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After Sales Service

Any after-sales service request can be sent to us at the following contact details: sales@pro-fold.co.uk. For all after-sales service requests, Pro-Fold undertakes to get back to you within 48 hours, in order to reassure you that your request will be taken care of. Pro-Fold undertakes from the registration of the after-sales service to process it within 8 working days.

For an incomplete order

If upon receipt of your order you notice that some items are missing: It may be a separate shipment. If you have not received anything 72 hours after receiving the first package, contact us via sales@pro-fold.co.uk indicating in the subject line “incomplete order”. Our team of advisors will verify and keep you informed promptly.

For a defective products

If upon receipt of your order, you notice that the product received is defective, contact us via sales@pro-fold.co.uk and indicate in the subject line "defective product". It is imperative to attach photos (1 photo by default noted) when sending this email. A service file will be opened and our team will quickly find a satisfactory solution to your request.

For an order not received

Contact us by email at sales@pro-fold.co.uk so that our team can check with the carrier in charge of the delivery of your order and inform you as soon as possible.

For a product that does not comply with the order

If upon receipt of your order, an item does not correspond to the one you had selected, contact us via sales@pro-fold.co.uk indicating in the subject line “non-compliant order”. We will ship the correct item back to you as soon as possible at our expense. An advisor will arrange the return of the nonconforming product to the warehouse.

For a product damaged during transport

Upon delivery, it is imperative to check the package (s) and their contents in the presence of the delivery person before signing the delivery slip. If you notice damage on the outer packaging or if the delivered products have suffered damage, you must refuse the package (s) by writing a specific and valid reason for your refusal on the delivery slip of the carrier after having dated it. and signed. Then contact us via sales@pro-fold.co.uk or on 01244579374 indicating in the subject line “order damaged during transport with reservations made”. The parcel (s) will be returned to us and you will then be re-delivered in priority at our expense.

To modify or cancel an order

In order to ensure the shortest possible delivery time, your order will be prepared within 24-48 hours (except weekends and holidays) then handed over to the carrier. We have the possibility of modifying or canceling it if you contact us as soon as possible after the validation of the order, and before the dispatch of this one by contacting us via sales@pro-fold.co.uk or on 01244579374. If your order has already been shipped, we invite you to refuse it with the carrier and to retract by informing us via sales@pro-fold.co.uk. Reimbursement is made by bank transfer as soon as possible after receipt and control of the goods in our premises.

For a return if the product does not provide complete satisfaction

If upon receipt of your order, an item does not correspond to the one you had selected, contact us via sales@pro-fold.co.uk indicating in the subject line “non-compliant order”. We will ship the correct item back to you as soon as possible at our expense. An advisor will arrange the return of the nonconforming product to the warehouse.

For a product that does not comply with the order

You have 7 clear days, from the day you receive your products, to return the items to us in their original packaging. They will be immediately exchanged or refunded, depending on your choice and product availability. Please inform us by email via sales@pro-fold.co.uk or on 01244579374 of your wish to return the goods (in accordance with the provisions of our general conditions of sale and to specify your choice between: Product exchange (depending on stock availability), Product refund or Credit note. The refund or exchange of the item can only be done after receipt of it by us. The refund is made by bank transfer within a period of 14 to 30 days. However, we give ourselves the right to defer reimbursement until recovery of the goods or until the customer has provided proof of shipment of the goods. In the case of return of an incomplete item or damaged, a discount will be applied.The shipping and return costs remain the responsibility of the customer.Only the market value of the item (s) will be taken into account for the refund.
PLEASE NOTE: only products returned complete, in their original packaging and in perfect condition for resale will be accepted.
If you would like us to arrange for your item to be returned to our warehouse, the return amount will be deducted from your refund.

For a spare parts request

In order to be as responsive as possible, we ask you to send us pictures of the parts and the number of damaged or defective parts to sales@pro-fold.co.uk. Pro-Fold undertakes to keep spare parts in stock in sufficient number throughout the year to ensure any after-sales service on the products sold. We also offer spare parts for sale for requests that would not be taken into account under the manufacturing warranty. For assembly or any other question, please contact us at sales@pro-fold.co.uk or on 01244579374.

For a withdrawal request

The customer has a period of 7 days from receipt of the Products, by himself or a third party, to return to Pro-Fold.co.uk, at his own risk and expense, the products which do not suit him. In this case, the customer must return the new Products, intact, accompanied by all possible accessories, instructions for use and documentation in their original packaging and at their expense.
In the case of an order for several products delivered separately, or in the case of an order for a product made up of lots or multiple pieces whose delivery is spread over a defined period, the withdrawal period starts from receipt of the last product or batch or the last part.
All returns are made after acceptance and confirmation by email from the sales department of Pro-Fold.co.uk.
In the event of exercise of the right of withdrawal, Pro-Fold.co.uk undertakes to reimburse the sums paid by the customer for the products ordered, with the exception of transport and return costs.
The price to pay for the return of the products will depend in all cases on the carrier chosen by the customer. Pro-Fold.co.uk will not bear the cost of returning the products or the additional costs requested by the carrier chosen by the customer.
Refund is due within 14 days of receipt of the cancellation request. However, Pro-Fold.co.uk reserves the right to defer reimbursement until recovery of the goods or until the customer has provided proof of shipment of the goods. In the event of the return of an incomplete or damaged item, a discount will be applied.
The customer does not have the right to return the products and request a refund, if these products have been manufactured in a personalized way according to his specifications.

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Locate us

Pro folding LTD

5b Rossmore Business Village

Inward Way

Ellesmere Port

Cheshire

CH65 3EY

Contact us

Office : 01244 579374

Mob : 07860 272826

sales@pro-fold.co.uk

Monday to Friday 8:30 a.m. to 12:30 p.m. and 1:30 p.m. to 5:30 p.m.

 

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