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At ProCut Global, we supply both standard size products and custom-made items. Most of our sales come from standard size picture frames and framing accessories. However, we also provide made-to-measure services for customers who require non-standard dimensions.
Return eligibility depends on the type of product ordered. Please review the relevant section below.
This category includes:
These items are produced specifically to the dimensions, colour, and specifications submitted at the time of order. Because these products are made to individual requirements, we cannot resell them.
For this reason, bespoke products are non-returnable if:
However, bespoke items are eligible for replacement or refund if:
In such cases, we will review the issue and offer a fair resolution, either through replacement or refund.
Our standard size picture frames, mounts, acrylic sheets, multi aperture photo frames, football shirt frames, vinyl record frames, and other ready-sized products are eligible for return under the conditions outlined below.
Once the returned item is received at our facility and inspected, we will process a refund for the product cost using the original payment method. Refunds are issued after confirmation that the item is in suitable resale condition.
We carefully check all products before dispatch, but if your order arrives damaged, faulty, or incorrect, please follow the steps below to resolve the issue quickly.
Report Within 48 Hours
You must notify us within 48 hours of delivery. Early reporting helps us investigate with the courier without delay.
Provide Order Details
Email us with:
Provide Clear Photographs
Include clear photos showing:
This evidence is required for courier claims, personal investigation, and internal review.
Return Requirement
For visibly damaged items, a return is not usually required. We will confirm this after reviewing your photos.
Resolution
Once reviewed, we will offer either:
If necessary, we will open a courier investigation. We will manage this process directly and keep you informed until the matter is fully resolved.
If you need to return an eligible item, please follow the steps below to ensure your request is processed correctly.
Step 1 – Contact Us by Email
Send your return request to:
support@procutglobal.co.uk
Step 2 – Provide Order Details
Include the following information in your email:
Providing complete details helps us review your request quickly and accurately.
Step 3 – Wait for Return Authorisation (RA)
Do not send the item back until you receive confirmation from our team. We will review your request and issue a Return Authorisation (RA) if the return meets our policy conditions.
Returns sent without prior authorisation may not be accepted or processed.
To avoid confusion, please review who is responsible for return shipping costs under different circumstances.
When the Customer Pays Return Shipping
Return postage costs are the customer’s responsibility in cases such as:
In these situations, you must arrange and pay for the return delivery. We do not generate return labels for customer ordering errors.
When ProCut Global Covers the Cost
We will cover return or replacement costs only if:
In such cases, we will either arrange a replacement or issue a refund after review.
This structure ensures fairness while protecting both the customer and our production process.
Once we receive your returned item, it will be inspected to ensure it meets the approved return conditions. Refunds are initiated after inspection and confirmation that the item is eligible under our returns policy.
All refunds are processed using the original payment method used at checkout.
Please note:
We aim to process refunds promptly while ensuring returned items are properly reviewed.
We understand that plans can change, so please review the conditions below before requesting a cancellation or modification.
Cancellation Before Dispatch
Orders may be cancelled before they are dispatched, provided production has not progressed beyond a recoverable stage. Please email us your Order ID as soon as possible if you wish to cancel.
Bespoke & Made to Measure Orders
Once a bespoke or made-to-measure item has entered production, cancellation may not be possible. These products are manufactured to your specific dimensions and cannot be resold.
Cancellation is only possible before the order is produced.
Changing the Delivery Address
An address change is treated as a cancellation and replacement order.
If your order has not yet been dispatched, we cancel the original order and create a new one with the updated delivery details. It means the order is effectively placed again at the time of the change.
If the order has already been dispatched, we cannot modify the delivery details. You will need to contact the courier directly.
We recommend reviewing all measurements, product specifications, and delivery details carefully before completing your purchase.
Returns for trade customers are handled under a separate process to ensure efficiency and clarity. Depending on the arrangement, trade returns may be issued as a credit note rather than a refund.
If you are a trade customer and need to return an item, please get in touch with our support team for guidance and instructions specific to your account.
All returns should be sent to the following address once you have obtained a Return Authorisation (RA) from our team:
ProCut Global
Unit 11, Carwhinny Mitchelson Industrial Estate
Kirkcaldy KY1 3LS
United Kingdom
Phone: +44 7377 154746
Email: support@procutglobal.co.uk
Please ensure your Order ID is clearly indicated on the package to avoid delays in processing your return.