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Terms & Conditions -
Right to Withdraw

This policy complies with the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, ensuring that your rights as a customer are protected.

Right to Withdraw Policy

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Your Legal Right to Withdraw

At Protex Mx, we are committed to providing you with an excellent shopping experience. In compliance with UK consumer protection laws, you have the right to withdraw from your contract with us within 14 calendar days without providing any reason.

This right applies to all distance selling contracts (e.g., online or telephone purchases), except for certain exclusions listed below.

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How to Exercise Your Right to Withdraw

If you wish to withdraw, you must notify us of your decision clearly and in writing. You can use the model withdrawal form provided below or contact us directly via:

  • Email: sales@protexmx.com

  • Mail: Protex Mx, 21 Albert Road, Benfleet, Essex SS74DJ

  • Online Form: Complete the "Contact us" form on our website.

We recommend keeping proof of your communication, such as a copy of your email or a receipt of postage if sending your withdrawal notice by mail.

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Withdrawal Deadline

The deadline to exercise your right to withdraw is 14 calendar days from the date on which you, or a third party nominated by you (excluding the courier):

  1. Receives the goods in physical possession, or

  2. Receives the last item of your order if it was delivered in multiple parts or shipments.

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Return of Goods

If your withdrawal involves returning goods, please follow these guidelines:

  1. Condition of Goods:

    • Items must be returned unused, in their original packaging, and in a resalable condition.

    • Goods must include all accessories, manuals, and any free gifts that were part of the order.

  2. Return Address:
    Please send returns to: 
    Protex Mx Returns Department

Protex Mx, 21 Albert Road, Benfleet, Essex SS74DJ

  1. Timeframe:

    • You must return the goods within 14 calendar days of notifying us of your decision to withdraw.

    • Goods will be considered returned on time if they are dispatched before the 14-day deadline.

  2. Return Costs:

    • Unless the goods are faulty or incorrect, you are responsible for the cost of returning the items.

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Refunds

Once we receive the returned goods or evidence that you have sent them back (e.g., proof of postage), we will process your refund as follows:

  1. Full Refund:

    • You will be refunded the total cost of the goods, including standard delivery charges.

    • If you chose an enhanced delivery option (e.g., next-day delivery), only the cost of standard delivery will be refunded.

  2. Payment Method:

    • Refunds will be issued using the same payment method you used during checkout, unless otherwise agreed.

  3. Processing Time:

    • Refunds will be processed within 14 calendar days of receiving the goods or proof of return, whichever is sooner.
       

Exceptions to the Right to Withdraw

The following items are not eligible for the right to withdraw under UK law:

  1. Customized, Personalized Items or bespoke design work undertaken by Protex Mx on your behalf:

    • Items made to your specifications or personalized specifically for you.

  2. Sealed Items for Hygiene Reasons:

    • Products that are sealed for health or hygiene reasons cannot be returned once unsealed (e.g., certain medical products or cosmetics.

  3. Digital Content:

    • If you have purchased digital content and agreed to the immediate download, you lose the right to withdraw once the download has started.

​Terms and Conditions of Trading

1. Definitions

  1. "Business Customer" means a customer who is not a Consumer.

  2. "Consumer" means an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft, or profession.

  3. "Protex Mx" means Protex Mx Limited, also referred to as "we" or "us" in these terms and conditions.

  4. "Catalogue" means the catalogue of products and services offered by Protex Mx.

  5. "Force Majeure" means any cause affecting the performance by Protex Mx of its obligations arising from acts, events, omissions, happenings, or non-happenings beyond its reasonable control, including (but not limited to) governmental regulations, fire, flood, or any disaster or industrial dispute affecting a third party.

  6. "Normal Working Hours" means 8 am to 5 pm on a Working Day.

  7. "Working Days" means Monday to Friday, excluding Bank or other Public Holidays.
     

Please note that special terms apply to Consumers, which prevail over the other provisions of these terms and conditions. Customers who are Consumers should refer to Clause 13.

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2. Orders

  1. All contracts of sale made by Protex Mx shall be deemed to incorporate these terms and conditions, which shall prevail over any other terms from the party ("the Customer") with whom Protex Mx is dealing. Cancellation of orders by business-to-business customers is not accepted, as many orders are despatched on the same day the order is placed. Cancellation of orders by Consumers will be accepted in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these terms and conditions is intended to impinge upon a Consumer's statutory or contractual rights to reject faulty goods.

  2. All orders are subject to acceptance and to availability of the goods ordered: Protex Mx is entitled to refuse any order placed by you.

  3. You undertake that:
    a) All details you provide to us for the purpose of purchasing goods or services offered on our website are correct. You, the Customer, accept full liability for orders placed using a valid user ID and password, and this liability lies with you and not Protex Mx.
    b) The credit or debit card you use to make a purchase from us is your own card or your company's card, that you are authorised to use it, and that there are sufficient funds or credit facilities to cover the cost of any goods or services you order from us. We reserve the right to obtain validation of your credit or debit card details before providing you with any goods or services.

  4. Please note, Protex Mx may record and/or monitor inbound and outbound calls and electronic traffic for training or protection purposes.

  5. Protex Mx’s privacy policy shall apply to orders placed. A copy of the policy can be found at Protexmx.com
     

3. Prices

  1. Goods and services are invoiced at the price prevailing at the time of acceptance of the order. VAT is charged at the rate applicable at the time of invoicing or otherwise in accordance with the law.

  2. Protex Mx reserves the right to modify prices from time to time.

  3. Any prices quoted by Protex Mx in local currency may be adjusted by Protex Mx due to fluctuations in the US Dollar or the Euro exchange rate.

  4. Due to the transaction costs imposed upon Protex Mx, a surcharge of 1.5% of the total invoice value will be applied to all credit transactions. UK Debit cards do not incur a surcharge.

  5. All amounts payable hereunder are payable in full and remitted back to Protex Mx without offset or deduction for taxes (including withholding tax) and custom duties.

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  7. 4. Delivery, Title, and Risk

  8. Protex Mx shall use reasonable endeavours to despatch goods by the date agreed with the customer but does not accept liability for failure to deliver within the stated time where this is caused by circumstances beyond our reasonable control, such as delays caused by delivery companies or manufacturer lead times. If a delay is likely, we shall contact the customer and advise of the delay. A customer who is a Consumer shall be entitled to cancel an order when advised of a delay if the revised delivery date is not acceptable.

  9. In the case of a Business Customer, if Protex Mx is unable to deliver the goods within 60 days of the agreed delivery date, the Customer will, as its sole remedy, be entitled to cancel the order and require any monies paid to Protex Mx in respect of that order to be refunded. In order to cancel, the Customer must send written notice of cancellation to Protex Mx after the above date but before delivery of the goods or notification from Protex Mx that the goods are ready for delivery. This Clause does not apply to Consumers.

  10. In the case of Business Customers, Protex Mx does not accept liability for shortages or damage to deliveries unless the Customer notifies Protex Mx of the shortage or damage in writing within 48 hours of receipt of the delivery. Consumers should notify shortages or damage within a reasonable period of becoming aware.

  11. Business Customers are required to be able to accept the goods when they are ready for delivery within Normal Working Hours.

  12. Delivery is deemed to take place when the goods are delivered to the Customer's nominated address, whereupon the risks of loss, breakage, and all damage and other risks shall pass to the Customer.

  13. Title in the goods does not pass to the Customer until payment is received in full by Protex Mx.

  14. If the Customer cannot accept delivery, Protex Mx may, at its option:
    a) Store and insure the goods at the Customer's expense and risk;
    b) Sell the goods at the best price reasonably obtainable and (after deducting reasonable storage insurance and selling costs) pay to the Customer any excess over the sale price or charge the Customer for any shortfall; or
    c) Re-arrange delivery provided that Protex Mx may charge the Customer for the additional delivery costs incurred.

  15. The Customer may request a Proof of Delivery, provided that this request is made in writing within 1 month of the date of delivery, and Protex Mx shall use reasonable endeavours to provide such proof. Thereafter, delivery shall be deemed to have been successfully completed.

  16. Upon delivery of the goods, the Customer will be asked to sign a Proof of Delivery to acknowledge safe receipt. It is the responsibility of the Customer to ensure that the number of packages delivered corresponds with the number stated on the delivery note. Where a discrepancy occurs or where there is evident damage to the packaging, this should be noted on the Proof of Delivery. Protex Mx shall not be liable for discrepancies or damage evident on delivery where the Customer accepts delivery and signs the Proof of Delivery without amendment.

  17. 5. Payment

  18. Payment is due on presentation of the invoice unless credit terms have been agreed in writing with Protex Mx. Protex Mx shall invoice the Customer:

  19. On acceptance of the Customer’s order in respect of software;

  20. On shipment in respect of hardware;

  21. On completion of professional services or monthly in arrears in respect of recurring services unless otherwise agreed in writing; and

  22. In advance in respect of maintenance and support services.

  23. If payment is not made on the due date, Protex Mx will be entitled to charge interest daily on the outstanding balance at the statutory rate. Additionally, an administration fee of £40 shall be applied to each overdue invoice.

  24. For Business Customers, we may factor the invoice either through any bank or specialist factoring services. Full payment details will be made clear on any invoice raised.

  25. Payment is to be cleared within the 7 days period stated on each invoice, should the balance be uncleared within 30 days Protex Mx will further process this claim via our trusted solicitors to represent and recover total balance due past this date. Protex Mx will send out multiple emails outlining the outstanding balance, should the customer not make contact or arrangements to pay, further action will be taken. 
     

  26. 6. Product Specifications

  27. Protex Mx makes every effort to supply the goods as advertised but reserves the right to supply the goods subject to minor variations in actual dimensions and specifications where these are changed by the manufacturer.

  28. If Protex Mx cannot supply the goods ordered by the Customer, Protex Mx reserves the right to offer goods of equal or superior quality at no extra cost. If the Customer does not wish to accept the alternative goods offered, they may cancel the order and require a refund of any money paid to Protex Mx in respect of that order, including carriage charges. This shall be the sole remedy of the Customer in these circumstances.

  29. Due to the current manufacturing methods of Protex Mx it is you the customer responsibility to under the process being offered. we specialise in SLA and FDM, We often outsource out manufacturing where load becomes high in peak times.


  30. 7. Warranties and Returns

  31. Special terms apply to Consumers who wish to return goods, which prevail over the provisions of this Clause. Customers who are Consumers should refer to Clause 13.

  32. Protex Mx is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. In such cases, we offer the returns facilities described below.

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