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DELIVERY & RETURNS

Cancelling Orders

You can choose to cancel the order any time up to 14 days after you place it. If you choose to cancel after the goods are dispatched, you will be responsible for the postage costs and are fully responsible for ensuring items are returned to us in the same condition received. Any cancellations made before dispatch will be refunded in full.

If returned goods are not in the same condition that we dispatched them in, we reserve the right to deduct a percentage from the refund cost or to refuse the return entirely.

To summarise you can nearly always return an item within this time frame as long as you have not opened, damaged, modified the item in any way and it remains sealed and in it's original condition. Opened or used items are not acceptable to return.

Payment
Payment for all orders is taken in full when the order is placed. This includes Pre-orders.

If you choose to pay by eCheck the goods will not be shipped until after payment has cleared and appears in our account.


Damaged/Faulty Goods

We quality check all Items prior to dispatch to make sure they are in the conditions that they are advertised.  

 

However should any goods be received damaged you must inform us within 14 days of receiving the order, we will then work out a solution for you at no cost to yourself. We reserve the right to refuse complaints of damage outside of the 14 day window, likewise we reserve the right to levy appropriate surcharges for issues raised after said 14 day period has expired.

If you have an issue with your order please email contact@protectandcollect.co.uk, provide a short description of your issue, order number and any pictures where relevant.

Shipping

We use Royal Mail 24/48 for the majority of our orders. For our heavier/bulkier orders we may use Parcelforce 48. Your goods should arrive in 3-5 business days. This may take longer due to covid-19, please allow additional time.

For pre-orders we use Royal Mail 48, your goods should arrive in 2-3 business days.

*we aim to get pre-orders to you on the day of release, but this connot be guaranteed. Please see out FAQ for more details on this.

For international orders you may be charged an import + handling fee (charged at your countries rate), please check your countries rates and take this into consideration when ordering. We are not liable for any additional costs once the item has left our premises.


Orders Lost In Transit

Should you report an item as having not being received, we reserve the right to re-send the original order rather than issue a refund.

If for any reason we cannot replace the order in full we will offer you a full or partial refund.


Errors With Orders

Although every care is taken to ensure absolute accuracy on the shipments we send out to you, there may be rare occasions where an error could have occurred at the time of dispatch or even in transit. In this circumstance you are required to notify us within 3 days of receipt of the delivery and we will do our best to resolve the problem straight away. Should we not hear from you within 3 working days of the deliveries receipt you are deemed to have accepted that the goods received are all correct and in order.

This clause is necessary as in many cases if acted on quickly mistakes with transit can be rectified if we contact the courier soon enough to investigate, but after a couple of days have passed it becomes a near impossibility to retrieve/recover items from the courier.

If after a longer period of time, there is irrefutable proof of a shortage such as a weight measurement from a courier we will endeavour to put any error on our part right as soon as possible.

Orders returned due to incomplete or erroneous address

It is the customers responsibility to provide a complete and correct delivery address. In the event that goods are posted but returned due to unknown delivery address or another error on the customers part we reserve the right to invoice for additional postage costs before dispatching item(s) again.

Pre-order policy

ANY order that includes a pre-order item will be held until all items can be dispatched together. Please bear this in mind when placing orders containing both in-stock and pre-order items.

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