Returns & Refunds Policy – PrimeCrate

At PrimeCrate, our priority is to ensure every customer is satisfied with their purchase. All products undergo quality control before dispatch. However, we understand that a return or refund may sometimes be required.

This policy applies to all purchases made through www.primecrate.co and its associated domains.

1. General Return Conditions

We accept returns within 14 calendar days from the date of delivery.

To be eligible for a return:

  • The item must be unused
  • In its original condition
  • In the original packaging with all components included

We do not accept returns for items that show signs of use, damage, improper handling, or missing parts.

To request a return, please contact us with:

  • Order number
  • Full name
  • Reason for return
  • Photos of the product (if applicable)

2. Refund Process

Once we receive and inspect the returned item, we will notify you by email regarding the approval or rejection of your refund.

If approved, refunds will be processed to the original payment method within 5–10 business days.

For discounted or promotional items, refunds will be issued based on the price paid.

3. Shipping Costs

Shipping fees are non-refundable, except in cases where:

  • The product is faulty
  • The wrong item was sent
  • The error was caused by PrimeCrate

Customers are responsible for return shipping costs unless stated otherwise.

We recommend using a tracked shipping service, as we are not responsible for returns lost in transit.

4. Non-Returnable Items

The following items are not eligible for return:

  • Used jewellery or items without original packaging
  • Personalised or customised products
  • Final sale or clearance items

5. Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us within 48 hours of delivery.

Include:

  • Photos of the product
  • Photos of the packaging
  • A brief description of the issue

After review, we will offer either:

  • A replacement
  • A full refund

6. Exchanges

We do not offer direct exchanges.

If you wish to change a product, you must return the original item (if eligible) and place a new order.

7. Delayed Refunds

If you have not received your refund within 10 business days after approval:

  • Check your bank account again
  • Contact your payment provider (processing times may vary)

If the issue persists, please contact our support team.

8. Consumer Rights

Nothing in this policy limits your rights under applicable consumer protection laws.

Customers are entitled to remedies where products are not delivered as described, are faulty, or do not meet reasonable expectations of quality.

9. Contact

PrimeCrate
support@primecrate.co
www.primecrate.co
71–75 Shelton Street, Covent Garden
London, United Kingdom WC2H 9JQ
+44 7624579885