Refund policy

RETURNS | REFUNDS | EXCHANGES

If you'd like to return an item, please request it through your account so we can review and approve your return.

🔔 Important: Please do not send any items back before your request has been approved. Once approved, we'll email you your Return (RMA) number and return instructions.

Before requesting a return, please make sure:

  • Your item is unused, in resellable condition and in its original undamaged packaging
  • You still have your order number and proof of purchase
  • You are within the eligible returns period (standard 30 days or extended Christmas window)

How to Request a Return

  1. Log in to your account and open your order.
  2. Select Request return, choose the item(s) and give a reason.
  3. We'll review your request, usually within 1–2 working days, and email you your RMA number and instructions once it's approved.

Can't access your account? Email cs@primehideleather.co.uk with your order number and reason for return, and we'll set it up for you.

RMA Number

Every return must include the RMA number from your approval email. Please write it clearly on a note inside the parcel and on the outside of the package. Returns received without a valid RMA number cannot be processed and may be refused or returned to sender.

Standard Returns (UK)

We offer a 30-day returns window from delivery on all full-price UK orders.

Once your return is approved, please send your item back using your own tracked courier service. Return postage is at your own cost and cannot be reimbursed, and proof of posting must be obtained.

Prefer not to arrange your own? We can provide a Royal Mail Tracked return label for £4.95, which will be deducted from your refund. Just reply to your approval email to request one.

International Returns

International customers can request a return through their account within 30 days of delivery, in the same way as UK customers.

Once approved, you are responsible for arranging and paying for your own return shipping using a tracked service. Please obtain proof of posting. We cannot reimburse return postage, or any customs duties or taxes incurred on the return.

Non-Returnable Items

  • Personalised and custom items
  • Sale and outlet items
  • Items not in their original unused condition or with damaged packaging

These exclusions do not apply to items that are faulty or incorrect, and do not affect your statutory rights.

Custom & Personalised Orders

Once an item has been personalised, it is non-refundable due to its bespoke nature. Return requests for personalised items will be declined.

If you believe an error has been made on our part, please contact us — we will investigate thoroughly and resolve any mistakes made on our end.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, please let us know within 14 days of delivery:

  1. Request a return through your account, selecting the reason that applies (or email us if the item is personalised or a sale item).
  2. Email clear photos of the item and packaging to cs@primehideleather.co.uk, quoting your order number.
  3. Once we've reviewed the photos, we'll approve your return and send a free return label (UK) or arrange the return with you (international).

Once inspected, we'll offer a replacement, repair or full refund including your original delivery charge.

If your product develops a manufacturing fault within 12 months, we will offer a repair where possible or a replacement at our discretion. Repairs will always be our first approach. General wear and tear is not covered.

Refunds

Once your return arrives and passes inspection, we'll refund you to your original payment method within 14 days.

Items showing signs of use, wear or damage (beyond reasonable inspection) may result in deductions or refusal of refund.

Return Guidelines

  • Returns are only accepted for orders placed through www.primehideleather.co.uk.
  • Items must be securely packaged; we are not responsible for lost or damaged parcels.
  • Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

*Firelog Ltd reserves the right to amend this policy without notice in line with updated guidance from relevant UK authorities.