Prime Retailing

While we hope you’ll be happy with your Prime Retailing items, we know you may sometimes need to return them.

If you do, this policy has all the information you’ll need to know.

This policy applies to everything you buy from Prime Retailing.

Changed your mind?

We’d like you to be happy with everything you purchase from Prime Retailing. But should you change your mind about your purchase, please return the product with your proof of purchase, within 30 days from the day you receive the goods (the cancellation period) and we’ll happily offer a refund. We do not accept change of mind returns on certain products due to health and hygiene reasons. We can also refuse returns for unsealed software, or unsealed DVDs and CDs. We ask that clothing be returned unworn and as sold, in a saleable condition and with all tags still in place. If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected. To get your refund just notify us of your decision to cancel within the cancellation period listed above and then return the item to us, not later than 14 days after the day on which you communicate your decision to cancel to us. For details on how to return and costs, please refer to the Returns section. The Buyer is responsible for return shipping costs and insurance.

Is your item faulty or damaged?

We do our best to make sure everything works perfectly, but if it doesn’t, our customer services team are here to help. Please message us in the first instance so we can advise you. If your item develops a fault, you have the following rights in addition to your statutory legal rights.

My item has developed a fault within 30 days of delivery.

Within 30 days of receipt of the goods (or for perishable goods within their use by date) you will be offered the choice of a repair, replacement or full refund. If your item develops a fault, please notify us and we will confirm the Returns Procedure. Please do not return the product and request a refund of the postage as this will be refused. We will offer either a refund including your original purchase postage costs, or a replacement product (stock permitting). The refund or replacement will be actioned once the original product has been returned to the Prime Retailing returns team for assessment and verification of the fault.

All goods come with a 30 day returns period

The fault has developed after 30 days but within 12 months of delivery.

Our refurbished electrical goods have an additional warranty that runs for 12 months from the date of purchase. In the case of replaced items, this runs from the original purchase and not from the date of replacement. All other items have the initial 30 days for return although if you have purchased a brand new item from us you may have a warranty from the manufacturer.

From 30 days after receipt of refurbished electrical goods up to 12 months from the date of purchase, we will initially arrange for the goods to be repaired. If our technical team are unable to repair your item, we will then offer a replacement or refund. You may be able to choose an alternative product as a replacement if we do not have an identical model available.

During this period, after the initial 30 days and during the remainder of the 12 month warranty, the Buyer is responsible for packaging, return shipping costs and insurance. If a product is returned as faulty but not found to have a manufacturing fault or if a fault has developed as a result of misuse, no product or postage costs will be refunded.

Any damage in transit should be notified within 48 hours of receipt of the goods, or as soon as reasonably possible, by contacting our customer service team by email. Items returned to us via collection or pre-paid label can take up to 7 working days to be delivered back to us for assessment. Repairs can take up to 5 working days to complete, from the date of receipt by our technical team. Please note that it can take 3-5 days for any refund given to be shown in your PayPal account.