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RETURNS

In addition to the Distance Selling Regulations, you can return any item within 28 days of receipt for a refund of that item.

For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them. This includes sale items.

Unfortunately, we do not provide exchange service. So you'll need to return the unwanted item for a refund and place a new order for the correct Size / Colour / Style that you wanted

Please note that in the interests of hygiene, items marked with a '*' next to the product name cannot be returned, unless they have remained in their original wrapping or are faulty.

In all cases, the items returned must be in their original condition, which includes tags and 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 are not responsible for any items that are returned to us in error.

We recommend you use a postal service that insures you for the value of the goods you are returning or obtain proof of posting.

Royal Mail 2nd Class Recorded Service is recommended for UK Customer.


What to do to return your item to us

  • Contact us through your account or email ‘return@promate.net’
  • You must inform our customer service team the item you are returning. We will then provide you with a unique Return ID Number for you to fill in the return form and will confirm the address you need to return the item to.
  • Please package the item securely and include inside the package your Return Form (Return ID Number, Item number, name and address)
  • Please obtain a proof of postage from the Post Office (Courier) when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit when returning.
  • If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

What we'll do next

All products returned to us are checked by our Returns Department.

If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).

Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.

We will refund the original credit/debit card/PayPal account used to purchase the item.

Return of replacement goods

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.

Cost of returning items

Please note that we can only refund the postage costs for returning an item where:

  • we sent you the wrong item, or
  • the item is damaged or faulty, or
  • where you are returning a substitute or replacement item which you do not want to keep.

We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Christmas period returns policy

We don't want you to worry about anything during the Christmas holiday period, so that you can relax and buy all your gifts before the Christmas rush.

We therefore have an extended our returns policy for Christmas – all items purchased after the 31st October in any year can be returned up until the end of January in the year immediately following the previous year.

Complaints

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer complaint representatives at complaint@promate.net

Our returns address is:

Promate Technologies Limited
Jinshuli Industrial Park,
Hengyi Rd,
HengHang, 

LongGang Dist,
Shenzhen,
China P.R.C.