Our Returns Policy
Clear, fair, and straightforward. Here's everything you need to know about how we handle returns on behalf of your business.
Last updated: August 2026
How Returns Work at ProFulfil
As your fulfilment partner, ProFulfil handles returns on your behalf. When a customer returns an item to our Bolton hub, our team receives, inspects, and processes it according to your instructions.
We work closely with each seller to ensure returns are handled efficiently and in line with your own returns policy. The process below outlines our standard returns handling procedure.
Receiving Returns
All returns must be sent to our hub address: 32 Egerton Street, Farnworth, Bolton, UK. Please ensure your customers include a returns note or order reference inside the parcel so we can match it to the correct seller account.
Upon receipt, our team will log the return against your account and notify you. We aim to process all received returns within one business day.
Inspection & Condition Assessment
Each returned item is inspected by our team and categorised as: Resaleable (item is in original or as-new condition), Damaged (item shows signs of damage or use), or Unsaleable (item cannot be restocked or resold).
We will notify you of the condition of each returned item and await your instructions before taking any further action.
Restocking
Resaleable items will be returned to your storage column at no additional charge. Damaged or unsaleable items will be quarantined and held pending your instructions — you may request disposal, return to sender, or collection in person.
Restocking is included as part of our standard fulfilment service. There is no additional fee to return an item to your storage column.
Return Shipping Costs
The cost of return shipping from your customer back to our hub is the responsibility of the seller or their customer, in line with your own returns policy. ProFulfil does not cover inbound return shipping costs.
If you require us to arrange return labels or manage the return shipping process on your behalf, please contact us to discuss this as an add-on service.
Refunds to Your Customers
ProFulfil does not process refunds to end customers on your behalf. Refunds remain the responsibility of the seller and should be managed through your own sales platform (e.g. Amazon, eBay, Shopify).
We will provide you with all the information you need — including condition reports and return timestamps — to process refunds accurately and promptly.
Timeframes
Returns are logged and inspected within one business day of receipt. You will be notified by email or phone once a return has been processed. We aim to have all returns actioned within 48 hours of arrival at our hub.
Questions About a Return?
If you have a query about a specific return or would like to discuss your returns process, our team is happy to help.