Refund policy

Protct Group Ltd always aims to resolve any ordering dispute quickly, fairly and amicably. Where a mutually agreed resolution cannot be found, the terms of this Cancellation and Returns policy apply.

1. Our policy

1.1 This policy applies to the sale of all goods by Protct Group Ltd unless a variation is expressly agreed in writing in advance by one of our Directors.

1.2 Any estimate of quantities needed, advice as to the suitability of any goods for a particular purpose, and any plan or measurement given by us is given for guidance only, based on the information you give us, and without liability on our part. You must satisfy yourself that all goods and quantities ordered are correct.

1.3 Any typographical error or clerical omission in our online prices or in the order documentation issued by us may be corrected without liability on our part.

2. If you are a consumer

2.1 If you are a consumer buying under a distance contract (as defined in the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013), you may cancel your order within 14 days of the day you receive the goods, without giving a reason. Tell us in writing by emailing hello@protct.uk, or by writing to Protct Group Ltd, Protct House, City Business Park, Leeds, LS1 5EX, United Kingdom. You then have a further 14 days to return the goods to us.

2.2 This 14-day cancellation right does not apply to goods that are made to your specification or are clearly personalised. That includes made-to-measure doorsets, sheets and trims cut to a specified size, bespoke colour or finish matches, and any other item manufactured to your requirements. Those items cannot be cancelled or returned once production has begun, unless they are faulty or not as described.

2.3 You must take reasonable care of the goods while they are in your possession. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

2.4 We will refund you within 14 days of receiving the goods back, or of receiving evidence that you have returned them, whichever is sooner. Unless the goods are faulty or not as described, you are responsible for the cost of returning them.

2.5 Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 to goods that are of satisfactory quality, fit for purpose and as described, and your short-term right to reject faulty goods within 30 days of delivery.

3. If you are a business customer

3.1 We may, at our discretion, accept or reject the cancellation or return of any goods not required. Any such cancellation or return is subject to the terms of this policy, and we may charge a handling and re-stocking fee plus any transportation costs incurred.

3.2 You must return the goods to the premises from which they were delivered, or ask us to collect them at your cost.

3.3 We accept returns only where the goods are as fit for sale on their return as they were on delivery, and on payment of any agreed handling charge (unless the goods were defective when delivered).

3.4 Goods made to your specification are not returnable unless faulty or not as described.

4. Faulty or damaged goods

4.1 If any goods are defective, we will at our discretion replace the goods or refund the price of the defective goods at the pro rata contract rate, provided that: (a) we are given a reasonable opportunity to examine them, if we ask; (b) the defect is not due to wilful damage, negligence, fair wear and tear, or incorrect storage, movement or installation; and (c) you do not make further use of them after giving us notice.

4.2 Where the materials have already been installed, we are not responsible for the cost of removing the goods, for making good the place after removal, or for the cost of installing replacement goods.

4.3 On request, we will provide information about any relevant manufacturers' guarantees available to you, but we are not legally responsible for any obligation stated in those guarantees.

4.4 Except where you are a consumer, our total liability is limited to the contract price, and we are not liable for any loss of business, whether direct, indirect or consequential.

5. Checking your delivery

5.1 When signing for a delivery it is your responsibility to check the accuracy and completeness of the goods received. Please contact us immediately if you believe an order is wrong or incomplete, and in any event within 14 days of receiving the goods.

5.2 Because trims and smaller portable items can go missing on site after delivery, once goods have been signed for we may charge for any additional items you require. We will always rectify a genuine mistake on our part. If you are a consumer, this paragraph does not affect your statutory rights.

6. Samples

6.1 Samples are supplied free of charge and do not need to be returned.

7. Non-payment

7.1 We are entitled to cancel or suspend the contract or your account if you fail to pay any sum due under the contract, whether or not any part of your account is subject to query. We also reserve the right to cancel if we believe you are:

• subject to a bankruptcy order or a court order;
• entering into liquidation or administration;
• unable to pay your debts within the meaning of Section 123 of the Insolvency Act 1986; or
• about to cease trading.

8. How to start a return

Email hello@protct.uk with your order number and what you would like to do. We will confirm the return address and any handling charge before you send anything back.