To contact us click on the "contact us" tab on the main menu at the top of the page. Feel free to either telephone, fax or email us. We will respond as quickly as possible.

If our system indicates that we cannot deliver to your location please contact us anyway as it may still be possible to arrange shipping for you.

We also welcome feedback so please give us your impressions of our site.

All products on the proleno.com website are available to buy via a simple and secure ordering process:

Safety.….

At proleno.com the customer always comes first, and this means 100% security for your online transactions, by using a WorldPay 128-bit encrypted secure server.

Ordering…..

The best and most efficient method is online via a 100% secure server. Your card details will be encrypted to give you maximum protection while shopping with us. When you checkout you can pay in Euro's, US Dollars, or GB Pounds, and the amount you are shown in these currencies will be the exact amount charged to you. To use this payment method select "Credit or Debit Card" from the drop-down list on the payment options page. Please note that the payment status will not be updated until your order has been processed by proleno.com. You will receive confirmation from Worldpay that your payment has been authorised. Although it is completely safe and secure to pay by this method if you would prefer not to give your credit card details online please select "Telephone" from the drop-down list on the payment options page, or alternatively you can either telephone or fax our office directly as detailed below.

Orders can also be taken by:

Fax: +44 (0)1462 810041

Post: Sales Department, PROLENO LIMITED, Rectory Farm Business Park, Upper Stondon, Bedfordshire, SG16 6LJ, UK

Phone: 0845 331 6252 (international callers should dial +44 1462 810013)

Visa, Mastercard, Switch, Delta, Solo, JCB or Electron cards are all accepted. Cheques should be drawn on a UK bank, be in Pounds Sterling, and made payable to Proleno Limited. Please send cheques/postal orders to the address above together with a completed proleno.com order form to ensure your order is processed as quickly as possible. When completed simply print the order form page and send it to us along with your payment.

Goods are subject to availability. If you order an item that is temporarily out of stock, we will send it to you as soon as new stock arrives although we will contact you as soon as possible to advise you of a delay in despatch of your ordered item. If you decide to cancel your order before we get more stock just email or telephone us and we will cancel the order, and you will not be charged.

In the extremely unlikely event that we are unable to supply the goods, we will inform you of this as soon as possible. A full refund will be given where you have already paid for the goods.

Delivery….

Most orders delivered to UK addresses are despatched within 24-48 hours with the vast majority of orders despatched the same day, via Royal Mail First Class or Courier services. The ordering process includes you giving us your email details, so if there is any delay expected, we will inform you straight away.

For UK orders, you should normally receive goods within 2-3 working days, but very often you will receive them the next day. We make every effort to deliver goods as quickly as possible, however delays are occasionally inevitable, and we will not be liable for any loss caused to you by late delivery. If the rare circumstance arises whereby we are unable to deliver within our usual delivery time and cannot agree another time with you, you will be offered the opportunity to cancel your order and get a full refund.

Prices….

While trying to ensure that all prices on the proleno.com website are accurate, errors may occasionally occur. If we discover an error in the price of goods you have ordered we will inform you immediately and give you the option of cancelling your order, or reconfirming it at the correct price. If we are unable to contact you we will treat the order as cancelled. If the order is cancelled and you have already paid for the goods, you will receive a full refund.

You will be notified of any delivery charges before you give your credit card details.

VAT….

The price shown on our item pages in UK Pounds Sterling and Euros includes VAT whereas the price shown in US Dollars is exclusive of VAT. If VAT is applicable to your order then the VAT element will be shown separately on our checkout page. Orders from the United Kingdom or any European Union country will be liable for VAT on both product and shipping costs. Orders from outside of the European Union for delivery outside of the European Union will not be liable for VAT on products or shipping but will be charged VAT at the appropriate rate if the order is to be delivered to a European Union country.

For international orders (outside the UK), all import duties and taxes for the goods entering your country are your responsibility to pay, so please find out the applicable rates of your country before ordering.

Returns….

We want you to be completely satisfied with your purchase and we believe that you will be, but occasionally you may need to return an item. You can cancel your order and return it to us within 30 days of the purchase date if it is in it's original condition, completely unused, with it's undamaged original packaging. You will be responsible for the item or items until they reach us, and we suggest you use a secure delivery method (that requires a signature upon delivery).

Refunds are made within two working days of an order being cancelled and the goods having been returned to us along with the original receipt.

Please contact us by email, telephone or fax BEFORE returning any goods, so we can give you a specific returns authorisation number. The telephone for customer services is 0845 331 6252 (international callers should dial +44 1462 810013). Our fax number is +44 (0)1462 810041.

In the case of faulty goods we guarantee all items for a period of 12 months from the purchase date - most goods also include a manufacturers warranty (typically 12 months). Our warranty covers all manufacturing defects but does not cover faults arising from poor/improper use. Goods found to be faulty after the initial 30 day period can only be repaired or exchanged for the same product and cannot be refunded.

As for normal returns, you must contact us by email, telephone or fax before returning any goods, so we can give you a specific returns authorisation number. The telephone for customer services is 0845 331 6252 (international callers should dial +44 1462 810013). Our fax number is +44 (0)1462 810041.

Liability….

We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.

Due to the nature of the Internet, the shopping online service is provided on an "as is" and "as available" basis. We are not responsible to you if we are unable to provide our Internet services.

Copyright and Trademarks….

All rights in the designs and information on our website are protected by copyright, trademarks and other intellectual property rights. You may copy and print sections of our website for the purpose of placing an order with us. Any other reproduction of information or designs contained in this website may only be done after receiving our written permission.

Privacy….

When you make an order we note your name, email address, postal address, and phone number.

We may occasionally use this information to tell you about our new products or site developments. If you do not want to receive any such information, simply send an email to customerservices@proleno.com and you will be sent no further emails.

We will never sell your personal information to any other company.

Questions about your order….

As we have such a fast and reliable delivery service it is very unlikely that there will be a problem with your order. If you do have any queries about the delivery or the items when you get them, simply email or call our customer service department. We guarantee to respond to all emails within one working day (but usually within the hour).

Other….

The laws of England and Wales govern the contract between us, and any dispute between us will be resolved exclusively in the courts of England and Wales.

Sometimes the product specifications from manufacturers can change; in which case we will do our best to offer you a similar alternative. Where "substitute" goods are sent and you are not happy with them and cancel the order, you will not be made to pay the cost of returning the goods.

All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.

While we try to make sure that all information we provide within our website is accurate, errors and misprints do occur, and we cannot be held responsible for them.

We've selected our products on the basis that they will be used for domestic use only, if you are planning to use them for business purposes please make sure that you are covered by appropriate insurance.

None of the above affects your statutory rights as a consumer.

You are advised to read our legal statement by clicking on the "legal" tab at the top of this page.