Return & Exchange Policy
Return & Exchange Policy
General Return & Exchange Policy — We offer a 30-day return and exchange window from delivery for eligible standard products. This voluntary policy is additional to your statutory rights.
Return & Exchange Eligibility
- For our voluntary 30-day policy, items should be unused, unwashed and unaltered, with their tags and original packaging where available.
- You may inspect and try on standard goods as you reasonably would in a shop. Statutory cancellation rights are not conditional on unopened packaging or untouched tags.
- Making a standard-size item after receiving an order does not, by itself, make it personalised.
Statutory cancellation of standard goods
For eligible online purchases, UK consumers normally have 14 days after receiving the goods to tell us they wish to cancel, followed by another 14 days to return them. You do not need to give a reason. A lawful deduction may apply if handling beyond what is necessary reduces the value of the goods.
Processing Time & Refund Method
We normally inspect returns within 72 hours and process eligible refunds within 7 business days, using the original payment method. For a statutory cancellation, we refund within the applicable legal deadline, generally 14 days after receiving the goods or evidence of return, whichever is earlier. Where required, this includes the least expensive standard delivery charge. Your payment provider may take up to 10 working days to display the credit. Exchanges follow the published production and delivery estimates.
How to Initiate a Return — contact us or email support@primepromogear.com with your order number and the items concerned. We will provide return instructions and the correct address. The registered office is not a returns address.
Free Returns and Alterations
We offer free returns for eligible items. Contact us to arrange the return before posting it. For custom jackets, we offer the first alteration free of charge. Send us the fit details so we can agree the adjustment and return arrangements. Any further chargeable work will be explained and agreed before it proceeds.
Made-to-Measure and Bespoke Orders
The statutory change-of-mind cancellation right normally does not apply to goods made to your individual measurements or personal specifications. This does not remove your rights if goods are faulty, misdescribed or do not match the agreed specification. We review your measurements and share finished-product images for approval before dispatch. Check your measurements, design and requested changes carefully.
Incorrect, Damaged or Faulty Items
Please contact us promptly with your order number and a description of the problem. Photographs can help, but a two-day reporting limit does not remove your legal rights. We will arrange the appropriate remedy and reasonable return costs as required by law.
Changes and Cancellations
Contact us as soon as you want to change or cancel an order. We will check its production or dispatch status. Dispatch, customs clearance or an urgent delivery request does not automatically remove cancellation rights for eligible standard goods. Changes to genuine personalised orders depend on the specification and work already completed, without limiting rights where we fail to supply as agreed.
Gift Cards and Promotions
Gift-card and promotional conditions are shown with the relevant offer. Any exclusion from a voluntary return offer does not override mandatory consumer rights. Please contact us about an unused gift card or an order that included a complimentary item.
Order and Price Information
We may update prices for future orders. If an error affects your order, we will contact you to explain it and agree the next step; we will not increase an agreed charge without your consent. For the full purchase terms, see our Terms & Conditions.