Next Day Delivery Avaliable for orders placed before 2PM 18th December
Returns Information
Our Returns Policy

All goods supplied by Pro-Direct UK are from official sources and are covered by the normal manufacturer's warranty. You can return any item within 28 days of receipt for a refund of that item or to exchange it for a different size/colour/item.

In all cases, the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

We do not offer a free returns service. However, if you return items for replacement, we will dispatch the replacement goods to you free of charge. We will refund the monetary value of the goods returned to us, at the price you purchased them. All refunds will be for merchandise only, we cannot refund shipping costs unless the item was sent in error.

If you wish to return goods for an exchange or refund please send the goods back in their original packaging with a courier of your choice. Please understand that we cannot accept COD's or packages marked "Bill Recipient". Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit.

Most importantly we suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.

Can personalised items be exchanged?

Once items have been personalised they cannot be exchanged unless faulty so please make sure you order the correct size when purchasing. If you wish to cancel or change an order for a personalised product please CALL our Customer Service Team IMMEDIATELY. Whilst we cannot guarantee that it will be possible for your order to be cancelled or changed we will do our best.

If, however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected and we will be pleased to offer a refund or exchange.

We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.

How do I return a product if I'm not happy with it??

If you find that the product is unsuitable please return it in it's original condition unused with all packaging and tags intact within 28 days of receipt for either refund or exchange. On the dispatch note is a returns form and label which both explains the returns process and requires you to complete the appropriate section so we know what action to take. Please add a covering letter if you feel the need to add more information or it simply will not fit on the returns part of the dispatch note. We do not offer a free returns service. However, if you return items for replacement, we dispatch the replacement goods to you free of charge.

Please return the order to:
PRO DIRECT RUGBY RETURNS DEPT
SHALDON ROAD,
NEWTON ABBOT,
DEVON,
TQ12 4PQ

Most importantly we suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.

What happens if there is a fault with a product?

As an online business, we aim to provide a Returns service that is totally hassle-free for you.

If you find a fault has occurred with a product please return the item in a clean and dry condition to:
PRO DIRECT RUGBY RETURNS DEPT
SHALDON ROAD,
NEWTON ABBOT,
DEVON,
TQ12 4PQ

Make sure you include a covering note with your name/address/contact telephone no. or email address, clearly explaining the reason for return along with the outcome you would like (Replacement,Exchange or Refund). We endeavour to deal with returns within 3 - 5 working days, however this may extend at busy times of the year. Most importantly we suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.

Have you received my returned goods?

As soon as your return has been processed by our warehouse, we'll email you to let you know. If you have requested a refund then this will have been processed at this point. If a replacement or exchange is being processed the goods will be dispatched soon after (if personalisation is required this will take 3 - 5 days). If you have not received notification that we are processing the return firstly track the parcel with the courier you sent it with to confirm it's reached us; if it hasn't they will investigate for you. If it is confirmed at PDS please contact our Customer Service team straight away and we'll resolve the matter quickly.

My return was processed but i wasn’t refunded my delivery charge?

If goods are returned as unsuitable or for exchange of size we will not refund either your returns cost or the original postage charge. If an item is faulty or we sent the wrong item to you then we will cover the cost of return. For more information, please see our Returns Policy.

I have been refunded the incorrect amount?

We are very sorry if we have made a mistake on your refund. Please get in touch with us and we will try and sort it out for you as soon as possible. The following may affect the amount you have been refunded:

- The delivery charge, which would only be refunded if the goods are faulty.

- Any discounts that were applied at the time of sale, which may not now be applicable.

We may have refunded you less returns costs. If you have refused the delivery of your parcel, or not contacted the courier/mail service after they have attempted to deliver to you, you are then liable for the return charges made by the courier to have it returned back to us. This amount varies depending on where the parcel is returned from and it's size.

I returned an item and it was incorrectly refunded or replaced.

We are really sorry if we made a mistake when processing your request.

If you were expecting a replacement and got a refund instead, this may be because we were unable to exchange the item for what you wanted due to stock availability and could not reach you for an alternative decision on what you would prefer. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead. If you contact our sales team to reorder we will offer free delivery on the replacement item/s.

If you were expecting a refund and we sent you replacement goods please get in touch with our customer service team and we will resolve the problem as conveniently as possible for you.