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Returns, Refunds and Exchanges

Returns Policy

Items can be returned within 30 days of receipt for a refund or exchange* providing they are returned in a perfect unsoiled (as new) condition and with all packaging, labelling and hangtags fully attached.

*Exchanges: We can only exchange an item to the same product in a different size or colour. If you wish to change to a new product, please return your original order for a refund and place a new order on our website for the new product. If you would like an exchange to be sent to a different address please inform us at [email protected] in good time and we will do our best to change this. We cannot accept a new address by note received with your returned goods.

Please note that if you purchased your item from an independant / third party retailer (not directly via the Proviz website), you will need to liaise with them directly regarding any return/ refund/ warranty queries.

FREE UK RETURNS 

Head to our Fast Returns Portal where we have made returning your items easy, convenient and free with Royal Mail.

You will need to enter your order number, which can be found on your order confirmation email, and either your postcode, email address or phone number (as listed on your order).

Select the items you’d like to return, the reason for your return, and the method of return. You can choose to print your returns label or to receive a QR code that can be taken to the Post Office for them to print for you. Please ensure you include your order number in your return package, either by printing the returns documentation provided in the portal or by including a hand-written legible note.

You will subsequently be able to access your returns documentation or follow the progress of your return here.

INTERNATIONAL RETURNS (OUTSIDE UK)

Good news, if you have ordered from one of these countries we can offer FREE RETURNS:

Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, New Zealand, Norway, Poland, Slovenia, Slovakia, Spain, Sweden, USA.  

Head to our Proviz REBOUND Returns Portal to register your return.

We have partnered with ReBOUND who have revolutionised International returns and are used by some of the largest global brands. 

You will need to enter your order number, which can be found on your order confirmation email, and either your postcode, email address or phone number (as listed on your order). Confirm your sender address, phone number and email address. ReBOUND will send your return confirmation to the email address provided; the email will contain links to track your return shipment and a copy of your unique return label. Then select a return method that suits your needs; we recommend that you select one of the tracked options to enable you to check the progress of your return. 

You can then track the progress of your international return here

For orders from Switzerland you are still entitled to Free Returns but you will need to email [email protected] and you will be sent a Postage Label.

OTHER COUNTRIES

If your country is not listed above or you would like to return your product another way, you will have to pay for shipping back your returns, please email [email protected] quoting your order number, state the reason for your return and then send direct to:

Proviz Returns
C/O i-Fulfilment
The Runway
Christchurch
Dorset
BH23 4FL
UNITED KINGDOM

RETURN TIMEFRAMES

Once a return has been delivered at our warehouse, our Returns Team aim to unpack and check all returns within the shortest delay possible but please note that during busy periods it may take a few days. You will be informed by email as soon as your return has been processed.

We kindly ask to allow for longer processing times over the Christmas/ New Year period.

If you requested a refund, you can subsequently expect to receive this within 14 days. We aim to make refunds using the same method you used to pay for your purchase.   

If you requested an exchange, you will be notified by email as soon as your new item has been despatched. If your desired item is out of stock, we will inform you.

For further information on our refunds policy please see our Terms and Conditions of Sale.
If you received a faulty item, please refer to our FAQs.

If you have any questions, please do not hesitate to call our Customer Support Team on +44 (0) 1425 204 445 (open Monday-Friday 8.30am-5.30pm GMT and closed weekends and Bank Holidays) or email [email protected]