Refund & Returns Policy

Overview

At Prime Supply, we aim to ensure customer satisfaction with every purchase. We offer a 14-day returns policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, items must be unused, in their original condition, and returned in their original packaging where applicable.

Due to their nature, certain products cannot be returned, including perishable goods, hygiene-sensitive items, hazardous materials, and flammable substances.

Additional non-returnable items include gift cards, downloadable or digital products, and selected health and personal care items.

A valid receipt or proof of purchase is required to process all returns. Please do not send returned items directly to the manufacturer.

Partial Refunds

In certain circumstances, only partial refunds may be granted. This may apply where items show signs of use, are returned damaged or incomplete for reasons not due to our error, or are returned more than 30 days after delivery.

Opened media, software products, or similar sealed items may also be eligible for partial refunds only.

Refunds

Once your return is received and inspected, we will notify you by email regarding the outcome of your refund request.

If approved, your refund will be processed and credited to your original method of payment within a reasonable timeframe. Processing times may vary depending on your payment provider.

Late or Missing Refunds

If you have not yet received your refund, please first check your bank account or payment statement.

If the refund is not showing, contact your card provider or payment service, as posting times can differ between providers.

If the issue remains unresolved, please contact your bank. Should you still require assistance after completing these steps, please contact us via https://primesupply.co.uk/contact-us/.

Sale Items

Only items purchased at full price are eligible for a refund. Sale or discounted items are non-refundable unless they are faulty or incorrectly supplied.

Exchanges

We replace items only where they are defective or damaged. If you require an exchange for the same item, please contact us with your order details.

Gifts

If an item was marked as a gift and shipped directly to you, a gift credit equal to the value of the return will be issued once the returned item is received.

If the item was not identified as a gift, any refund will be issued to the original purchaser.

Returning Items

Before returning any item, please contact us to obtain return instructions via https://primesupply.co.uk/contact-us/.

Customers are responsible for return shipping costs. Original delivery charges are non-refundable unless the item is faulty or was supplied in error.

Delivery times for exchanged items may vary depending on your location.

For higher-value returns, we recommend using a tracked or insured delivery service. We cannot guarantee receipt of returned items that are not sent with tracking.

Need Help?

If you have any questions regarding refunds or returns, please contact us.