As a consumer you are entitled to cancel/return your order. You have the right to cancel from payment, to 14 days after goods have been delivered.
Bespoke items (such as made to order steel tanks) can only be cancelled before they have been manufactured. If a bespoke item has been manufactured you will NOT be able to cancel your order. It will be clear if you item is bespoke but feel to contact us if you unsure.
Exchanges may be available but not definite, please call or email customer service if you have any questions regarding this. Items discounted due to limited time “sales” will still be eligible for return as per below.
In order to start the return/cancellation process we must be contacted via email (sales@prolinedirect.co.uk) or by phone 03301748550 within the specified times above.
You will require proof of receipt upon your request and best contact details. When returning your item please ensure items in its original packaging. Please keep any proof of postage if returning in case of loss during transport.
If the product gets damaged before returned you will be charged for necessary repairs that need to be made, this will be deducted from your refund.
You will be required to pay for transport fees to and from delivery address which will also be deducted from your refund amount.
Please note an administration/restocking charge will also be applied to the refund.
DO NOT send items back to the office address. Return address may vary so you must only use the address supplied by our own customer service team, accompanied by a returns ID number which will have been attained by Pro Line Direct.
Refunds
If you have cancelled your order before delivery, you will receive your refund in up to 14 days.
If your item has been delivered and you require a return. You will receive your refund in up to 14days from the date goods have been returned and checked.
