We want you to be happy with your order. This policy explains how change of mind returns and problems with goods are handled. It does not affect your statutory rights.

Change of mind returns

If you are a UK consumer buying online, you can normally cancel an order for physical goods without giving a reason.

Tell us at hello@theproginge.com within 14 days after the day you receive the goods.

Once you have told us you are cancelling, you normally have a further 14 days to return the goods.

Return condition

You may handle and try on a product only as much as reasonably necessary to decide whether it is suitable, in the same way you could in a shop.

Please return clothing unworn other than for trying on, unwashed and with any original tags or packaging where reasonably possible.

If handling goes beyond what is reasonably necessary and causes a reduction in value, we may make a lawful deduction from the refund to reflect that loss in value.

Return postage for a change of mind

Unless we state otherwise for a particular order, you are responsible for the direct cost of returning an item when you simply change your mind.

We recommend using a tracked service and keeping proof of postage until your refund is complete.

Returns address:

TheProGinge

Highfield House

Congleton Road

Stoke-on-Trent

Staffordshire

ST7 3SY

United Kingdom

If possible, please contact us before posting a return so we can give you the correct reference and match the parcel to your order.

Refunds for change of mind cancellations

Where you validly cancel, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option that was available for the order.

If you chose a more expensive delivery method, the additional delivery cost does not have to be refunded.

We will make the refund without undue delay and no later than 14 days after we receive the goods back, or 14 days after you provide evidence that you sent them back, if that is earlier.

We may withhold the refund until one of those events occurs.

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.

We do not charge a refund fee.

Made to order and personalised items

Some TheProGinge products may be manufactured after you place your order.

A standard design being produced after purchase does not, by itself, remove your legal cancellation rights.

If we ever offer a product that is genuinely personalised or made to your individual specification, we will clearly identify that before purchase.

Where the legal personalised goods exception applies, the change of mind cancellation right may not apply to that item.

Your rights if the item is faulty, damaged or not as described still remain.

Faulty, damaged or incorrect goods

If your order arrives faulty, damaged, incorrect or not as described, contact hello@theproginge.com and include your order number.

Photographs can help us resolve transit damage or print issues more quickly, but they do not replace your legal rights.

Where the law gives you a right to reject, repair, replacement or another remedy, we will provide the appropriate remedy.

We will also cover reasonable return costs where the goods are faulty, damaged or incorrect and we are legally responsible for the return.

UK consumers normally have a 30 day short term right to reject faulty goods for a refund. If a fault appears later, other repair, replacement, price reduction or refund rights may apply.

Exchanges

Because some products are produced in small or limited runs, we cannot guarantee a direct size or product exchange.

If the replacement you want is available, contact us and we will try to help.

Where an exchange is unavailable, your legal refund rights remain unaffected.

Model Cancellation Form

Complete and send this form only if you wish to cancel the contract. You can also cancel by sending any other clear statement containing the same information.

To:

TheProGinge

Highfield House

Congleton Road

Stoke-on-Trent

Staffordshire

ST7 3SY

United Kingdom

Email: hello@theproginge.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

____________________________________________

Ordered on: ____________________

Received on: ___________________

Name of consumer(s): ______________________________

Address of consumer(s):

____________________________________________

____________________________________________

Signature of consumer(s), only if this form is sent on paper:

____________________________________________

Date: ____________________

Last updated: 4 September 2026