Refund & Return Policies

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Items with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your payment card or original method of payment, within 14 days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please call us on 01279 797 509 or email our sales department here.

Sale / Clearance items (if applicable)

Any products that are in clearance and/or on sale are not eligible for refunds. We will exchange any faulty items as per the sale of goods act.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservices@primotilesandbathrooms.co.uk and please return to using a tracked method to the below address –

Primo Tiles & Bathrooms Limited
The Alma Works
The Street
Takeley
Bishop’s Stortford
Essex – CM22 6QU

Delivery/Shipping

To return your product, you should return your product to our showroom using a tracked delivery method. We will not take responsibilty for items returned that become lost in transit nor will we issue a refund/exchange unless a tracked delivery method is used. Please return to using a tracked method to the below address –

Primo Tiles & Bathrooms Limited
The Alma Works
The Street
Takeley
Bishop’s Stortford
Essex – CM22 6QU

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Updated July 17th 2018.