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Call Us Now - 01202 725 485

01202 725 485

sales@proteco-direct.co.uk

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Proteco Orders & Returns

Orders

We hold most items in stock in our UK warehouse, however there are some items which either 1) need to be made to order in Italy or 2) are less commonly sold special order items which will need to be shipped from Italy too. In both these cases expect lead-times of 4-5 weeks.

 

Next Day Delivery Cut-Off Time

Our next-day delivery cut-off time is 13:00hrs (1:00PM). Orders must be placed prior to this time to qualify for next day delivey. This is to allow our courier network sufficient time to ship the goods to thier distribution depots. If you choose next day delivery and place the order after the cut-off time unfortunately we not be able to offer the next day service and it will be shipped the following day.

 

  • 13:00hrs (1:00PM) Next Day Delivery Cut-Off Time

We offer next day shipping the following locations:-

  • England
  • Wales
  • Lowland Scotland

We offer expidited shipping to the following areas too:-

  • Channel Islands (Air Freight 3-4 days)
  • Northern Ireland (Air Freight 3-4 days)
  • Ireland (Air Freight 3-4 days)
Payment Methods

We accept Visa, Mastercard, PayPal and BACs payments. For payment cards, credit cards and PayPal payments we will only ship goods to the card's or account's billing address. If you require goods to be sent elsewhere we recommend making your payment by BACs whereby we can ship to an alternate address.

What is happening with my order?

When you place the order you will be emailed a confirmation. You will also be sent an email when the goods are dispatched which will contain your courier tracking information.

Returns

To return goods to Proteco UK we ask that you first get a return authorisation number (RAN) so we know:-

  • What goods are coming back?
  • Who it is from?
  • Why it is not wanted / what might be wrong with it?

Please see our terms and conditions and our contact details below.

Any goods we received without the RAN documentation cannot be processed as our Goods-In Team will not be able to reconcile the goods against your account.

Here is a brief outline of the steps so you know what to expect:-

  1. Request RAN Number - Please complete the form we provide you to lets us know either what the problem/issue is or what you want to return.
  2. Unwanted Goods - If you no longer require your goods please send them back once you have your RAN (with the RAN documents safely stowed with the package). The goods will be inspected on receipt to ensure they are complete and fit for sale (i.e. with no damage and that they have not been installed). If the goods are damaged we will pass that cost back to you (so please package accordingly when returning them). We will also charge a re-stocking fee (20%).
    1. Goods Received - We will confirm once we have received the goods and indicate the state they are in (e.g. in complete, in good condition and ready for resale, or incomplete/damaged and subject to a fee).
  3. Issues/faults - If you are experiencing technical issues or faults with your goods our technical team will contact you to diagnose and try and solve the issue over the phone. If we cannot do that, we will provide you with a RAN and plan the return of the goods with you.
    1. Advanced Replacement - For warranty claims only, where our technical team have indicated the goods are likely to be faulty and your goods are within the warranty period, you can place an order for an advanced replacement. Once our engineer has confirmed the goods are faulty we will issue a refund for the advanced replacement order to credit you back the cost of the faulty goods.
    2. Goods Received - We will confirm once we have received the goods.
    3. Engineer's Report - If you have returned goods for repair or replacement we will contact you once the engineer has inspected and tested the goods to let you know whether the item is indeed faulty, and whether it can be repaired or needs replacing. There is a Test and Repair Fee of £30.00 - this is waived if the goods are within warranty and found to be faulty.
  4. Repair, Replace, Refund or Return - We will contact you to agree what happens next - based on the outcome the previous steps. Repairs and replacements within warranty will be processed and goods sent/sent back to you free of charge (unless you have purchased an advance replacement, in which case you will receive a refund). For goods returned as faulty but found to be in working condition the Test and Repair Fee will be charged plus any shipping costs needed to send you the goods. For cancelled goods (subject to damage inspection and re-stocking costs) a refund will be issues. Consumers' statutory rights to cancel an order within 14 days for a full refund remain (subject to damage inspection).

If you have any questions or need any help please don't hesitate to call us and we will help in any way we can.

Contacts

Tel: +44(0)1202 725 485

support@proteco-direct.co.uk

Proteco UK
Unit 16c, Chalwyn Industrial Estate,
Poole, Dorset BH12 4PE
United Kingdom