Problems with your order?

It doesn’t happen often but sometimes a problem can occur.  If something has gone wrong, we’ll work with you to try and fix things.

Errors, damages or missing items

Please make sure you sign for damages or lost packages at time of delivery and notify us within 2 days of delivery of any errors.

If Primrox has made a mistake with your order, we’ll simply send you the correct item(s), and we won’t charge you for the delivery cost.

Returning goods

We want you to be happy with your purchase, but if you wish to return an item, then please complete our returns note, and arrange to send the goods back to us.  Any items returned to us must not have been used or damaged by the buyer in any way – if they are we will be unable to accept them.  For large items, please get in touch and we will arrange to collect the goods.

As long as the goods you send back to us in accordance with our returns policy are in their original condition, we aim refund your purchase within 14 days of receiving the returned goods. If you are a consumer in the EU, we will also refund the cost of standard delivery. This does not affect your legal rights.

Our returns policy covers items which have been delivered within 30 days. Please have your order number, or invoice number ready to speed up the process. If you have any further questions, please contact our customer support team:



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