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RETURNS & REFUND POLICY

Return Window
We accept returns within 7 days of the delivery date. To be eligible, items must be unworn, in original condition and in the original packaging.

 

How to Start a Return

  1. Email us at hello@proteapoms.com with your order number and the reason for the return.

  2. We'll review your request and, if approved, send return instructions and a return address and a prepaid label, if you offer one.

  3. Pack the item securely and ship it back within 5 working days of receiving return approval.

Items sent back without first requesting a return may not be accepted.


Return Shipping Costs​

  • We cover return shipping for defective, damaged, or incorrect items; for all other returns, the customer pays.

  • We recommend using a trackable shipping service, as we can't guarantee we'll receive your returned item.

 

Refunds
Once we receive and inspect your return, we'll email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 7-14 working days. Please note it may take additional time for your bank or card provider to process the refund.

Exchanges
To exchange an item for a different size, colour, or product, follow the return process above and place a new order / contact us to arrange the exchange. The fastest way to get the item you want is to return the original and place a new order.

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Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered, contact us within 7 days of delivery at hello@proteapoms.com with your order number and photos. We'll arrange a replacement or full refund, including any shipping costs, at no charge to you.


Late or Missing Refunds
If you haven't received a refund you were told was approved, first check your bank account again, then contact your card provider, as processing time varies. If you've done this and still haven't received it, contact us at hello@proteapoms.com.

 

Order Cancellations
You can cancel or change your order within 12 hours of placing it by contacting hello@proteapoms.com. Once an order has been processed or shipped, it can no longer be cancelled, but you may be able to return it under this policy.

 

Statutory Rights
Nothing in this policy affects your statutory rights as a consumer, including your right to cancel under the Consumer Contracts Regulations and your rights regarding faulty goods under the Consumer Rights Act 2015.

Contact Us
Questions about shipping or returns? We're happy to help.

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This policy was last updated on 18/05/2026. We may update it from time to time; the version on our website at the time of your order applies.

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