Money Back Guarantee

Returning an item that is not faulty

30 Day Money Back Guarantee

We hope that you won’t need to return anything to PrimeDIY, but if you do, we aim to make the process quick, easy and efficient, so you can exchange or refund your purchase with confidence.
Here’s some helpful points to make your returns / exchange a smooth process, please note your statutory rights are not affected by this guidance:

  • Take your unwanted item unused to your nearest PrimeDIY branch
  • Bring your receipt, invoice or order reference number
  • Our staff in branch will check the items and confirm they were purchased in the last 30 days
  • An exchange can then be made or a refund issued against the original method of payment

Some items are excluded from our returns policy or are not suitable to return to store. This includes PPE masks and respirators, gloves and ear protection at this time.

Alternatively you can contact our customer service team for advice: Contact Us

We are also able to accept returns by post to our warehouse, but unfortunately we are not able to arrange or pay for postage, and this would be at your own expense. The address to return to is:PrimeDIY ,44 Lincoln street oldham OL9 7RN Oldham, UK. Original packaging and order number must be included. Our terms exclude the collection of unwanted goods.

Items delivered direct from the supplier

Unwanted items delivered direct from our suppliers can also be returned within 30 days of delivery. However, these items cannot be returned through a branch. You would need to return these items direct to the supplier, unused and in their original packaging, at your expense. You can arrange for the items to be collected, for a fixed fee of £9, by contacting our Customer Services team. The fee will be taken off your refund.

You will receive your refund within 14 days of your return being collected. Please note, you cannot return bespoke or made-to-measure items unless they are faulty.

All refunds will be made using the method of payment you used. If an item delivered direct from a supplier was paid for in cash, refunds will need to be made in branch once the supplier has collected and processed your returned item. Our Customer Service team will tell you as soon as we can provide a refund in branch.

Returning a faulty item

If an item is faulty and was purchased less than 30 days ago, please return to branch with the item and follow the returns process details above for an exchange or refund.

If this 30-day period has passed, we will offer a repair or replacement provided that you report the fault within 12 months of purchase. If we are unable to repair or replace the item(s) we will provide you with a refund. After 12 months, your statutory rights as a consumer will continue to apply. For more information regarding your rights visit the Which? Consumer Rights website.

Please note for faulty goods reported after 6 months you must be able to show that the fault was present when delivered to you.

If you are unable to return to any of our UK stores please Contact Us.

You may also return faulty items by post to our Warehouse. The address is PrimeDIY ,44 Lincoln street oldham OL9 7RN Oldham, UK. Original packaging, all accessories and order number must be included. Postage charges will be refunded once the fault has been accepted.

Items delivered direct from the supplier

As these items are delivered direct from our supplier, we are unfortunately unable to accept returns back to branch. These items will need to be returned directly to the supplier that delivered them. You can arrange for the items to be collected by contacting our Customer Services team. We may ask for photographs of the item prior to collection, so that we can better understand the product fault.

You will receive your refund within 14 days of your return being collected. Please note, there is no charge for faulty items being collected, and you cannot return bespoke or made-to-measure items unless they are faulty.

All refunds will be made using the method of payment you used. If an item delivered direct from a supplier was paid for in cash, refunds will need to be made in branch once the supplier has collected and processed your returned item. Our Customer Service team will tell you as soon as we can provide a refund in branch.