Refund policy

At Prime Wardrobe, we want you to be happy with your purchase. If you are not completely satisfied with your order, please contact us and we will assist you in accordance with this policy and your statutory rights. 

Prime Wardrobe is the trading name of Prime Infinity Trade Ltd, company number 16851393. 

1. Cancelling Your Order 

For most items purchased online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to any applicable legal exceptions. 

This cancellation right generally applies to sale and promotional items as well as full-price items. 

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods. 

Certain products may be excluded from the statutory cancellation right where permitted by law. This may include products that are made to your specific requirements, personalised or specially manufactured. 

Any applicable exclusions or restrictions will be clearly explained before you place your order. 

2. Change of Mind Returns 

If you change your mind about a purchase, you may return eligible goods in accordance with your statutory cancellation rights and this policy. 

You should take reasonable care of the goods while they are in your possession. You may handle and inspect the goods only to the extent reasonably necessary to establish their nature, characteristics and functionality, in the same way you would reasonably be able to do in a shop. 

If the goods have been handled beyond what is reasonably necessary and their value has been diminished as a result, we may make an appropriate deduction from the refund where permitted by law. 

Where applicable, goods should be returned with their original packaging and accessories. However, nothing in this requirement is intended to limit your statutory consumer rights. 

3. Faulty, Damaged or Incorrect Items 

If your furniture arrives faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible. 

To help us investigate and resolve the issue quickly, please provide: 

We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law and your statutory rights. 

This may include a repair, replacement, price reduction or refund, depending on the circumstances and your legal rights. 

Any request to contact us promptly about damage does not affect your statutory consumer rights. 

4. How to Request a Return or Cancellation 

To request a cancellation, return or refund, please contact us through our Contact Us page using the contact details provided on our website. 

Please include: 

We will provide the appropriate return instructions and explain the applicable return arrangements. 

Please contact us before sending an item back. This helps us identify your order and provide the correct return instructions and can help avoid delays in processing your return. 

5. Return Collection 

Furniture can be large or bulky and may require a suitable collection or return arrangement. 

Where a collection is required, we will explain the applicable arrangements before the return is organised. 

For a statutory change-of-mind cancellation, any return costs that are legally payable by the customer will be explained to you before the return is arranged. 

Where an item is faulty, damaged or incorrect, we will handle the return arrangements in accordance with your statutory rights. 

6. Refunds 

Once returned goods have been received and any necessary assessment has been completed, we will process the refund due in accordance with applicable law. 

Where a refund is due, it will normally be made using the same payment method used for the original purchase within 10 working days. 

For cancellations made under applicable statutory cancellation rights, refunds will be provided within the timeframe required by law. 

Where permitted by law, we may withhold a refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first. 

7. Delivery Charges 

Where you exercise a statutory cancellation right, any refund of delivery charges will be handled in accordance with applicable law. 

This generally covers the cost of our standard delivery service. If you selected a more expensive premium delivery option, we are generally only required to refund the equivalent of our standard delivery charge. 

8. Items Excluded or Subject to Different Conditions 

Certain products may be subject to different cancellation or return conditions where permitted by law. 

This may include: 

Any applicable restrictions will be clearly communicated before purchase. 

9. Statutory Consumer Rights 

Nothing in this policy limits, excludes or affects any statutory rights you may have under UK consumer law. 

If goods are faulty, not as described, not fit for purpose or otherwise fail to meet the standards required by law, you may have additional legal rights depending on the circumstances.