Provelokit.com Return and Refund Policy

Last Updated: 01/01/2025

Thank you for shopping with us at Provelokit.com. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

• Email: sales@provelokit.com
• Phone: +44 (0)2825891826
• Address: Pro Velo Kit Ltd, 6 Eskylane Road, Antrim, Northern Ireland, BT41 2LL, United Kingdom.

Policy Overview

• Return Period: 30 days from delivery date
• Refund Processing Time: 7 business days from receipt
• Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.

Order Cancellations

You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We offer returns under the following conditions:

• Return Window: Items can be returned within 30 days of delivery.
• Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
• Receipt or Proof of Purchase: Required for all returns.

Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.

Return Instructions

To start a return, please follow these steps:

1. Contact Customer Service: Email sales@provelokit.com with your order number, reason for return, and any supporting photos if applicable.
2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.

Refund Policy

• Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 5 business days.
• Processing Time: Approved refunds will be processed to your original payment method within 5 business days. Your bank or credit card provider may require additional time to post the refund.
• Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at sales@provelokit.com.

Exchange Policy

We offer exchanges for incorrect or defective items. Contact us within 30 days of delivery, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.

Exceptions and Special Cases

• Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
• Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
• Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

International Returns

Returning goods from outside the EU? If you are returning goods from the USA, Japan, Australia etc. please note the following requirements.

On form CN22/CN23 you must state RETURNED GOODS – FAILED SALE, and put ZERO as a value in the package value box. Failure to do so will result in the parcel getting delayed in customs and being returned. Please do not use FedEX or DHL as they always apply extra charges.

Overseas Exchanges

Due to overseas return postage and duty charges we are unable to process exchanges for returned items from outside the UK. Please reorder as required and return the unwanted item for a refund.

If sending goods back from outside of the EU you must mark them “Returned Goods – Failed Sale”. Failure to do so may lead to the parcel being returned to you. Do not put any value in the “Customs Value” box as this will lead to the parcel being returned to you.

Warranty returns

If you have an item that you need to return to us due to a fault within its warranty period please contact us first as we may be able to offer advice over the telephone or via email sales@provelokit.com

If in the event you need to post an item back please include a copy of your receipt together with full details of the problem so as to help us with a speedy return.

Please note some items may need to be returned to the UK manufacturer/distributor for inspection/repair.

Goods must be returned in a clean condition.

We are sorry but we are unable to refund postage costs.

If the goods are found to be out of warranty we will try to work with you to find the best possible solution.

Processing Times

• Return Window: Returns must be initiated and shipped within 30 days of receiving the item.
• Inspection Period: Once received, returns are inspected within 2 business days.
• Refund Issued: Refunds are processed to the original payment method within 2 business days after inspection.

Return Shipping Address

Please send approved returns to:

Pro Velo Kit Ltd, 6 Eskylane Road, Antrim, Northern Ireland, BT41 2LL, United Kingdom.

Contact Information

If you have further questions or require assistance with returns or refunds, please reach out:

• Email: sales@provelokit.com
• Phone: +44 (0)2825891826
• Address: Pro Velo Kit Ltd, 6 Eskylane Road, Antrim, Northern Ireland, BT41 2LL, United Kingdom.