Returns & Exchanges

RETURNS POLICY


If you are not 100% satisfied with your purchase you can return your goods for a full refund or an exchange within 14 days of receipt of goods providing you return the goods in “as new condition”. Please fill out the online returns form to start your return.

What we mean by “as new condition” is that we do not expect the goods to necessarily be plastic wrapped and perfectly folded as they were shipped to you, but we cannot accept returned goods if;

  • Item tags have been removed.
  • They are marked, soiled, stretched, bleached or damaged in anyway.
  • They are scented with aftershave, perfume, deodorant or smoke.
  • They have been washed.
  • The soles are dirty or have been worn outside.
  • The inner sole is covered in sock fluff or hair.
  • All decks and hardware must be un-skated and returned in the original packaging.
  • Once a deck has been assembled, we cannot accept either the deck or the hardware for return.

For all shoe returns we will require the original shoebox, the shoebox is included as part of the goods. The shoebox needs to be unmarked and cannot be used directly as the postage box. We cannot accept shoes if the box is missing, damaged or marked.

All goods and products are at the responsibility of the customer until they have been delivered to us.
We ultimately reserve the right to refuse a return if we deem it to be in any other condition than “as new condition”. In this case, the items may be returned to you at your own cost.
Please send all returns to the address below.

Prime Delux Online Returns
23 Commercial Road,
Plymouth,
Devon,
PL4 0LE,
United Kingdom.

Exchanges & Refunds


Once your return has arrived with us, one of the Prime Team will contact you by email to confirm that your return is being processed. Please allow up to 5 working days from the return shipping date for us to contact you to allow time for the return to reach us and for one of our team to process your return.

If you have asked for an exchange and we can fulfil your request, one of the Prime Team will contact you by email to confirm that your item(s) have been swapped over. Within the confirmation email, we will ask for you to confirm that you are happy to have the exchanged goods sent to the original shipping address. By default we will look to use the same delivery method and shipping address as per the original order unless we hear differently from you. If we don’t hear from you within 24 hours of sending the confirmation email, we will ship your exchanged goods to the original shipping address. Alternatively you can clearly write the change of delivery address on online returns form. We regret that we cannot make any changes to exchanges once they have been dispatched.

We cannot accept exchanges when the requested item is of higher value than the returned item.

If your exchange is unfortunately no longer in stock, one of the Prime Team will email you to ask you how you would like to proceed. Should we not hear back from you within one working week from the email date we will issue you with a refund for your return. All refunds are final and cannot be reversed.
If we are processing a refund for your return we will notify you via email as soon as it has been completed out our end. Please allow 3-5 working days for the funds to be available again in your bank account. If you have paid through PayPal you may find that the refund goes directly into your PayPal balance.

Faulty Goods


The same 14 day return policy applies to faulty goods. Generally a defect will become apparent relatively quickly. Unfortunately we can’t accept returns due to excessive wear.

All items returned as faulty are subject to an in depth inspection by Prime Delux Online before we can confirm an exchange, a refund or credit. In certain instances, we may need to send the goods back to the original manufacturer for an additional inspection. Although we do our absolute best to compensate for faulty goods, the results and outcome of the inspection from the manufacturer are final.
Due to the nature of our secure payments system, faulty goods that are returned after 60 days will not be eligible for a refund. Providing the faulty goods have passed inspection, we will be able to offer an exchange or online store credit by the form of a coupon code.
Should an item become faulty to our international customers, we ask that you complete the online returns form and attach images displaying the fault. We may well be able to resolve the problem without the need for the return of goods. One of the Prime Team will contact you by email to discuss how to proceed.
We cannot accept snapped decks in returns. Most faults occur when landing a trick incorrectly and are not down to a manufacturer fault. Any final decision will be made by the manufacturer directly.

CANCELLATIONS


If you would like to cancel your order, please let us know as soon as possible.

If you would like to cancel your order, please let us know as soon as possible. Our couriers collect at our warehouse at 4pm Monday to Friday. If you cancel your order prior to shipping, we can issue a full refund upon your instruction. Please note that we do not ship or deliver on weekends and bank holidays.
Should you wish to cancel your order after your goods have been shipped out, we will not be able to refund the original shipping costs. You may also incur a returns fee for return of your order. The returns fee will usually be the same cost as the original postage but prices may vary.

Please be aware that due to some courier’s operations and the quick turnaround on next working day deliveries it may not be possible to cancel your order once dispatched. If this is the case you can return your order using the returns information above.