Returns & Refund Policy

Last updated: 9 September 2026

At Prime Best Shop, we want you to be completely satisfied with your purchase. If you are not happy with your order, please contact us at support@primebestshop.uk and we will be happy to assist you.

1. Your Right to Cancel

If you are a consumer purchasing from the United Kingdom, you generally have the legal right to cancel your online order within 14 days of receiving your goods, without having to provide a reason.

To exercise your right to cancel, please contact us at:

Email: support@primebestshop.uk

After notifying us of your cancellation, you must return the goods to us within 14 days.

2. Return Conditions

Returned items should be sent back in a condition suitable for resale, where reasonably possible.

You may handle the goods as you would reasonably be allowed to in a shop to inspect their nature, characteristics and functionality. However, you may be responsible for any diminished value resulting from handling beyond what is reasonably necessary.

Items that are personalised, made to your specifications, perishable, or otherwise exempt under applicable UK consumer law may not be eligible for cancellation unless they are faulty or otherwise covered by your statutory rights.

3. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, defective, or does not match the description provided on our website, please contact us as soon as possible at:

support@primebestshop.uk

Please include your order number and, where appropriate, photographs showing the issue.

Your statutory consumer rights are not affected by this policy. Where applicable, you may be entitled to a repair, replacement, price reduction or refund under UK consumer law.

4. Refunds

Once your cancellation is accepted and we have received the returned goods, or you have provided appropriate evidence that the goods have been returned, we will process your refund without undue delay and within the applicable legal timeframe.

For eligible cancellations, refunds will generally include the cost of standard delivery. If you selected a more expensive delivery service, we are not required to refund the additional amount above the standard delivery cost.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed with you.

5. Return Shipping Costs

Unless the item is faulty, damaged, incorrect or otherwise covered by your statutory rights, you may be responsible for the direct cost of returning the goods when exercising your right to cancel.

If we have sent you an incorrect, faulty or damaged item, please contact us before returning it so that we can provide appropriate instructions.

6. Exchanges

We do not guarantee exchanges for unwanted items. If you would like a different product, colour or variation, you may return the original item where eligible and place a new order.

Faulty or incorrect products will be handled in accordance with your statutory consumer rights.

7. Items That Cannot Be Returned

Certain goods may be excluded from the statutory cancellation right where permitted by UK law. These may include:

• Personalised or bespoke products;

• Goods that are liable to deteriorate or expire rapidly;

• Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed;

• Other goods or services specifically excluded by applicable law.

This does not affect your statutory rights where an item is faulty, defective or not as described.

8. How to Request a Return or Refund

To request a return or refund, please email:

support@primebestshop.uk

Please provide:

• Your full name;

• Order number;

• The item(s) you wish to return;

• The reason for the return, where applicable; and

• Any relevant photographs or supporting information if the item is damaged, faulty or incorrect.

We will respond with the appropriate return instructions.

9. Statutory Rights

Nothing in this Returns & Refund Policy is intended to limit, exclude or replace any rights you may have under applicable UK consumer protection law.

If a product is faulty, not as described, or does not meet the requirements of applicable consumer law, your statutory rights remain fully protected.

10. Contact Us

If you have any questions regarding returns, refunds or cancellations, please contact us:

Prime Best Shop
Email: support@primebestshop.uk

We aim to respond to customer enquiries as promptly as reasonably possible.