Returns, Replacement and Refund policy and procedure for resources
Satisfaction Guarantee
Our resources team strive to maintain excellent customer service and satisfaction, including a guarantee that every resource is as it is described. You are eligible for a full refund on any item if it is returned to Protective Behaviours UK within 14 days of receipt and you are dissatisfied with your purchase or our service or if the goods are faulty or don't arrive. For further details see below. For all returns, replacements and refunds you will need to complete a Returns Form.
1. Incorrect Book/Not as Described/Damaged
If you have been sent a damaged, or incorrect item, or the resource is not as you expected it to be you are eligible for a full refund at the purchase price, including original shipping costs. Alternatively you can request a replacement item. If the cost of the replacement is less than the original item ordered you will be reimbursed the difference. If your replacement item costs more than the original ordered item you will be charged the additional amount. No additional postage will be charged on replacement items. To receive a refund, you must return your item directly to PBUK within 14 days in the same condition you received it in.
2. Item Did Not Arrive
You are eligible for a full refund of the purchase price, including shipping costs, if your book hasn't arrived within 28 days of the estimated delivery date. You are expected to return any items to PBUK if you have already received a refund. In cases where the item is returned to PBUK by the logistics company due to an address error on your part or has been unclaimed or directed back to sender (or similar) you will only be refunded the purchase price.
3. Customer Service
If you think our service has not been of a satisfactory standard you can send in the Returns Form noting your concerns or contact the PBUK Office. You are entitled to your return your purchased items for a full refund if you want. Your concerns will be taken seriously and we will endeavour to improve our service.
ReturnsAll returns must be accompanied by a completed Returns Form.
Postage and other shipping costs will be paid by the purchaser who will also be held responsible for the items return. We strongly suggest that you send items by recorded delivery.
Please send any resources for return along with your contact details to:
Resources Team - Returns
Protective Behaviours UK
Charles Henry House
130 Worcester Road
Droitwich
Worcestershire
WR9 8AN
Your money will be refunded in full within 30 days from receipt of Return Form and if applicable, item being returned. Replacement items will be despatched within 5 working days following receipt of returned item. Please allow 14 days for replacement item to arrive.
Cancellations
To cancel an order, please call our office line on 01905 799957 or email us at resources@protectivebehaviours.co.uk and our staff will be pleased to help.
Phone lines are open 9:30-1:00 Monday - Thursday.
Please quote your Purchase Number, name, address, postcode and telephone number in all correspondence relating to returns. For invoice queries you may be asked for an invoice number.