Refund policy

Returns & Refunds Policy

Pro Tools Direct | Company No. 16907083 | hello@protoolsdirect.com

Your Right to Return

We want you to be completely satisfied with your purchase. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return most items within 14 days of receiving your goods, without giving a reason.

Once you have notified us of your intention to return, you have a further 14 days to send the item(s) back to us.

How to Return an Item

To initiate a return, please contact us at hello@protoolsdirect.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return (optional, but helpful)

We will respond within 1–2 business days with return instructions.

Return Conditions

To be eligible for a return, items must be:

  • In their original, unused condition
  • In the original packaging, including all accessories, manuals, and components
  • Returned within 14 days of notifying us of your cancellation

Items that show signs of use, damage caused by the customer, or are returned incomplete may be subject to a deduction from your refund to reflect any diminished value.

Items That Cannot Be Returned

The following are non-returnable unless faulty:

  • Items damaged through misuse, accidental damage, or improper use
  • Products with missing serial numbers or tampered labels
  • Items purchased as part of a commercial or trade order where a separate agreement applies

Faulty or Damaged Items

If your item arrives damaged or develops a fault within 30 days of delivery, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015.

For faults arising after 30 days and within 6 months, we will offer a repair or replacement in the first instance. If this is not possible, a refund will be issued.

Please report any faults to hello@protoolsdirect.com with photos and a description of the issue.

Return Postage

  • Change of mind returns: Return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
  • Faulty or incorrect items: We will cover the cost of return postage and arrange collection where applicable.

Refunds

Once your return has been received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 14 days of us receiving the returned goods.

Please allow additional time for your bank or payment provider to process the refund.

Contact Us

For all returns enquiries, please contact:

Pro Tools Direct Email: hello@protoolsdirect.com Company No. 16907083

This policy does not affect your statutory rights.