At PrimeSupply London, we want customers to shop with confidence. This policy explains how returns, cancellations, refunds and exchanges are handled.
Returns and Cancellation Rights
If you are purchasing as a consumer online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
If your order contains multiple items delivered separately, the cancellation period generally begins when you receive the final item.
To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.
You can submit your cancellation request through our contact page:
https://primesupply-london.com/pages/contact
Returning Your Items
After notifying us that you wish to cancel, you must return the goods within 14 days.
Please contact our customer support team before returning an item so we can provide the appropriate return instructions.
Items should be packaged securely to prevent damage during transit.
You may inspect goods as you would reasonably be permitted to do in a physical shop. However, we may make a deduction from your refund if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.
Return Shipping Costs
For a standard change-of-mind cancellation, customers are responsible for the direct cost of returning goods, provided this information was communicated before purchase.
If an item is faulty, damaged, incorrectly described or otherwise does not meet your statutory rights, we will cover reasonable return costs where required by law.
Please contact us before arranging the return of faulty or incorrect goods.
Refund Processing
When you exercise your statutory right to cancel, we will issue any refund due within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.
If the goods have not yet been dispatched, the refund will be made within 14 days of being informed of your cancellation.
Where required by law, refunds will include the original standard delivery charge. Additional charges for an upgraded delivery service are not refundable beyond the cost of standard delivery.
Refunds are normally made using the original payment method unless otherwise agreed. We do not charge a fee for issuing a statutory cancellation refund.
Your payment provider may require additional time to display the refunded amount in your account.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrectly described or different from what you ordered, please contact us as soon as reasonably possible.
Include your order number, a description of the issue and photographs where available.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.
For most faulty goods, consumers have a short-term right to reject within 30 days of delivery. Additional rights may apply after this period.
Nothing in this policy limits those statutory rights.
Non-Returnable Items
Certain products may be exempt from the standard 14-day cancellation right under applicable law.
Examples may include goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
These exceptions do not remove your statutory rights where goods are faulty or not as described.
Exchanges
If you would like to exchange an item, please contact our customer support team.
Exchange requests are subject to product availability and the circumstances of the return.
Where an item is faulty or does not conform to the contract, your statutory rights to a repair or replacement remain unaffected.
Cancelled Orders
If you wish to cancel an order before dispatch, please contact us as soon as possible.
We will review your request and confirm whether the order can be stopped before shipment.
If your order has already been dispatched, you may still be entitled to cancel under your statutory consumer rights.
Business and Wholesale Orders
This policy's statutory consumer cancellation provisions apply to eligible consumer purchases.
Orders placed for business or wholesale purposes may be subject to different contractual terms. Any applicable business return arrangements will be communicated as part of the relevant transaction.
Contact Us
For return requests, refund enquiries, damaged products or order cancellations, please contact us through our website.
Trading Name: PrimeSupply London
Operated By: PRIME SUPPLY DEPOT LTD
Company Number: 17537628
Website: https://primesupply-london.com
Customer Support: https://primesupply-london.com/pages/contact
Please include your order number when contacting us about an existing purchase.
Your Statutory Rights
Nothing in this Returns & Refunds Policy excludes or restricts your rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.