Returns and Refunds

1. How to ask for a return

All return requests must be made within 15 days of delivery. Account customers can send one from My account › Returns; otherwise call 0116 365 3008 or email sales@praco.co.uk with your order number and the items affected.

Every request must include at least one photo or video of the goods, their packaging and the label. We cannot process a request without one.

2. Damaged, short or wrong deliveries

Check your delivery when it arrives. Tell us within 15 days of delivery if anything is missing, damaged or not what you ordered, with photos or a video of the goods and packaging.

Keep the goods and packaging until we have agreed what happens next. We will arrange a replacement, the missing items, or a credit or refund, and collect wrongly supplied or damaged goods at our cost.

3. Faulty goods

If goods are faulty, tell us within 15 days of delivery, with photos or a video showing the fault. We may also ask for a sample or the goods back to inspect.

If the fault is confirmed, we will replace the goods or give you a credit or refund, at our option. This does not cover damage from misuse, unsuitable storage, normal wear and tear, or use outside the product's stated purpose.

4. Returning goods you no longer need (trade customers)

Trade customers have no automatic right to return goods that are not faulty, but we will consider requests made within 15 days of delivery.

To be accepted, the goods must be unused, in their original sealed packaging and in a condition we can resell. Please ask for a returns authorisation before sending anything back: account customers can request one from their account, or contact us on 0116 365 3008 or at sales@praco.co.uk. Goods returned without authorisation may be refused.

Unless the return is our error, you pay the cost of returning the goods and we may deduct a restocking charge of [X]% of their price.

We cannot accept returns of:

• goods made, printed or cut to your specification;
• hygiene, PPE, food-contact and catering items once their packaging has been opened;
• goods that have been used, damaged after delivery, or are not in resaleable condition;
• [any other excluded product types].

5. Refunds

Once we have received and inspected returned goods, or agreed a credit for a problem, we refund within [14] days to your original payment method, or credit your account if you have one.

Delivery charges are refunded only where the whole order is returned because of our error.

6. If you are buying as a consumer

Our website is designed for business customers. If you buy as a consumer (for purposes outside your trade, business, craft or profession), you normally have the right to cancel within 14 days after the day you receive the goods without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, tell us clearly by phone or email within that period, and return the goods within 14 days of telling us. You pay the cost of return unless the goods are faulty or not as described. Some goods, such as sealed hygiene items once unsealed and goods made to your specification, cannot be returned under this right.

Nothing in this policy affects your statutory rights as a consumer.