Refund policy
We hope you are satisfied with our products!
If for any reason you wish to make a return, you can do so by filling out an online request within 14 days from the date of receiving your order.
The products should be returned in the same condition as you received them: they must not have been worn, washed, and must have all the labels still attached.
Please do not remove the labels, as otherwise, the return may not be accepted.
HOW TO MAKE A RETURN:
- If You Are a Guest User
If you wish to make a return and are not registered, please fill out the form available at this link.
You will be asked to enter your order ID, the last name on the invoice, and your email address. Next, you will need to select the products you wish to return and the reason. You will immediately receive a confirmation email for the "Return Request," and within the next (2) working days, you will receive a second email with return authorisation instructions on how to proceed with the return.
- If You Are a Registered Customer
If you wish to make a return and are a registered user, please log in to your account.
Go to the "My Orders" section and click on "Return" to start the process. You will need to select the products to return and the reason. You will immediately receive a confirmation email for the "Return Request," and within the next (2) days, you will receive a second email with all the information on how to return the package.
RETURNING THE PRODUCTS
- How to Return Your Items
Print the return authorization email and place it in the package along with the items you wish to return.
Send the package via courier or national postal service to the address you will receive in the return authorization email. Please note that shipping costs are the responsibility of the customer; our Customer Service does not provide return labels.
Keep the shipping receipt for your package.
- Where to Send Your Return
If you are making a return from one of the following EU countries:
Italy, Austria, Latvia, Belgium, Lithuania, Bulgaria, Luxembourg, Czech Republic, Malta, Cyprus, Netherlands, Croatia, Poland, Denmark, Portugal, Estonia, Romania, Finland, Slovakia, France, Slovenia, Germany, Spain, Greece, Sweden, Ireland, Hungary.
The return shipping address is:
Via Pastore, 4, 25030
Industrial Production Area, Lograto (BS), Italy
If you are making a return from one of the following non-EU countries:
Andorra, Armenia, Azerbaijan, Belarus, Vatican City, Georgia, Iceland, Liechtenstein, Moldova, Monaco, Norway, United Kingdom, Russia, San Marino, Switzerland, Ukraine, Asia, Africa, Australia, North America, South America.
The return shipping address remains the same:
Via Pastore, 4, 25030
Industrial Production Area, Lograto (BS), Italy
REFUND
Once your return is received at our warehouse, the Quality Control Office will perform the necessary checks. In case of a positive outcome, you will receive a confirmation email regarding the refund timeline within 14 days from the receipt of the goods, on the same payment method used to place the order.
Please note that the technical times to obtain the refund may vary based on the internal procedures of your financial institution.
RETURN FOR DEFECTIVE OR WRONG PRODUCTS
In addition to the right of withdrawal, you have the legal right to receive a product that is in conformity with the agreement.
At Proctor S.r.l., we are committed to providing high-quality products and services. If for any reason you have a complaint regarding a product purchased online (e.g., if it is defective or non-compliant), please contact our Customer Service.
Provide all necessary information, including the order number and photos of the product labels you received.
Before shipping the goods, wait for a response from our Customer Service, which will promptly address your report.
We hope this text meets your approval!
The pro forma invoice must be filled out correctly and placed outside the box (never inside) to facilitate the customs clearance process for the return.
We also invite you to communicate the tracking number of the return via email to our Customer Service if you are returning an item from a country outside the EU.
We hope this text meets your approval!"