Returns Policy

PRIMA Leisure Limited is committed to bringing you the best quality products. However, we also know that you may need to cancel an order or return an item. We want you to be able to shop in full confidence with us - if you have any queries, please get in touch with us directly.

These policies do not apply to business customers - please see below for specific details for our Retailer and Trade customers.

Returning items that are no longer wanted

Notify us by email or phone within 30 days of receiving your item that you wish to return it.
Please fill in and enclose a returns form including your order information and the reason for return.
Ensure the item is returned to us within 14 days of notifying us you wish to cancel it.

If the item can be posted: Securely package the item and send to PRIMA Leisure Unit 600 The Quadrant Ash Ridge Road, Bristol BS32 4QA. Until the goods reach us, you are liable for their care so we recommend using a tracked service and packaging the item securely to prevent damage.

If the item is too large to post: Contact us to arrange a collection.

If the item is in a fully resalable condition complete with undamaged packaging we will issue you with a full refund for the product. We will only refund your delivery cost if you return or cancel your entire order. Please note that if you selected a more expensive faster delivery or courier option, we will refund the cost of the least expensive standard delivery option.

If the item has been used, or if the packaging is damaged we may make a deduction to offset the reduction in value of the item for resale. We will contact you if this is the case. Remember that you are able to handle the goods only to the extent that you would in a shop.

Cost of returns

You must cover the cost of returning unwanted goods to us. If the item is too large to post, please contact us to arrange a collection. This will be charged at £15 and will be deducted from your refund.

Returning damaged or faulty items

Up to 30 days after receiving the goods

You have a right to reject items within 30 days of receipt if it is damaged or faulty.

Please notify us by email or phone within 48 hours if an item is delivered damaged – this helps us log a claim with the courier.
You must notify us within 30 days of receiving an item that you wish to reject it.
If we ask you to return the item to us, please fill in and enclose a brief returns form including your order information and details of the damage.
Send us proof of any shipping costs incurred.

We will refund faulty goods in full, including postage to you if applicable and any shipping charges incurred to return the item to us.

Up to 6 months after receiving the goods

If the item is damaged or faulty, we will do our best to repair or replace the item like-for-like.

You must notify us within 6 months of receiving the item, with full details of any issues.
If we ask you to return the item to us, fill in and enclose a brief returns form.
Send us proof of any shipping costs incurred.

Nothing above affects your statutory rights as a consumer.

Retailer and Trade Customers

All goods must be inspected for damage on receipt and reported within 2 working days of receipt, excluding windows

Damage to windows must be reported in writing within 24 hours of receipt for us to uphold a claim.