Returns
We want you to be happy!
Returns
No problem.
Our general policy lasts 30 days.
If you receive an item you are unhappy with, you can return it to:
FAO: Customer Service
Prime Retail Ltd
23 Commercial Road
Plymouth
PL4 0LE
Your item must be unused and in the same condition you received it. I.e. in the original packaging and tagged as it would have arrived.
We like to keep everything super fresh and completely unworn.
Some items cannot be returned, including session passes, private hire deposits, and perishable goods such as food, newspapers, and magazines. To process your return, we will require a receipt or some form of proof of purchase. If you made a purchase online, you should have received a receipt via email.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Refunds
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within a certain amount of days.
Returns address
FAO: Customer Service
23 Commercial Road
Plymouth
PL4 0LE
FAQs
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@primedelux.com
Who pays for the postage of returns?
You will be responsible for paying for your own shipping costs unless the goods are approved as faulty.
If you want to exchange, we will meet you in the middle and pay the shipping fee to send you your replacement once we have received your initial returned goods in satisfactory condition.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are returning an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. We always use a recorded delivery method.
What if I don't like what I've ordered?
If you do not like your order or if there is any problem within 30 days, we will happily give you a full refund providing the goods you return arrive in the same condition that you received them. We will not accept any worn or marked goods.
