Refund & Return Policy

30-Day Free Returns

At PrimeKitchen, we want you to be completely happy with your order. You can return any item within 30 days of delivery — for any reason, including a simple change of mind. Returns are free: once your return request is approved, we will email you a prepaid return shipping label with clear instructions.

Eligible Returns

• You changed your mind or the item is not what you expected
• The package arrived damaged during shipping
• The item arrived damaged, defective, or different from what was ordered
• The product arrived with an expired or near-expiry date
• The wrong item or wrong quantity was delivered

To be eligible, items should be unused and in their original packaging where reasonably possible. Items that arrived damaged or faulty are always eligible, regardless of packaging.

How to Start a Return

1. Email us at primekitchenuk@gmail.com with your order number and, if the item is damaged or incorrect, a photo.
2. We will review your request within 1–2 business days and send you a prepaid return label.
3. Drop the parcel at the carrier point shown on the label.

Refunds

Once your return is received and inspected, we will notify you and issue your refund to the original payment method within 5–10 business days. If a refund has not appeared after 10 business days, please contact us and we will chase it with the payment provider.

Exchanges

The fastest way to get a replacement is to return the original item and place a new order once your return is accepted. For damaged or incorrect items we will ship a replacement at no cost where stock allows.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including your right to cancel most online orders within 14 days of receipt and your rights when goods are faulty, not as described, or not fit for purpose.

Questions?

Contact us any time at primekitchenuk@gmail.com — we answer every message.