At Pro Tools Store, we’re dedicated to getting professional-grade tools into your hands quickly and efficiently. We stand behind our products and want to ensure you’re completely satisfied with your purchase. Below you’ll find all the details about how we ship your orders and our straightforward returns process.
Shipping Information
Order Processing
We strive to process all orders within 1-2 business days of payment confirmation. You will receive a confirmation email with tracking information once your order has shipped.
Shipping Methods & Delivery Times
We ship globally (excluding Asia and some remote areas) using reliable courier services to ensure your tools arrive safely.
- Standard Shipping (£12.95): Shipped via DHL or FedEx. Delivery typically occurs within 10-15 business days after shipment.
- Free Shipping: Available on orders over £50, shipped via EMS. Delivery typically occurs within 15-25 business days after shipment.
Please note that these timeframes are estimates and may be affected by factors outside our control, such as customs processing.
Payment Methods
We accept the following payment methods: Visa, MasterCard, JCB, and PayPal.
Returns & Exchanges Policy
We want you to be happy with your purchase. If an item isn’t quite right, you may return or exchange it within 15 days of receiving your order.
Eligibility for Returns & Exchanges
To be eligible for a return or exchange, items must be:
- In original, unused condition.
- In the original packaging with all tags, accessories, and manuals included.
- Returned within the 15-day window.
Non-Returnable Products
For health, safety, and hygiene reasons, the following items from our range cannot be returned or exchanged if they have been used, opened, or unsealed:
- Cleaning Supplies and Treatments (e.g., chemicals, liquids)
- Electrical Appliances (if the packaging is opened)
- Dust Extraction Equipment
- Cleaning Equipment
If you are unsure about a specific product, please contact us at [email protected] before attempting a return.
How to Initiate a Return or Exchange
Follow these simple steps:
- Contact Us: Email us at [email protected] within 15 days of receipt. Include your order number, product details, and reason for return/exchange.
- Wait for Approval: We will respond within 2 business days with a Return Authorization (RA) number and instructions.
- Ship the Item: Securely package the item in its original packaging, include the RA number, and ship it to:
Pro Tools Store Returns
90 City Rd
Dundee, GB DD4L 8LH
United Kingdom - Confirmation: Once we receive and inspect the item, we will notify you via email and process your refund or exchange.
Refund Process
After we approve your return:
- Refund Timeframe: Refunds are processed within 5-7 business days of us receiving the item. The time it takes for the refund to appear in your account depends on your payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
- Refund Method: Refunds are issued to the original payment method. Shipping costs are non-refundable unless the return is due to an error on our part (e.g., we shipped the wrong item).
Exchanges
For exchanges (e.g., for a different size or model), simply follow the return process above. Once we receive the original item, we will ship the replacement product to you free of charge. Delivery times for exchanges match our standard shipping options.
Return Shipping Costs
The customer is responsible for the cost of return shipping unless the return is due to a defect or an error on our part. We highly recommend using a tracked shipping service for your return.
Need More Help?
If you have any questions about shipping, returns, or exchanges, don’t hesitate to contact our friendly customer service team at [email protected]. We’re here to help!