Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Items sent back to us without first requesting a return will not be accepted.
To start a return, you can contact us at orders@pro-ora.com. Please note that returns will need to be sent to the following address: 2 Cuddington Court, The Green, Aylesbury, Bucks, HP18 0DT, United Kingdom
You can always contact us for any return question at orders@pro-ora.com.
These conditions apply to our 30-day returns policy. They do not limit your statutory cancellation rights set out below.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Your statutory rights under the Consumer Rights Act 2015 are not affected: if an item is faulty, not as described or not fit for purpose, you are entitled to a repair, replacement or refund.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately we cannot accept returns on Gift Cards or Final Sale Items. This does not affect your statutory right to cancel within 14 days (where it applies) or your rights if an item is faulty.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
UK and European Union 14 day cancellation period
Notwithstanding the above, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (and equivalent EU law for orders shipped into the European Union), you have the right to cancel your order within 14 days, for any reason and without a justification. The 14 days start on the day after you receive your goods. To cancel, tell us clearly by email to orders@pro-ora.com or by post to Pro Era Ltd, 2 Cuddington Court, The Green, Aylesbury, Bucks HP18 0DT, giving your name, address, order number, the items you are cancelling and the date you received them. You may use the model cancellation form below, but you do not have to. You must then return the goods within 14 days of telling us. We will refund the price of the goods and the standard delivery cost you paid within 14 days of receiving the goods back or evidence that you have sent them back, whichever is sooner. You may handle the goods only as you would in a shop; we may reduce your refund if the value of the goods has been reduced by handling beyond that.
If you cancel or return an item because you have changed your mind, you will need to pay the cost of returning it to us. If an item is faulty or we sent you the wrong item, we will cover the return cost.
Model cancellation form
To Pro Era Ltd, 2 Cuddington Court, The Green, Aylesbury, Bucks HP18 0DT, orders@pro-ora.com: I hereby give notice that I cancel my contract of sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [name]. Address: [address]. Date: [date].
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days of us receiving your return. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you haven't received your refund within 14 days of us receiving your return, please contact us at orders@pro-ora.com.