Returns & Refunds Policy

1. Returns Overview

At Pro RTX Direct, we aim to make returns hassle-free. Whether your item is incorrect, faulty, or you simply changed your mind, our policy covers you every step of the way.

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2. Step-by-Step Returns Process

1. Contact us first

Reach out within the time limits below via email returns@prortxdirect.co.uk to arrange your return and receive a unique Goods Return Number (GRN).

2. Package your item

Ensure the item is unused, in original packaging, and in resalable condition. Clearly mark the GRN on the outer package and include a printout inside.

3. Ship or schedule collection

Send items back via a trackable delivery service or request a collection (at additional cost where specified).

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3. Time Limits

Incorrect or faulty items: Contact within 5 working days of delivery. Return shipment must be arranged by you within 7 days of supply.

Change-of-mind returns: Contact within 30 days of purchase and ensure items are returned within that same 30-day window.

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4. Costs & Fees

Incorrect/faulty items: We’ll collect or reimburse shipping at no charge.

Changed mind:

A restocking fee applies—£25 or 15% of order value, whichever is higher.

Shipping costs are your responsibility.

Collection option (UK Mainland): £8.97 + VAT for first box, plus £4 + VAT per extra box.

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5. Exchanges

Exchanges are processed as two separate transactions:

1. Return the unwanted item using the standard returns process.

2. Re-order the desired item as a fresh purchase.

Credits are applied via your original payment method or credit account.

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6. Refunds & Credits

Credit accounts: Refund credited during the next payment cycle.

Card payments: Refunds are generally processed with your return acknowledgement and completed within 14 days.

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7. Exclusions & Non-Returnable Items

We cannot accept returns for:

Samples, special order/non‑stock items, underwear, paper transfers, consumables, inks, embroidery threads, clearance and discontinued lines.

Worn, soiled, decorated, processed or modified goods.

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8. Other Conditions

Consequential losses: We cannot refund extra costs like decoration, delays, or onward postage.

Late collection/no-show: If we collect and cannot access the premises, a failed collection fee will apply.

No GRN = no refund: Returns sent without a GRN may be rejected or destroyed.

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9. Contact & Support

Questions or need assistance? Contact our Returns Team:

Call: 0800 RTX–000 (Mon–Fri, 9 am–5 pm)

Email: returns@prortxdirect.co.uk

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10. Your Legal Rights

This policy operates alongside your statutory rights under UK law (e.g., the Consumer Rights Act 2015). It does not affect, replace, or limit those rights.Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail returns@prortxdirect.com