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RETURNS, REFUNDS & EXCHANGES

Cancellation Rights

We hope you love your new purchase, however, if for any reason you are not satisfied, we will be happy to accept a return from you according to the following policy. You may return an item in its original condition and packaging within 30 days of receipt for an internet credit note, refund, or item exchange subject to our discretion. After 30 days we will no longer accept returned items, except if they are purchased during the extended Christmas returns window.

30-Day Returns for UK Purchases

We offer a 30-day returns policy on all items purchased in the UK. To qualify for this, please initiate a return within 30 days of receiving your product by visiting our own dedicated returns page on the Royal Mail Tracked returns as below. This is at a cost of £4.95 which will be deducted from your refund.

https://www.royalmail.com/track-my-return#/details/5736

This policy is only valid for returned goods within the UK and the item(s) must be unused and in the same condition in which they were received. Personalised products, sale and outlet are not included within this offer.

Alternatively, you are welcome to return your order at your own cost, however, we cannot reimburse this cost and proof of posting must be obtained if the item was not received by us

International Returns

If you wish to return an item from outside the UK, please contact us within 30 days of receipt of your order and we can organise a return for you via Fedex at a cost of £25.

Please email us at [email protected] to initiate an international return.

Returns Do’s and Don’ts

Please note that we can only accept returns for purchases made through the official www.primehideleather.co.uk website.

We recommend that all returns are securely packaged, and proof of posting is obtained as we cannot accept responsibility for any lost or damaged parcels.

Where goods are returned in a damaged, worn, or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.

Returns should be sent to: RETURNS DEPARTMENT, PRIMEHIDE, WILLOWTREE MARINA WEST QUAY DRIVE YEADING, HAYES MIDDLESEX UB4 9TA UK.

Damaged Goods / An item is different from what was expected

If you should receive an item that is not in perfect condition or was damaged in shipping or an item is different from what you expected, please immediately notify us by emailing [email protected]

We offer a 14-day free returns policy on items that are different from what you expected in the UK. To qualify for this, please initiate a return within 14 days of receiving your product by visiting our own dedicated returns page on the Royal Mail Tracked returns as below:

https://www.royalmail.com/track-my-return#/details/5736

If a product develops a fault within 12 months of purchase, we will offer a repair where possible or a replacement at our discretion. Please note that this does not cover general wear and tear and where an item can easily be repaired, this will be our first course of action. Outside this timeframe we are unable to offer a replacement.

Firelog Ltd reserves the right to amend this returns policy without notice under advice from Government appointed organisations.