PRIMA Leisure is committed to bringing you the best quality products at great prices. However, we also know that once in a while you may need to cancel an order or return an item. To ensure we can make this as easy as possible, please ensure you hold onto your receipt and any packaging with the item you bought. All refunds will normally be made to the same method of payment as your purchase. This policy does not affect your statutory rights.
In the unlikely event that you are unhappy with your new purchase, you can return the product to us at your own cost within a 30 day period from the date of receipt. Intended returns of new orders should be notified to us in writing, within 14 days immediately after receipt, by using our Contact Page on the website or by letter to the address below.
To be eligible for a refund for a Product that you have purchased from PRIMA Lesuire please follow our returns procedure: return it to us with a short note stating your order reference number and when it was purchased, together with your name, address and telephone number and reason for return. Send the returned products to:-
PRIMA Leisure Ltd
Ash Ridge Road
or (if they are not suitable for posting) allow us to collect them from you (please note this may incur a cost). Please call customer services on 0117 953 8140 or email us at firstname.lastname@example.org to arrange collection. If you are exercising your right to change your mind you must send the goods within 14 days of informing us of the return.
NB: We do not refund any costs associated with the return postage or packaging unless it is a faulty or mis-described product or you are returning them because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. We also recommend you return the products using a suitable and traceable method, as it is your responsibility to ensure products are returned to us safely and without damage. Customers are at liberty to return products in an unused and ‘as new’ condition, either in or with their original packaging and accompanied by instruction manuals where appropriate, for a period of 30 days following delivery. Please note that all products need to be returned either by courier or post and will also be accepted in person at Unit 600, Ash Ridge Road, Bradley Stoke, Bristol, BS32 4QA.
We will refund you the price you paid for the Products excluding delivery costs, by the method you used for payment. Where we refund the price you paid for Products, we may make deductions from the price, in the following circumstances.
If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) Delivery costs may be refunded at our discretion. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
(c) Where the Product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
Where we refund the price you paid by credit or debit card, refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed if an original account no longer exists or the original account details have expired.
Products we're unable to refund: We are unable to refund made-to-order products unless they are faulty, as it is very unlikely that we would be able to sell this product to another customer.
Cancelling orders before dispatch: To cancel a placed order with us please use the Contact Us link. Please be aware that stock items can be dispatched within 2 hours, and therefore it is vital that you contact us as soon as possible. Made to order items require notice within 24 hours.
What should I do if I have a faulty or damaged part or a part is missing?
If your order hasn't arrived, or arrives incomplete, first of all please view your order online. Sign into your Delivery History. If your order has been despatched but hasn't arrived within the expected time period, please email email@example.com.
If a part becomes faulty within guarantee period, please email our Customer Services Team using the Contact Us page and we will deal with your concern. Please state when the product was purchased and which part needs replacing or the nature of the fault.
Our guarantee does not cover defects arising from accidental damage, misuse or wear and tear . It is offered as an extra benefit and does not affect your consumer statutory rights.
If your delivery has parts damaged in the first instance, on receipt please inform the courier by signing for the receipt as 'damaged'. Claims need to be made within the first 48 hours of delivery. Send us the details using the 'Contact us' page and we will endeavour to respond to your enquiry within 24 hours. Products which have been used will not be accepted for return unless the Company has agreed in advance that a warranty claim may be justified.
Any picking errors, discrepancies, incorrect quantities etc. with your order must be reported within 7 days to claim replacements.
Once your return is authorised an acknowledgement will be emailed to the address used on your original order (Returns Authorisation). Any products returned without a valid Returns Authorisation number will be refused. Upon receipt, all Products will be inspected and at our discretion, credit may be refused.
When your refund will be made:
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
If the Products are Goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.