Refund policy

Returns policy summary

At Probite, we are committed to providing excellent service to all our customers. If an issue does arise, we aim to resolve it as quickly and efficiently as possible. All returns will be processed within 14 days of receiving the returned items.

All refunds will be made back to the original payment method from the original or corresponding order. In the event of certain claims/conditions, Probite reserves the right to offer a replacement and suitable product of equal or higher value to fulfil its obligations.

We provide a 14-day returns and exchange policy on all standard and non-hazardous products, as per the legally required UK distance selling regulations. Unwanted products should be returned in their original condition and original packaging. All returned products must be unopened and uninstalled and will be subject to inspection once we receive them. The customer accepts responsibility for the cost of returning unwanted items and we advise that an insured and signed-for delivery service is used.

We reserve the right to apply, where appropriate, a restocking and handling charge of up to 20% of the value of the goods.

Any products returned without sufficient packaging or protection and found to be damaged upon arrival to us, will not be accepted and will remain the customer’s property. These goods can be shipped back to the customer at their additional cost or can be made available for collection from our goods warehouse.

Some of our products are classed as tailor-made and / or personalised goods in that they are made directly as a result of the placed order and for the exact vehicle specifications as confirmed by the customer. These product categories include all performance brake discs. These products are exempt from the standard Distance Selling Regulations and Consumer Contracts Regulations and can only be returned due to a warranty claim.

On the rare occasion that products are returned under warranty, it is acceptable that they exhibit signs of use or failure. All warranty claims are individually tested and verified and additional proof or information on the nature of the fault must be provided upon request, as per the terms of the applicable and active warranty.

 

Order cancellation

If you need to cancel your order, please email us at help@probite.co.uk.
Be sure to include your order reference number, along with your name, home address, delivery address (if applicable), contact details, and a description of the item(s) you wish to cancel (or indicate the entire order). It would also be helpful if you could let us know why you are cancelling so we can continue to improve our services. 
If your order has not yet been produced then there will be no charge. Should your order have already been produced or dispatched, you can still return it in accordance with the “EU Distance Selling Law” guidelines, noting any products that are exempt such as performance brake discs.

 

Damaged during shipping

We take care to ensure that all items are securely packaged before dispatch. If any items are damaged during transit, please notify us in writing within 5 days of receiving the goods and provide photographic evidence. We cannot accept claims for shipping damage after this time. You can contact us by email or post, and please ensure you include your order reference number, contact details, and a description / photograph of the damage.
Once we receive your notification, we will arrange for the collection of the damaged goods at a mutually agreed time. Upon inspection of the items, we will either issue a refund or send a replacement, subject to sufficient shipping insurance.
Whilst rare, damage during transit can occur, and we encourage customers to inspect their goods upon delivery.

 

Customer ordered the wrong item

If you have ordered the incorrect item for your vehicle, you can return it for an exchange or refund, subject to a 20% restocking fee. Please note, you are responsible for the shipping costs to return the item and to receive the correct one. If there is a price difference between the items, we will either charge or refund the difference.
In the event that the wrong item was ordered due to an error in our product data, we will provide a free replacement or refund, and we will also offer free UK shipping on your next order as a goodwill gesture.

 

Multiple product options

In some cases, there may be more than one option for parts due to variations in manufacturer specifications. It is the customer’s responsibility to check their vehicle's specifications before ordering. If the wrong part is ordered, the customer will need to return the item, and a 20% restocking fee will apply if the box has been opened. Shipping costs are non-refundable. If a replacement is needed, additional shipping charges will apply. If the product has been installed then a return will not be accepted.

 

Incorrect items shipped

If we send you an item that does not match what you ordered, we will arrange for its return and provide the correct product at no additional cost. 
As a goodwill gesture, we will also offer free shipping on your next order.

 

EU distance selling rights

Under the EU Distance Selling Laws, you have the right to cancel your order within 14 working days. If you wish to do so, the goods must be returned in their original, unopened packaging. Once we receive the items and confirm they are in resalable condition, we will issue a refund, including the initial delivery costs, within 30 days of receiving the returned items.
If the packaging has been opened, you may still return the goods, but a 20% restocking fee will apply. Please note that once packaging has been opened, items cannot be resold in their original form. If the product has been installed then a return will not be accepted.
Some of our products are classed as tailor-made and / or personalised goods in that they are made directly as a result of the placed order and for the exact vehicle specifications as confirmed by the customer. These product categories include all performance brake discs. These products are exempt from the standard Distance Selling Regulations and Consumer Contracts Regulations and can only be returned due to a warranty claim.

 

Returning unwanted goods

Unwanted goods can be returned within 14 days of delivery under the “Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.” Items must be in their original packaging and in a resalable condition.
Some of our products are classed as tailor-made and / or personalised goods in that they are made directly as a result of the placed order and for the exact vehicle specifications as confirmed by the customer. These product categories include all performance brake discs. These products are exempt from the standard Distance Selling Regulations and Consumer Contracts Regulations and can only be returned due to a warranty claim.

 

Faulty goods

If an item is faulty on arrival, please notify us in writing within 5 days of receiving the goods. Claims made after this time will not be accepted. You can contact us by email or post, ensuring that your order reference number and contact details are included.
Once we have received your notification, we will arrange to collect the goods for inspection. If the fault is confirmed, we will either issue a refund or send a replacement item at no extra cost.

 

Missing items

If there is a discrepancy in the number of items delivered, please notify us in writing within 5 days of receipt. Be sure to include your order reference number and details of the missing items.
We will investigate the issue, and if valid, we will either refund the cost of the missing goods or send them to you at no additional cost.

 

Important notice

Any fraudulent claims will be reported to the relevant authorities, and we will cooperate fully with any investigations.