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Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refundsIf you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale itemsOnly regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at {email} for questions related to refunds and returns.
This Refund & Returns Policy explains when you can return products purchased from ProtectDepot UK, when you may be entitled to a refund, replacement, exchange or repair, and how to start a return.
ProtectDepot UK is operated by Osprey Solent Group Ltd.
This policy forms part of our Terms and Conditions and does not affect your statutory rights.
To request a return, please contact us:
Email: sales@protectdepot.co.uk
Telephone: 01329 763000
Website: https://protectdepot.co.uk
Return address: F6 Fareham Heights, Standard Way, Fareham, Hampshire, PO16 8XT
Please include:
Please do not return goods without contacting us first. This helps us process your return correctly and confirm the correct return address.
If you are a consumer buying online, you usually have the right to cancel your order within 14 days after the day you receive the goods, without giving a reason.
If your order is delivered in separate deliveries, the cancellation period usually starts the day after you receive the final item.
To cancel, you must tell us clearly within the cancellation period by email, contact form or another clear written statement.
After telling us you wish to cancel, you then have a further 14 days to return the goods to us.
If you are purchasing wholly or mainly for business purposes, consumer cancellation rights do not apply.
Business customer returns are accepted at our discretion unless the goods are faulty, incorrect or not as described.
Where we agree to accept a business return, we may apply:
Special-order, bespoke, customised, non-stock, supplier-direct or made-to-order goods are usually non-cancellable and non-returnable for business customers unless faulty, incorrect or not as described.
Unless faulty, incorrect or not as described, we may be unable to accept returns for:
This does not affect your rights where goods are faulty, damaged, incorrect or not as described.
Returned goods must be:
You may inspect goods in the same way you would in a shop, but you must not use, install, contaminate, damage, alter or handle them more than necessary.
We may reduce your refund if goods have lost value because they have been handled beyond what is necessary to establish their nature, characteristics and functioning.
Unless the goods are faulty, incorrect or not as described, you are responsible for the cost of returning goods to us.
You should use a suitable tracked and insured return method. We are not responsible for returned goods that are lost or damaged in transit.
For larger, heavy, palletised, specialist or supplier-direct goods, return arrangements and costs may vary. We may deduct collection, supplier or carrier costs from any refund where permitted by law.
Where you validly cancel an order as a consumer, we will refund the price paid for the returned goods.
We will also refund the standard outbound delivery charge where required by law. If you selected enhanced delivery, express delivery, timed delivery or another premium delivery option, we will only refund the amount equivalent to the least expensive standard delivery option available for your order.
We may withhold the refund until:
Refunds will usually be made using the original payment method.
Once we have received and inspected the returned goods, we will aim to process any approved refund promptly.
Consumer refunds will be processed within the timescales required by applicable consumer law.
Your bank, card provider or payment platform may take additional time to make funds available in your account.
If goods are faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Please provide:
Depending on the circumstances, we may offer a repair, replacement, refund, price reduction or other appropriate remedy.
We may need to inspect the goods before confirming the remedy.
If your goods arrive damaged, please notify us promptly.
Business customers must notify us of damaged, missing or incorrect goods within 48 hours of delivery where reasonably possible. Failure to do so may affect our ability to investigate the matter with the courier, supplier or manufacturer.
Consumers should notify us as soon as possible, but this does not affect statutory rights.
Please retain all packaging until the issue has been resolved, as this may be required for courier or supplier investigations.
We may offer an exchange or replacement where suitable stock is available.
If a replacement product is unavailable, we may offer a refund or suitable alternative.
You are not required to accept an alternative product unless you choose to do so.
Please contact us before returning goods.
If goods are returned without prior contact, to the wrong address, without sufficient information, or using an unsuitable delivery method, this may delay processing.
We are not responsible for goods returned to an incorrect address or lost because return instructions were not followed.
If you refuse delivery or fail to accept delivery without valid reason, we may deduct from any refund the reasonable costs of:
This does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.
Some goods may be ordered specifically for you, manufactured to order, customised, branded, imported, or dispatched directly from a supplier or manufacturer.
These goods may be subject to additional return restrictions.
Where restrictions apply, we will aim to make this clear before or shortly after order acceptance.
Business customers should assume that special-order, bespoke, customised, non-stock or supplier-direct goods are non-cancellable and non-returnable unless faulty, incorrect or not as described.
Where goods were purchased as part of a promotion, bundle, multi-buy offer or discount, any refund may be adjusted to reflect the terms of that offer.
If returning part of a bundle means the original discount no longer applies, we may deduct the value of the discount from your refund.
We are not responsible for faults or damage caused by:
Nothing in this policy affects your statutory rights.
Consumers may have rights where goods are faulty, not as described, not of satisfactory quality or not fit for purpose.
Business customers may have rights under applicable sale of goods legislation, subject to the contract terms agreed.
We may update this Refund & Returns Policy from time to time.
The version that applies to your order will usually be the version in force when you placed your order, unless a change is required by law.
Refund & Returns Policy last updated: 10 May 2026
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