Prostone Returns Policy

Our returns policy does not affect and is in addition to your statutory rights.

Your right to cancel

If you buy a product from Prostone using this online site, you may cancel your order (or any part of it) before delivery and before the goods have left the factory warehouse.

If you cancel after delivery, you may only do so subject to the following conditions:

• The product must be returned to us unused, as new and in undamaged condition. We advise you to return goods in their original product packaging with all shrink wrapping and banding around the pallet or crate still intact in order to protect them in transit to us.
• We will give a refund of the price paid for the returned product.
• Delivery charges and collection charges for orders cancelled after the day of delivery will be deducted.

Further conditions apply to cancellations due to damage or where you may have changed your mind – see below.

Damaged Goods

It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a pallet or crate that is damaged and have chosen to accept the delivery, it is important that you sign the delivery note as "damaged" and that you notify us of any damage within 48 hours of delivery.

Damage should be notified to us via email to sales@prostone.eu together with digital photographic evidence of the damage. We will then arrange to collect and replace your item subject to our usual terms and conditions of sale and delivery or offer an alternative remedy. Signing of the delivery note as “unchecked” or similar wording does not relieve you of the obligation to notify us of any damage within the first 48 hours from delivery. We will not accept claims for damaged goods if the carrier has obtained a clean signature or if more than 48 hours after delivery have passed.

Unfortunately, breakages can occasionally happen and we will send out replacements as soon as we can. To help us, we recommend that you open all products and check exactly how many individual units are broken, take photographs of the breakages, then contact us via email to sales@prostone.eu.

Other Returns

Before you request or arrange the return of a product, please read the information below carefully.

Change of Mind Returns

These rights apply to the extent that you have purchased the product as a consumer. You may return any delivered product(s) you have purchased within 14 working days after the day of delivery. To do so you must notify us in writing via email to sales@prostone.eu. If you are returning a product because you have changed your mind after delivery, you must arrange for return transport of the goods at your own cost. All returned products must be returned unused, as new, and in undamaged condition. We advise you to return goods in their original product packaging with all shrink wrapping and banding around the pallet or crate still intact. The products will be at your risk during return, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return.

• We will give a refund of the price paid for the returned product within 30 days of cancellation.
• Delivery charges and collection charges for orders cancelled after the day of delivery will be deducted.

Further conditions apply to cancellations due to damage as previously stated.

If an item is returned damaged, we will notify you via email or post. If damage has occurred in transit, it is your responsibility to make any claim for damaged items against your carrier. We will not refund the cost of items which are found to be damaged on return to us: such items will remain your property and may be collected from us at your cost. We may dispose of them if not collected within 30 days.

Products that are damaged or broken on arrival (Cancelling the Order)

In cases where our products are damaged or broken on delivery and you wish to cancel the order as a result, provided damage is reported within 48 hours of delivery with photographic evidence as set out above, we will organise collection of the damaged item(s) from you. Until this time, the products remain at your risk and you should take reasonable care of them, including securing, packaging and/or storage of the goods to prevent further damage. Following collection and inspection, provided we are satisfied the goods have been damaged in transit or otherwise before delivery, a full refund will be issued.

Damaged or Broken on Arrival (Replacement Parts or Items)

In cases where our products are damaged or broken on delivery and you wish to have a replacement or parts sent, provided damage is reported within 48 hours of delivery as set out above, we will use reasonable endeavours to provide suitable replacement products or parts. In this case, we will advise you of a date for the collection of the damaged or broken items and subject to return and inspection of the items, we will then issue a replacement within our normal delivery schedule. All returned products must be returned in the condition in which they were received by you, and you are responsible for ensuring that the items are sufficiently packaged to prevent further damage occurring during their return. All items will be checked upon return before the relevant action is taken. The products remain at your risk until collected by ourselves. Please note replacement parts or products can vary, as explained in our terms and conditions of Sale, so may not be identical to the items being replaced. In particular, colours and shades can vary by batch and could be different from your original order: for more information please refer to the technical specification documents for your product at www.prostone.eu.

Item received is not what you ordered

If the products delivered to you are not what you ordered, or do not correspond fully with the itemised description on your order and you wish to discuss this please notify us immediately via email to sales@prostone.eu. Please also refer to our terms and conditions of Sale. We aim to respond to emails within one working day of receipt.

Item is faulty on delivery

Where you believe any product may be faulty, you must notify us within 7 days of delivery by contacting us via email to sales@prostone.eu. We can then arrange for a replacement or refund as required. In both instances we will arrange to collect the products and inspect them. If the products are found to be faulty we will arrange for a replacement to be sent or to refund you the cost of your purchase. If you require a refund and the products are found upon inspection not to be faulty, we will refund you the purchase price less the cost of collecting the products. If you wish to cancel the order please refer to Change of Mind Returns above.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Goods missing on delivery

It is your responsibility to check against the carrier’s delivery note that the appropriate number of packages, parcels, pallets or crates has been received, and that the correct number and description of ordered goods or items has been received. You must notify us within 48 hrs of receipt via email to sales@prostone.eu of any shortages. Once an item has been installed, it cannot be returned and the purchase price cannot be refunded.

General Return Information

Returns or cancellations will not be accepted if the product(s) have been altered by applying chemicals or paints to the surfaces other than those provided by sales@prostone.eu or by altering or customising the product in any way that could be deemed as you using or treating the products as your own.

Refunds

Refunds will be processed within 7 working days and all payments will be credited against the original card holder’s payment details where possible.