Returns & Refunds Policy – PrimeCrate 

At PrimeCrate, our priority is to ensure every customer is completely satisfied with their purchase. All products undergo rigorous quality control before dispatch. However, we understand a return or refund may sometimes be needed.
This policy applies to purchases made on www.primecrate.co and associated domains.

1) General Return Conditions

  • We accept returns within 14 calendar days of receiving your order.

  • To be eligible, the item must be unused, in its original condition, and with all original packaging.

  • We cannot accept returns showing signs of use, damage, improper handling, or missing components.

  • To request a return, email helpprimecrate.uk@gmail.com with:

    • Order number

    • Full name

    • Reason for return

    • Product photos (if applicable)

2) Refund Process

  • Once we receive and inspect the returned item, we’ll email you to confirm approval or rejection of the refund.

  • If approved, we’ll process the refund to the original payment method within 5–10 business days.

  • For discounted/promotional items, refunds are based on the price paid.

3) Shipping Costs

  • Shipping fees are non-refundable, except in cases of our error or a faulty item.

  • Customers are responsible for return shipping costs unless the item is damaged/faulty or sent in error by PrimeCrate.

  • We recommend using a tracked service for returns.

4) Non-Returnable / Excluded Items

For hygiene or customisation reasons, we cannot accept returns for:

  • Used jewellery or items without the original seal.

  • Personalised/engraved products.

  • Final Sale/clearance items.

5) Faulty, Damaged or Incorrect Items

  • If you receive a damaged, faulty or incorrect product, contact us within 48 hours of delivery at helpprimecrate.uk@gmail.com, including photos and a brief description.

  • After assessment, we will offer a free replacement or a full refund where appropriate.

6) Exchanges

  • We don’t offer direct exchanges.

  • If you want a different model/colour/size, please return the item for a refund and place a new order.

7) Delayed Refunds

If you haven’t received your refund 10 business days after our confirmation:

  1. Re-check your bank account.

  2. Contact your bank/payment provider (there may be additional processing time).

  3. If you still need help, email helpprimecrate.uk@gmail.com and we’ll assist promptly.

8) Your Rights under Australian Consumer Law (ACL)

Nothing in this policy limits your rights under the Australian Consumer Law.
You are entitled to a remedy (repair, replacement or refund) for major failures and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

9) Contact

PrimeCrate
📧 helpprimecrate.uk@gmail.com
🌍 www.primecrate.co
📍 71–75 Shelton Street, Covent Garden, London, United Kingdom WC2H 9JQ
☎️ +44 7455 691182