Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.

To start a return, you can contact us at customerservices@proleno.com. Please note that returns will need to be sent to the following address:

Proleno Limited, Unit 14, Rectory Farm Business Park, Meppershall Road, Upper Stondon, Henlow, Bedfordshire SG16 6LJ

If your return is accepted, we’ll send you return shipping instructions Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservices@proleno.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the unlikely event that goods purchased from us are faulty, we will offer you the choice of a full refund or a replacement item upon receipt by us of the faulty item in its original condition and packaging. In this case we will refund the cost of the return postage. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded via your original payment method within 5 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.
If it has been more than 10 business days since your return was approved and you have still not received your refund, please contact us at customerservices@proleno.com.