Refund policy

Return and Refund Policy

Effective date: August 6, 2026

At Prime Worldwide, we want you to be satisfied with your purchase. This Return and Refund Policy explains how cancellations, returns, exchanges, and refunds are handled.

Order Cancellations

You may request to cancel your order by contacting us at support@primeworldwide.uk.

We will attempt to cancel any order that has not yet been processed or dispatched. Once an order has entered the fulfilment or shipping process, it may no longer be possible to cancel it, and you may need to wait until it is delivered before requesting a return.

14-Day Right to Cancel

You may notify us that you wish to cancel and return your purchase within 14 days of receiving your order, without providing a reason.

After notifying us, you must return the item within a further 14 days.

To begin a return, contact:

support@primeworldwide.uk

Please include your full name, order number, the item you wish to return, and the reason for the return. We will provide the return instructions and the authorised return address.

Items sent without prior authorisation may not be accepted.

Return Conditions

To qualify for a return, the item should be:

In its original condition;
Unworn, unused, and unwashed;
Free from stains, odours, damage, or alterations;
Returned with all original tags, packaging, and accessories;
Accompanied by proof of purchase or the order number.

Customers may inspect or try on clothing in the same way they reasonably would in a physical shop. We may reduce the refund if an item has been handled beyond what is necessary to inspect its nature, characteristics, and fit, resulting in loss of value.

Non-Returnable Items

The following products cannot normally be returned unless they are faulty, damaged, incorrectly supplied, or otherwise required by law:

Personalised or custom-made products;
Gift cards;
Items marked as final sale where legally permitted;
Underwear, swimwear, or hygiene-sensitive products where the protective seal has been removed;
Products damaged through misuse, improper care, normal wear, or unauthorised alteration.

Sale items remain covered by applicable consumer rights.

Return Shipping Costs

For returns resulting from a change of mind, incorrect size selection, or personal preference, the customer is responsible for the return shipping costs.

We recommend using a tracked shipping service and keeping proof of postage. Prime Worldwide is not responsible for returned parcels that are lost or damaged before reaching the authorised return location.

If the product is faulty, damaged on arrival, or different from what was ordered, Prime Worldwide will provide appropriate return instructions and cover reasonable return shipping costs where applicable.

Faulty, Damaged, or Incorrect Items

Please inspect your order after delivery and contact us promptly if an item is faulty, damaged, incomplete, or incorrect.

Send an email to support@primeworldwide.uk with:

Your order number;
A description of the issue;
Clear photographs or videos showing the product, packaging, and shipping label where relevant.

We will assess the issue and offer an appropriate solution, which may include a replacement, repair, partial refund, or full refund. This section does not limit your statutory consumer rights.

Exchanges

The fastest way to receive a different size, colour, or product is to return the original item and place a new order after the return has been approved.

Direct exchanges may be offered depending on stock availability.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods, or after you provide acceptable evidence that the goods have been sent back, where applicable.

Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

For eligible cancellations, the refund will include the original standard delivery charge. If you selected a more expensive delivery method, only the equivalent cost of standard delivery will be refunded.

Original delivery fees may not be refunded for partial returns or voluntary returns where the entire order is not cancelled.

Late or Missing Refunds

If you have received confirmation that a refund was issued but cannot see it in your account, please first check with your bank, card issuer, or payment provider.

If the refund still cannot be located, contact us at:

support@primeworldwide.uk

Include your order number and refund confirmation details.

Refused or Undeliverable Orders

If an order is refused, unclaimed, or returned because the customer provided an incomplete or incorrect delivery address, any reasonable return shipping or handling costs may be deducted from the refund, where legally permitted.