GENERAL
Welcome to the Protos UK website, operated by Outwear Ltd, the UK importer and distributor of Pfanner products.
- By placing an order, you agree to these terms.
- If you are under 18, a parent or legal guardian must approve your order.
- These terms are governed by Scottish law.
SHIPPING COSTS
- Orders under £100 incur delivery charges:
- £6.25 +VAT – UK mainland
- £10.00 – Republic of Ireland
- £10.00 – Channel Islands
- Shipping costs are shown clearly at checkout.
DELIVERY
- Orders are delivered via DPD or Parcelforce.
- Orders placed before 2:00 pm (working days) are usually dispatched the same day.
- Standard delivery for in-stock items is 1–3 working days, depending on location.
- During peak periods or holidays, delivery may take longer.
Back-orders: If the item you order is ‘out of stock – arriving soon’ or ‘out of stock – long lead time’, you will receive an email with an estimated delivery date. Times may vary, but we will notify you promptly if there is a delay.
Ownership: Items are yours once full payment is received.
Damaged items: If your order arrives damaged, please report it directly to the courier immediately.
UNCOLLECTED PARCELS
If a parcel is returned to us because the customer fails to collect it, we reserve the right to charge a £10 handling fee. This does not apply if the courier is at fault.
CANCELLATIONS & RETURNS
Legal right to cancel:
- You can cancel your order within 14 days of receiving it.
- With Protos being PPE, the items must be unused, unopened and in the original packaging.
- Deductions only apply if the item’s value is reduced beyond normal inspection.
30-day store returns (commercial policy):
- With Protos being PPE, the items must be unused, unopened and in the original packaging.
- We do not exchange items; refunds are issued for returned items.
- Refunds are processed within 14 days of receiving your return.
- Delivery charges are not refundable.
How to return:
- Email info@outwear.co.uk with your order number and item details.
- Wait for return instructions.
- Pack items safely; you’re responsible until we receive them.
We only accept returns for purchases made on the <insert website>.
FAULTY ITEMS & COMPLAINTS
- If your item is faulty, you have the right to a repair, replacement, or refund.
- Outwear Ltd covers return shipping for faulty items.
- Please contact us:
- Email: info@outwear.co.uk
- Phone: +44 (0)1576 490 100
Return address (approved cases only):
Outwear Ltd, Unit 2 Sydney Place, Lockerbie, DG11 2JA
PAYMENT & SECURITY
- Payments are securely processed via WooPayments using SSL encryption.
- Most major cards accepted (excluding American Express).
- Card details are never stored by Outwear Ltd.
- Payment is taken when the order is completed.
- Fraudulent orders may be cancelled and reported to authorities.
REFUNDS
- Refunds are issued using the original payment method.
- Processed within 14 days of us receiving returned goods.
- Delivery costs are not refunded.
PERSONAL DATA
We follow UK GDPR:
- Your data is used only to process orders, deliver goods, and provide support.
- You can access, correct, or request deletion of your data.
- Contact us via email to exercise these rights.
DISPUTES & ADR
- We support Alternative Dispute Resolution (ADR) if disputes cannot be resolved directly.
- UK consumers can contact Trading Standards for guidance.
- Online Dispute Resolution platform: click here.
PRODUCT AVAILABILITY & ERRORS
- Items may be out of stock or discontinued without notice.
- Images and colours may vary slightly depending on your screen.
- We reserve the right to cancel orders due to pricing or typographical errors.
FORCE MAJEURE
- We are not liable for delays or failures caused by events beyond our control (e.g., natural disasters, strikes, transport disruption, government actions).
COMPANY DETAILS
Outwear Ltd
Company Number: SC573514
Unit 2 Sydney Place, Lockerbie, DG11 2JA
Email: info@outwear.co.uk
Phone: +44 (0)1576 490 100
Website: www.outwear.co.uk
