Refund policy

We hope you will be delighted with the goods that we supply to you but if you wish to contact us for a return and/or refund please see our policy below (taken from our Terms and Conditions):

17. Returns and Refunds Policy

“Protega Global” aims to always provide high quality Goods that are fault free and undamaged. On occasion however, goods may need to be returned. Returns are governed by these Terms and Conditions.

17.1 If the Purchaser wishes to return Goods to “Protega Global” for any of the following reasons, they should contact us by telephone on 01722 427 842, or by e-mail to sales@protega-global.com, to make the appropriate arrangements. The Purchaser should not seek to return the Goods before contacting “Protega Global” who reserve the right to arrange for a carrier to collect.

17.2 If the Purchaser receives Goods which do not match those ordered, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, the Purchaser should contact us within 14 working days to arrange collection and return. “Protega Global” will hold itself responsible for paying shipment costs under these circumstances. The Purchaser will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used when the Goods were purchased. Refunds and replacements will be issued upon our receipt of the returned Goods, subject to Clause 17.8 below.

17.3 If any Goods purchased have faults when they are delivered, the Purchaser should contact “Protega Global” within 14 working days to arrange collection and return. “Protega Global” will hold itself responsible for paying shipment costs in these circumstances. Goods must be returned in their original condition with all packaging and documentation. Upon receipt of the returned Goods under the conditions stated, the price of the Goods, as paid, will be refunded through the payment method used when the Goods were purchased, subject to Clause 17.8 below.

17.4 If any Goods develop faults within their warranty period, the Purchaser is entitled to a repair or replacement under the terms of that warranty.

17.5 If Goods are damaged in transit and the damage is apparent on delivery, the Purchaser should sign the delivery note to the effect that the goods have been damaged. In any event, such damage should be reported to “Protega Global” within 14 working days to arrange collection and return. “Protega Global” will hold itself responsible for paying shipment costs under these circumstances. Upon receipt of the returned Goods, the price of the Goods as paid, will be refunded through the payment method used when the Goods were purchased, subject to Clause 17.8 below.

17.6 If you are a Consumer you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 working days after the Goods have been delivered. If you change your mind about the goods within this period, you are entitled to return them to “Protega Global” within 14 working days of receipt. You will be responsible for paying shipment costs if Goods are returned for this reason.

17.7 If the Goods have been dispatched or have reached you, but you, the Purchaser, (not being a Consumer) decides that they are no longer required, the Goods may be returned to “Protega Global” within 14 working days of receipt. Goods can only be returned for this reason if their packaging remains unopened and the Goods can be re-sold, as new, without any additional work on the part of “Protega Global”. The Purchaser is responsible for paying shipment costs if Goods are returned for this reason.

17.8 Where a refund has been agreed by “Protega Global” as appropriate in any of the above circumstances, this will be processed as soon as possible, (and in any case within 14 days of receipt of the returned goods), through the payment method used when the Goods were purchased.

17.9 For Goods returned by the Purchaser after 14 working days of their delivery date, “Protega Global” will refund the price paid minus a re-stocking charge of 20% of the value of the order.

17.10 “Protega Global” reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors which may be taken into account in the exercise of this discretion include, but are not limited to:

17.10.1 Any use or enjoyment that you may have already had out of the Goods;

17.10.2 Any characteristics of the Goods which may cause them to deteriorate or expire rapidly;

17.10.3 Any discounts that may have formed part of the purchase price of the Goods to reflect any lack of quality made known to the Customer at the time of purchase.

17.10.4 Any diminishment to the value of the goods e.g. if the Goods have been damaged whilst in your care or you have handled them beyond what is necessary to establish the nature, characteristics and function of the Goods. Such discretion will be exercised only within the confines of the law.

This version of the Protega Shop Returns and Refunds Policy has been extracted from the site's Terms and Conditions applicable from 2nd January 2019.