At Pro-Line Direct, we want you to feel secure when ordering from us. If something is wrong with your order, we’ll always aim to make it right.
Faulty or Damaged Items
If your item arrives damaged or develops a fault within a reasonable time after delivery, please contact us immediately with:
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Your order number
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A brief description of the issue
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Photos or a video showing the fault or damage
We will first offer a replacement. If a replacement isn’t suitable, you can request a full refund including the original delivery cost.
If the item is faulty within the warranty period, we reserve up to 30 days to resolve the issue from the date you first contact us. If you choose to return the item within this period instead of allowing us to resolve the fault, the original delivery fee, collection charges, and a 10% restocking fee will apply.
Items Not as Described
If we have sent the wrong item or it differs significantly from the description, you must notify us within 30 days of delivery. You can choose:
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A replacement at no extra cost
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A full refund, including original shipping
Warranty Coverage
Warranty periods are specified on individual product pages.
To make a warranty claim, contact us with:
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Proof of purchase
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Relevant images or videos of the issue
Warranty claims are handled on a case-by-case basis.
How Refunds Are Issued
Once a refund is approved, it will be processed via your original payment method. We’ll notify you when the refund has been issued. Refunds can take up to 14 days to appear in your bank account.
Returning Unwanted Items
If you’ve changed your mind, you can return your product within 30 days of delivery, provided that:
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The item is unused, unassembled, and in its original packaging
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All components, manuals, and accessories are included
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You have contacted us in advance to arrange the return
Return shipping costs for unwanted items are the customer’s responsibility. A 10% restocking fee will also apply.
We reserve the right to refuse returns that don’t meet these conditions.
Non-Returnable Items
For hygiene and safety reasons, certain items (such as used ice baths) cannot be returned once opened or used. These exclusions are clearly stated on the respective product pages.