Política de reembolso

Returns

We offer the right to return within 14 days of purchase. You must contact us within 14 days and we must receive your return within 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note - return orders may be subject to a £2.00 restock and admin fee. This will be deducted from your refund.

Additional non-returnable items:
Gift cards
Downloadable software products
Bespoke and custom pieces 

To complete your return, we require a receipt or proof of purchase, such as your email order confirmation or invoice that arrives in your order. Please ensure you include your name, order number and reason for return in your parcel - failure to do so may result in your refund being declined. 

There are certain situations where only partial refunds are granted including, but not limited to:

• Any item not in its original condition, is damaged or has missing parts for reasons not due to our error 
• Any item that is returned more than 30 days after delivery
• Any item returned that has not had postage and/or customs duties and taxes covered in full by the customer. 

Refunds

Once your return is received and inspected, we will begin processing your refund. We will notify you via email if for any reason your refund is rejected. If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Refunds can take up to 10 days to process and once complete, please allow 3-5 days for the funds to return to your original payment method. Please note that return orders may be subject to a £2.00 restock and admin fee which we will apply to your order and will be deducted from your total refund amount.

Late or missing refunds

If you don't appear to have received your refund, we'd kindly ask you double check your bank account. Then please contact your credit card company and/or bank as there is often a processing time before a refund is received and credited.
If you’ve done all of this and you still have not received your refund, please contact us at customerservice@propoptions.co.uk and we will be happy to investigate further.

Sale items 

Any sale or 'seconds' items ordered are final and not eligible for refunds unless in exceptional circumstance. Only regular priced items may be refunded. If you have any issues with your order, please contact us at customerservice@propoptions.co.uk. 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange your purchase for the same item, or would like to exchange your purchase for an alternative product, please send us an email at customerservice@propoptions.co.uk stating your reason for return. Once authorised by us, please send your item to: Prop Options LTD. Unit 1B, 6 Holton Point, Holton Heath Trading Park, Poole, BH16 6FL, UK. 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should send your product to: Prop Options LTD. Unit 1B, 6 Holton Point, Holton Heath Trading Park, Poole, BH16 6FL, UK. Please ensure you include your name, order number and reason for return in your parcel - failure to do so may result in your refund being declined. All returns must be authorised by us prior to sending, please email us at customerservice@propoptions.co.uk.

You, the customer, are responsible for paying all shipping costs for returning your item(s). Relevant shipping costs associated with your order are non-refundable. If you request a refund, any shipping costs or duties and taxes incurred by us will be deducted from your refund.

When requesting an exchange, please be aware that depending on your address the time it may take for your exchanged product to reach you may vary.

If returning your order, or an item from your order, we strongly advise that you use a signed and tracked postal service and, where necessary, purchase shipping insurance. Please always request proof of postage with tracking information and keep this safe until your return is complete. We are not responsible for the return of your item(s) and are unable to guarantee that we will receive them. If items are lost or damaged in the post it is your responsibility to claim for this loss from the postal or courier service you have used. 

Cancellations 

Order Amendment or Cancellation

Should you need to amend or cancel your order we will do our best to help. Please get in touch with our Customer Service team prior to despatch if you wish to cancel or amend your order. Whilst we will do our utmost to fulfil your request, due to the speed at which our warehouse operates it is not always possible to update or cancel your order. Please note, once your order has been despatched we are unable to cancel your order and our returns policy will become applicable (please see above). Thank you for your understanding.