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Returning Products

  • complete-icon

    Complete

    Please complete the appropriate section on the returns form.
  • orders-icon

    Package

    Package your unused product in original condition with the returns form.
  • dispatch-icon

    Send

    Send to - Pro:Direct Soccer, Returns Dept, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ
Returns must be within 28 days of receipt.

Returns

  • What is your Returns Policy?

    All goods supplied by Pro:Direct are from official sources and covered by the normal 12 months retailer warranty (subject to: wear and tear, accidental damage and misuse). You can return any item within 28 days of receipt for a refund or to exchange the same item for an alternative size. The items must be returned in their original condition, which includes any packaging. For example, shoes must be returned along with the original shoe box, any tags attached and in new condition (not used outside or on an abrasive surface)

    UK customers - If you are returning items with a total value of under £250, and you are within the UK, you may use our free returns service. Simply visit https://prodirectsport.returns.international/lite to create your free returns label. Please follow the instructions within the portal and choose one of the three options. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with the carrier. Failure to provide a receipt which can be successfully authenticated by the carrier will result in us being unable to process your return.

    For returns in the UK with a total value of over £250 or for all returns from outside of the UK, you are responsible for selecting and paying for a carrier service which will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.

    Customers in the EU -  If you wish to return orders from an EU country you should contact our customer service team before making a return. Our team will advise on the best way to resolve the return query and confirm which warehouse to return the goods to.  You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. 

    For Returns to the EU warehouse you should return the item to the following address: Returns Department, Pro-Direct Sport Ltd, CTPark Teplice, Kateřinská, 41742 Krupka-Nové Modlany, Czech Republic.

    For Returns to the UK warehouse you should return the item to the following address: Returns Department, Pro-Direct Sport Ltd, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ, United Kingdom (UK). 

    Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

    Pro:Direct shall only reimburse your returns costs for a product if it is declared faulty by the Returns Department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level: - Returns being made from the EU - a maximum of £20 / €23

    Customer outside of UK or EU - if you wish to return orders from outside of the UK or EU you should contact our customer service team before making a return. Our team will advise on the best way to resolve your query.
    You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. 

    Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

    You should return it to the following address: Pro-Direct Sport Ltd, Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ. United Kingdom (UK)

    Pro:Direct shall only reimburse your returns costs for a product if it is declared faulty by the Returns Department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:
    - Returns being made from the EU - a maximum of £20 / €23
    - Returns being made from outside the EU - a maximum of £40 / €45 / US$64 / AU$65

    Faulty item - If you are not able to find a carrier, please send us some pictures of the damage, and we will see if we can process your claim without receiving the item back. Please note we are not always able to process claims for faulty goods by images alone.
    Personalised item -Regrettably, we cannot accept a returned item that has been personalised unless it is a fault of the manufacturer. If you believe you have received a faulty product or there has been an error when personalising your item, please contact our customer service team. We may also be able to make an exception on a personalised order for Hero Id so Customer Services will be able to assist you further with this.
    All goods will be inspected on return. We reserve the right to refuse a refund or exchange if the goods returned are deemed to be damaged or tampered with not in accordance with normal use. This does not affect your statutory rights. 

    CLAIMS FOR NON ARRIVAL OF ORDER/RETURN 
    If your return is showing as scanned delivered to us but we have not yet processed it, please contact our customer service team. You will be required to allow us 10 business days from our acknowledgement of your claim to investigate all such claims. You will also need to fully co-operate in the investigation and provide us with all documentation that we request during the process. Failure to do so will result in a failed claim.
    Regrettably online retailers are often targeted by criminals engaging in fraudulent activities which focus on claims of non-receipt of delivery or return (e.g., SE, DNA/LIT/MI scams, fraudulent EB/PEB claims, FTID returns, digitally altered POPs).
    Crimes of this nature are very damaging to retailers and genuine consumers alike.
    Pro:Direct is acutely aware of the techniques employed by these criminals and as a result our investigation process is very thorough. As part of the process you may be required to provide some or all of the following:
    Proof of postage that will be passed to the carrier for verification that it has not been altered
    A signed and witnessed declaration indicating that the items being claimed as returned were legitimately returned by you and that the evidence supplied by you is true and not digitally altered
    If you are in the UK and the retail value of your return is over £250 or are not in the UK, you will be required to arrange your own carrier and will be liable for ensuring that it has the relevant tracking/insurance. If we do not successfully receive your returned items your claim would be with your carrier of choice and not Pro:Direct and you will need to satisfy their separate requirements for investigation of your claim.
    No return claims will be exempt from investigation. Investigations will be executed as swiftly as possible; however, 10 working days is required to allow the retrieval and review of CCTV footage (from our own warehouse, local Post Offices and delivery driver dash cams/PDAs etc) and the completion/review of all relevant documentation.
    Where the investigation concludes that an attempt to defraud the company has taken place, it is Pro:Direct’s policy to refer such cases for prosecution and all evidence collected will passed to the relevant authorities. We operate a zero tolerance to such criminal activity and are committed to protecting ourselves, our fellow online retailers and our customers from the increased costs that are associated with becoming a victim of these crimes.

     
  • How do I return an item? (UK customer)

    All goods supplied by Pro:Direct are from official sources and covered by the normal 12 months retailer warranty (subject to: wear and tear, accidental damage and misuse). You can return any item within 28 days of receipt for a refund or to exchange the same item for an alternative size. The items must be returned in their original condition, which includes any packaging. For example, shoes must be returned along with the original shoe box, any tags attached and in new condition (not used outside or on an abrasive surface)

    UK customers - If you are returning items with a total value of under £250, and you are within the UK, you may use our free returns service. Simply visit https://prodirectsport.returns.international/lite to create your free returns label. Please follow the instructions within the portal and choose one of the three options. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with the carrier. Failure to provide a receipt which can be successfully authenticated by the carrier will result in us being unable to process your return.

    For returns in the UK with a total value of over £250 or for all returns from outside of the UK, you are responsible for selecting and paying for a carrier service which will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.

    Personalised items - we will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product. If an order has been personalised with Hero ID, we may be able to make an exception so please contact customerservices@prodirectsport.com for further assistance.

  • How do I return an item? (Outside UK)

    If you wish to return orders from outside of the UK you should contact our customer service team before making a return. Our team will advise you on the best way to resolve the return query, please contact our Customer Service team at customerservices@prodirectsport.com .
    You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

    Customers in the EU -  If you wish to return orders from an EU country you should contact our customer service team before making a return. Our team will advise on the best way to resolve the return query and confirm which warehouse to return the goods to.  You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. 

    For Returns to the EU warehouse You should return the item to the following address: Returns Department, Pro-Direct Sport Ltd, CTPark Teplice, Kateřinská, 41742 Krupka-Nové Modlany, Czech Republic.

    For Returns to the UK warehouse you should return the item to the following address: The Returns Department, Pro-Direct Sport Ltd, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ, United Kingdom (UK). 

    Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

    Pro:Direct shall only reimburse your returns costs for a product if it is declared faulty by the Returns Department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:

    - Returns being made from the EU - a maximum of £20 / €23

    Customers outside the EU:
    You should return the item to the following address: Pro-Direct Sport Ltd, Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ.

    Please ensure that before passing your parcel to the carrier it is clearly marked as ‘Returned Goods - Relief Claimed’. You should also complete and attach any customs documentation as provided by the carrier and ensure the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

    Pro:Direct shall only reimburse your returns costs for a product if it is declared faulty by the Returns department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:
    - Returns being made from outside the EU - a maximum of £40 / €45 / US$65 / AU$65

    You should be able to find a carrier within your region offering a parcel service below these costs. 

    Faulty items - if you are not able to find a carrier please send us some pictures of the damage and we will see if we can process your claim without receiving the item back. Please note that we are not always able to process claims of faulty goods using images alone.
    Personalised items - we will only accept personalised items for return of the personalisation is incorrect from the receipt of order or if the item is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product. If an order has been personalised with Hero ID, we may be able to make an exception, please contact customerservices@prodirectsport.com for further assistance.

  • Can I exchange my item for something else?

    We are currently only able to offer exchanges for the same item in an alternative size, which we will dispatch to you upon receipt of the returned item. Please complete the paperwork, indicating which size you would like to receive.
    We are not currently able to offer an exchange service for alternative items however you can place a new order if you require this and mark your original order as no longer required.  Please return in new’ condition, which includes showing no sign of wear on the item itself plus the labels, tags and all packaging you can do so by sending it back to our Returns Department:

    UK customers - If you are returning items with a total value of under £250, and you are within the UK, you may use our free returns service. Simply visit https://prodirectsport.returns.international/lite to create your free returns label. Please follow the instructions within the portal and choose one of the three options. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with the carrier. Failure to provide a receipt which can be successfully authenticated by the carrier will result in us being unable to process your return.

    For returns in the UK with a total value of over £250 or for all returns from outside of the UK, you are responsible for selecting and paying for a carrier service which will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.

    Customers in the EU -  If you wish to return orders from an EU country you should contact our customer service team before making a return. Our team will advise on the best way to resolve the return query and confirm which warehouse to return the goods to. 

    You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. 

    For Returns to the EU warehouse you should return the item to the following address: Returns Department, Pro-Direct Sport Ltd, CTPark Teplice, Kateřinská, 41742 Krupka-Nové Modlany, Czech Republic.

    For Returns to the UK warehouse you should return the item to the following address: Returns Department, Pro-Direct Sport Ltd, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ, United Kingdom (UK). 

    Outside of UK & EU - please address return parcels to: Pro-Direct Sport Ltd, Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ. United Kingdom (UK)

    Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

    As  long as the Returns Department are happy with the condition of the item, they will provide you with a full refund and e-mail you to let you know that this has taken place.  

  • Have you received my returned item?

    As soon as we receive your returned item, we aim to process this for you within 7 working days (Monday-Friday).
    After the Returns department have processed this, you will receive an email to confirm this has been done.
    If you have not received an email from the Returns department, please check with the courier that the parcel has arrived back with us.
    If the parcel has not arrived back with us, please pursue with the courier you returned the order with.
    If the order has arrived back with us, please contact our Customer Service team at customerservices@prodirectsport.com with your Order ID number and tracking number for the returned parcel so we can investigate and resolve the matter quickly for you.

  • Can I return an item that has been personalised?

    Pro:Direct Sport reserves the right to choose method, colour and position of any personalisation unless the customer specifies. Please be aware that we are unable to cover any manufacturers logo when personalising an item.
    We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.
    If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct Sport reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.
    If, however, the product is later deemed to have a fault of manufacturer your statutory rights remain unaffected and we will be pleased to offer a refund.
    If an item is declared faulty, Pro:Direct Sport, will refund the cost of the returns postage having been provided an image of the postage receipt via email to customerservices@prodirectsport.com.
    Pro:Direct Sport also reserves the right to refuse a faulty product if the product has been modified by a third party and as a result has contributed or caused the fault the Item has developed. 

    If an order has been personalised with Hero ID, then we may be able to make an exception, so that it can be returned. Please contact customerservices@prodirectsport.com for more details.

 

CUSTOMER SERVICE

The best way to contact our Customer Service Team is via our direct email address - customerservices@prodirectsport.com

Customer Service team are operating 7 days a week (excluding UK Public Holidays).
Pro:Direct Live Chat is available Monday - Friday


You may also write to us at PDS Group, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ

Answers to the most commonly asked questions can be found within our Help & FAQ's section.