General Policy US,UK
We pride ourselves on excellent customer service and aim to offer an unrivalled shopping experience for everyone. We understand that occasionally we all make purchases that we aren’t 100% happy with, which is why we like to make life as easy as possible and offer a full refund when you return any unused items in a resalable condition and in their original packaging within 30 days.
Speedy returns: We endeavour to process your return within 72 hours of receipt. Depending on your bank/card issuer please be aware it can take between 3-5 days for the money to appear in your bank account, and for PayPal refunds within 1 to 3 working days.
We will refund our original delivery charge if a complete order is returned within the first 7 days after the invoice date. If the order is returned to us after 7 days from the original invoice date then unfortunately we will not be able to refund the original delivery charge.
If any product you purchase is damaged or faulty upon receipt, we may offer an exchange or refund as appropriate, in accordance with your legal rights
If within 1 year of purchase you return the product with your order confirmation and provided the damage is not due to customer negligence, we will provide either a replacement product or a full refund. Replacements are provided at no extra cost to you. This does not affect your statutory rights.
If you believe a product is faulty, via email to:[email protected]
Please note that for security reasons we cannot refund a different card to the one you made the original purchase with.
Please also note that for security reasons we can only send out replacement items to the address used in your original order.
If the damage to a faulty item is deemed to be malicious, no refund (Product, delivery charge, nor return postage) will be made.
In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.
Please note that this policy does not apply to the following products:
Furniture products that are made to order. These are subject to a separate policy, please see below.
Perishable Goods such as food and drink.
For Technology Products Purchased ONLINE in the last 30 Days
For all technology products purchased in store in the last 30 days bring the product, complete with its original packaging and all cables supplied.
For Technology Products Purchased more than 30 Days ago
For all technology products purchased more than 30 days ago but still within the manufacturers 1 to 3 year guarantee period, your product may well be covered by the manufacturer’s warranty. We advise you to contact the manufacturer’s helpline number and they will be able to offer you assistance. In the majority of cases, they will be able to resolve the issues or arrange for a repair and let you know how long the repair will take.This does not affect your statutory rights.
Should you wish PrimusBuy to arrange the repair on your behalf within the warranty period,we shall make the arrangements with the manufacturer and facilitate the repair process on your behalf. Please note that we may ask to inspect the goods to confirm the fault or ask you to carry out a telephone diagnostic to make sure it is not a problem that can be resolved quickly.
Your refund or exchange will be processed once we are in receipt of the goods. We reserve the right to refuse a refund on an item that has not been returned in a fully resalable condition – undamaged and in their original packaging and with the labels intact. This does not affect your statutory rights.
* We will refund your original delivery charge when a product is returned and confirmed as faulty and when it is for a change of mind in the first 7 days after the invoice date. If the product is returned to us after 7 days from the original invoice date then unfortunately we will not be able to refund the original delivery charge
Before delivery – change or cancel an order
If you wish to change or cancel an order before it has been shipped, please contact via mail:[email protected] Please have your order number to subject.
If your order has already been shipped, please see our Returns, Refunds and Exchange information below.
Returning goods – how do I return my order?
To receive Free Returns on your eligible product(s)
- All product(s) are eligible for Free Returns. Free Returns only applies to product(s) by PrimusBuy. It does not apply to the same product(s) by other sellers.
- No minimum purchase is required to receive Free Returns.
- Free Returns is available to delivery addresses in the 48 states of the United States only , United Kingdom.Free Returns is available when using a United States zip code and United Kingdom zip code. Additional geographic shipping restrictions may apply to particular products.
- If you’re not satisfied with your purchase, return the eligible product(s) in new and unworn condition in the original packaging for a full refund in accordance with our returns policy. We do not refund the original shipping fees, however.
- All product packaging and certificates of authenticity, grading, and appraisal must be returned with the product. Any product(s) returned without original documentation will be rejected. Any product(s) that have been resized, damaged or otherwise altered after delivery will not be accepted for return.
- Eligible product(s) must be returned using a trackable shipping method. Please contact our Customer Service [email protected] and we will guide you through the process. We offer two options to return eligible product(s):
- Drop off option: You can drop off your return at the authorized location of your choice. There is no charge for this option.
- Pickup option: Will pick up your return at the address of your choice. If you choose the Pickup option and if the return is not a result of our error, you will be charged a convenience fee of $6 for the Pickup.
- PrimusBuy will process your return and issue a full refund with no deduction for return shipping after receiving your return of the eligible product(s). If your return is not a result of a PrimusBuy error, we will not refund the original shipping fees. If you return a product(s) that are ineligible for free returns with a product(s) that are eligible for free returns, PrimusBuy may deduct the shipping costs for the ineligible products(s) from your refund amount in accordance with PrimusBuy general returns policy. In addition, some special product, order, or handling fees may still apply.