SHIPPING & RETURNS

1. SHIPPING INFORMATION

Free delivery on orders over £100.

Standard orders are processed and dispatched from our warehouse within 72 hours. Orders are shipped Monday to Friday. Orders placed during the weekend are normally dispatched on Monday or Tuesday.

Customers who purchase Priority Processing receive expedited handling, with orders processed within 24 hours. Priority Processing applies only to order handling time and does not affect the shipping carrier's delivery time.

Orders placed after 12:00 PM Europe/Vilnius time on Friday will be processed on the next business day, Monday.

Estimated delivery times begin from the date your order is dispatched. Once an order has been placed, we cannot guarantee that major changes or cancellations can be made before dispatch.

2. PRE-ORDERS

All pre-ordered products will be shipped on or before the estimated shipping date stated on the relevant product page.

If your order includes both an in-stock product and a pre-ordered product, the full order will be shipped together once the pre-ordered product becomes available, unless otherwise stated.

3. DELIVERY TIMES

• DHL Express Delivery: 1–2 business days
• Royal Mail Delivery: 4–5 business days

Delivery times are estimates and begin from the date the order is dispatched. Delays caused by carriers, customs procedures or circumstances outside our reasonable control may occasionally occur.

4. COUNTRIES WE SHIP TO

United Kingdom.

5. CUSTOMS, DUTIES AND OTHER FEES

Where duties, import taxes or customs charges apply, the customer is responsible for paying them unless the checkout or product page clearly states otherwise.

Please check the applicable import rules before placing your order.

If an order incurs duties or taxes and the customer refuses to pay them, causing the order to be returned to us, the reasonable return shipping charges, customs charges and other costs incurred may be deducted from the refund where permitted by law.

This section does not affect your statutory consumer rights.

6. LATE, MISSING OR LOST ORDERS

When placing your order, please ensure that the delivery address is complete and correct.

FPRO is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer or by instructions from the customer requesting that a parcel be left with a neighbour, in an outbuilding or in another designated safe location.

Missing, damaged or lost orders should be reported to us in writing at hello@fpro.com as soon as reasonably possible.

If an order is returned to our warehouse because the customer provided an incorrect or incomplete address, the customer may be required to cover the reasonable shipping cost of sending the order again.

If the customer does not wish to pay the reshipping cost, it may be deducted from any refund where permitted by law.

Orders marked as delivered

Carrier tracking may sometimes show an order as delivered when it has been received by a reception desk, post room, colleague, household member, neighbour or another person at the delivery address.

If your order is marked as delivered but you have not received it, please first check the delivery location, surrounding property and with other people who may have accepted it.

You should then contact us at hello@fpro.com so that we can review the delivery information and, where appropriate, raise an investigation with the carrier.

A carrier's delivered status will be considered as part of our investigation but does not affect any rights you may have under applicable consumer law.

7. OUR 30-DAY RETURN POLICY

In addition to your statutory rights, FPRO provides a 30-day return period for eligible physical products.

You must start the return and create your return label within 30 days of receiving your order through our online returns portal: https://fpro.com/pages/return-your-order

Returns created after the 30-day period may not be accepted under our voluntary return policy.

Customers are responsible for creating the return label and paying the return shipping cost unless the product is faulty, damaged, incorrect or applicable law requires otherwise.

To qualify for a return under our voluntary 30-day policy, the product must be returned in substantially the same condition in which it was received. Whenever reasonably possible, it should also be returned in its original packaging.

You may examine a product as you would reasonably be permitted to examine it in a physical shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the product's nature, characteristics and functionality.

Please do not fold the FPRO Ball Mastery Mat when returning it, even when the original packaging is no longer available.

After receiving the returned product, we will inspect it and notify you whether the return has been approved.

Approved refunds will be issued to the original payment method. An exchange may be offered where appropriate and available.

Creating a return label does not automatically guarantee approval of a refund. Returned products must comply with the conditions set out in this policy.

8. STATUTORY RIGHT TO CANCEL

For most products purchased online, UK consumers have a legal right to cancel the order within 14 days of receiving the goods without giving a reason.

You must clearly notify us of your decision to cancel within the applicable cancellation period. The easiest way to do this and arrange the return is through our returns portal: https://fpro.com/pages/return-your-order

You may also notify us by sending a clear cancellation statement to hello@fpro.com.

After notifying us that you wish to cancel, you must normally return the goods within 14 days.

Unless the goods are faulty, damaged or incorrect, you are responsible for the direct cost of returning them.

Where required by law, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option. Additional amounts paid for express delivery, Priority Processing or another premium delivery service are not refundable beyond the cost of standard delivery.

We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Refunds will be processed within the period required by applicable law.

9. NON-RETURNABLE PRODUCTS

The following products cannot be returned under our voluntary change-of-mind return policy:

• FPRO Grip Socks where the hygiene seal or sealed packaging has been opened or removed after delivery
• FPRO Shin Guard Stays where they have been worn, used, damaged or are not in a resalable condition
• Products that have been personalised or made to the customer's specifications
• Products that have been damaged through misuse or improper handling after delivery

Unopened Grip Socks and unused Shin Guard Stays returned in their original sealed and resalable condition may be eligible for return.

These exclusions do not apply where a product is faulty, damaged, incorrectly supplied or otherwise does not comply with your statutory rights.

10. DIGITAL PRODUCTS AND SUBSCRIPTIONS

Digital training programmes, downloadable content, app access and other digital products are subject to separate cancellation rules.

Where the customer requests or agrees that access to digital content should begin immediately, before the end of the statutory cancellation period, and expressly acknowledges that this will result in the loss of the right to cancel, the digital product becomes non-refundable once access or supply has begun.

Where the required express consent and acknowledgement have not been obtained, the customer may retain a statutory right to cancel within the applicable period.

Subscription cancellation applies to future renewal payments and does not necessarily provide a refund for a current billing period that has already started or for digital content that has already been supplied, except where required by law.

Digital products must still be as described, of satisfactory quality and fit for purpose. Nothing in this policy excludes the customer's statutory remedies where digital content is faulty or does not comply with the contract.

11. FAULTY, DAMAGED OR INCORRECT PRODUCTS

The conditions applying to voluntary change-of-mind returns do not limit your statutory rights.

If a product is faulty, damaged, incorrectly supplied, not as described or otherwise does not comply with applicable consumer law, please contact us at hello@fpro.com with your order details and relevant photographs or other supporting information.

Where applicable, we will provide an appropriate remedy, which may include repair, replacement, price reduction or refund.

12. REFUSED INTERNATIONAL OR CUSTOMS DELIVERIES

If a customer arranges for a product to be delivered or forwarded outside the United Kingdom and refuses to pay applicable customs duties or import taxes, causing the parcel to be returned to us, the customer will be responsible for reasonable costs incurred as a result.

Any approved refund may be reduced by:

• Return shipping charges
• Customs or import charges billed to FPRO
• Carrier handling charges
• Other reasonable costs directly caused by the refused delivery

The refund will be processed after the returned product has been received and inspected.

FPRO is not responsible for customs duties, import taxes or fees imposed by authorities in the destination country.

This section does not limit any statutory rights that cannot legally be excluded.

13. CONTACT US

For questions regarding shipping, returns, cancellations or refunds, please contact us at:
hello@fpro.com

Our support team will respond as soon as possible.