Our Delivery & Returns Policy
Delivery is in accordance with product availability. The shipping times estimated at Checkout are based on stock availability. Where items are out-of-stock, an expected delivery time is quoted based on historical delivery times from our suppliers. Should there be an issue with the quoted delivery time, our customer service team will contact you.
Customs & Taxes
When ordering products for delivery outside of the UK, you may incur import taxes and duties. These are levied when the package reaches your specified delivery address. You must pay any additional charges for customs clearance.
Please also note that cross-border deliveries are subject to opening and inspection by customs authorities.
Refund / Replacement of Faulty Goods
If goods fail to meet the product specifications as described in the warranty, or performance when used in the recommended way, then you are entitled to replacement goods or a refund where appropriate. Providion reserves the right to establish the cause of failure and proper use prior to refunds or returns being agreed. Please contact us before returning items so that we can ascertain the condition of the item and how best to ship to our premises. You can also complete our online return materials authorisation form here.
Where we are required to provide a replacement part, our policy is to immediately assess the status of the item on arrival. A replacement will be sent to you by the next working day at the latest if in stock. In circumstances where the item is out of stock, items will be ordered from our suppliers the next working day at the latest and we will communicate timescales to you as appropriate.
Returns / Cancellations
We accept returns and cancellation of goods up to 14 days after you receive them, in line with the Consumer Contracts Regulations (UK). Some items we supply will have an OEM seal, and these items can only be returned where the seal remains unbroken. Please contact us in this event before returning, as the item may NOT be eligible for a refund. A 20% restocking fee applies to all allowable returns.
Providion will only incur the cost of carriage where the item is proven to be faulty (see above).