Refund policy

Proper ProWear – Returns & Refund Policy

At Proper ProWear, we want you to shop with confidence. This policy explains our returns, exchanges and refunds procedures. Your statutory consumer rights are not affected.

1. UK Returns – 14 Days

For eligible non-personalised products purchased online, customers may cancel their order within 14 calendar days of receiving their goods, without giving a reason.

After notifying us of cancellation, customers have a further 14 days to return the goods.

To arrange a return, email customersupport@properprowear.com with your order number. We will provide the appropriate return address and instructions. Customers do not need to wait for approval to exercise their statutory cancellation rights.

2. Product Condition

For change-of-mind returns, products should be returned in good condition, securely packaged and preferably with their original labels.

Customers may inspect and try on garments as they would in a physical shop.

Where goods have been handled beyond what is necessary to inspect them, resulting in diminished value, we may make a proportionate deduction from the refund as permitted by law.

3. Return Methods and Postage

Returns are accepted by post. In-person or drop-off returns may be arranged where available and agreed with Proper ProWear in advance.

For change-of-mind returns or incorrect sizes ordered:

• Customers arrange and pay their own return postage.
• Customers are responsible for obtaining their return label.
• We recommend tracked postage and retaining proof of sending.

For faulty or incorrectly supplied products, Proper ProWear covers reasonable return costs where required by law.

We do not charge restocking fees.

4. Refunds

We aim to process eligible refunds within 5 days of receiving the returned goods or acceptable evidence of their return, whichever is earlier.

Statutory cancellation refunds will always be processed without undue delay and within the applicable legal deadline, normally no later than 14 days after receiving the goods back or evidence of their return, whichever is earlier.

Refunds are issued to the original payment method. Your payment provider may require additional time to credit your account.

For cancellation of an entire eligible online order, refunds include the product price and the original standard delivery charge, where paid. Additional charges for upgraded delivery services are not refundable beyond the standard delivery amount.

No restocking fees apply.

5. Exchanges

We accept requests for size exchanges, subject to stock availability.

Please contact customersupport@properprowear.com before returning your item.

Customers normally pay return postage for voluntary size exchanges. We will confirm any applicable replacement delivery charges before arranging an exchange.

Your statutory rights remain unaffected.

6. Personalised and Embroidered Products

Products made to a customer’s specifications or clearly personalised, including garments embroidered with a customer’s own logo, are generally excluded from the statutory 14-day change-of-mind cancellation right.

This exclusion does not affect rights relating to faulty, damaged or incorrectly supplied products.

7. Faulty or Incorrect Products

If your item arrives faulty, damaged, incorrectly supplied or not as described, please contact us as soon as reasonably possible.

Under UK consumer law, customers may have a short-term right to reject faulty goods within 30 days and may retain rights to repair, replacement or other remedies afterwards.

There is no seven-day reporting deadline that removes these statutory rights.

Proper ProWear will cover reasonable return costs where required by law.

8. International Returns

International customers should contact us before returning products so that we can provide appropriate instructions.

For voluntary change-of-mind returns, customers normally pay return shipping and applicable customs charges unless otherwise agreed.

Local consumer protection laws and statutory rights relating to faulty goods continue to apply.

9. Contact Us

Proper ProWear

Email: customersupport@properprowear.com

Website: www.properprowear.com

Please contact us for the correct return address before sending goods.

10. Optional Cancellation Form

You may use the following wording to notify us of cancellation, although it is not compulsory:

To Proper ProWear,

I hereby give notice that I wish to cancel my contract for the purchase of:

• Item(s):
• Order number:
• Date ordered:
• Date received:
• Customer name:
• Customer address:
• Date: