Refund policy
30-day money-back guarantee
You have 30 days from the day you receive your order to request a return under our commercial guarantee. This goodwill period is offered in addition to your statutory right to cancel described below, and does not affect it.
Conditions of acceptance
- the item is in the condition in which you received it, complete and in full working order;
- the original packaging, accessories and instructions are included;
- the order number or receipt accompanies your request.
An item returned without a prior request cannot be processed.
How to request a return
Write to contact@getprotectview.com stating your order number and the reason. We reply within 48 working hours and provide the return address together with the steps to follow.
Your right to cancel (14-day cooling-off period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period during which you may cancel your order without giving any reason. This period runs from the day you (or someone you nominate) receive the goods. A clear statement of your decision to cancel sent to contact@getprotectview.com is sufficient; no particular form is required. After telling us you wish to cancel, you then have 14 days to send the item back to us.
Return costs
The cost of returning the item is your responsibility when you exercise your right to cancel or use our commercial guarantee. We cover the return cost in full where the item is faulty, was damaged in transit, does not match its description, or where we have made an error.
We recommend using a tracked service: until the parcel reaches us, it travels at your risk.
Faulty or damaged items
Please check your order as soon as it arrives. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a 30-day right to reject them for a full refund. After those 30 days, you may ask us to repair or replace faulty goods; if a repair or replacement is unsuccessful, you may be entitled to a price reduction or a refund. If your item is faulty or damaged, contact us within 48 hours with photographs of the product and the packaging. We arrange the replacement or refund at our expense.
Refunds
Once we have received and inspected the returned item, we let you know whether your return is accepted. Refunds are made to your original payment method, at the latest 14 days after we receive the item back, or after you provide proof that you have sent it, whichever is earlier. How long the refund then takes to appear on your account depends on your bank or card issuer.
The refund covers the price of the item together with the standard delivery cost paid at checkout. If you chose a faster delivery option, only the standard delivery rate is refunded.
Exchanges
The quickest way is to return the item and place a new order once the return has been accepted.
Items that cannot be returned
Only items meeting the conditions above can be accepted. Excluded are items personalised at your request and sealed items that cannot be returned for reasons of hygiene or health protection once unsealed.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Our commercial guarantee is offered in addition to those rights.
Contact us
For any question about a return or a refund: contact@getprotectview.com.