most couriers as that we please allow up to 30 days for items to arrive. Naturally, if you contact us, we will assist as much as possible to provide a viable solution. Please speak to us in these instances.
Need clarification? Please contact +44 (0) 800 380 0577 (UK only) or +44 (0) 1582 20 49 86 (international) or email email@example.com
Updated 12 Sept 2012