Refund policy

Returns and Refunds Policy

Last updated: 22 September 2026

This policy applies to all orders placed with Pro Supply UK, a trading name of AYESH&CO LTD, a company registered in Scotland (Company No. SC782167), registered office 52 Ochiltree Terrace, Camelon, Falkirk, FK1 4LT, United Kingdom ("we", "us", "our").

1. Our 30-day return window

We accept returns on most items for 30 days from the date you receive your order. To be eligible, items must be unused, in a resaleable condition, and in their original undamaged packaging with any seals intact.

2. Your statutory cancellation right (consumers)

If you are buying as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to send the goods back to us. Our 30-day window above is offered in addition to, and does not affect, this statutory right.

To cancel, email us at ayeshaafridi@prosupplyuk.co.uk with your order number. You may use the model cancellation form, but you do not have to.

3. Business (B2B) orders

Where you buy in the course of a business, the statutory cancellation right above does not apply. We still accept returns under our 30-day goodwill window, subject to the conditions in this policy. Bulk, special-order and made-to-order items may carry a restocking fee of up to 15%, which we will confirm in writing before authorising the return.

4. Items we cannot accept back

  • Hygiene and personal-protection products where the seal has been broken (for example gloves, wipes, sanitiser, washroom consumables).
  • Cleaning chemicals that have been opened, decanted or part-used.
  • Goods made, printed or mixed to your specification, or clearly personalised.
  • Items that have been used or installed, or are otherwise no longer resaleable.

Nothing in this section affects your rights where goods are faulty, misdescribed or not fit for purpose.

5. Faulty, damaged or incorrect goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item arrives damaged or faulty, or is not what you ordered, contact us within 48 hours of delivery where possible, with your order number and photographs. We will arrange a free replacement, a free collection, or a full refund including your original delivery cost. Consumers have a short-term right to reject faulty goods within 30 days of delivery.

6. How to start a return

  1. Email ayeshaafridi@prosupplyuk.co.uk with your order number and the items you wish to return.
  2. We will reply with a return authorisation and the return address.
  3. Pack the goods securely and include the authorisation reference inside the parcel.

Please do not send anything back before you have a return authorisation, as we may not be able to identify or process it.

7. Return postage

Where goods are faulty, damaged, incorrect or not as described, we pay the return cost. Where you are returning goods because you have changed your mind, you are responsible for the cost of return postage and for the goods until they reach us. We recommend using a tracked service.

8. Refunds

Once your return arrives and has been inspected, we process your refund to the original payment method within 14 days. Where you exercise your statutory cancellation right we refund the standard delivery charge you paid; we are not obliged to refund the extra cost of an upgraded delivery service you chose. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and condition of the goods.

9. Contact us

Pro Supply UK (AYESH&CO LTD)
52 Ochiltree Terrace, Camelon, Falkirk, FK1 4LT, United Kingdom
Email: ayeshaafridi@prosupplyuk.co.uk
Phone: +44 7865 607593

If we cannot resolve a complaint between us, consumers can seek independent advice from Citizens Advice on 0808 223 1133.