Refund policy

Refunds & Returns

Last updated: 9 June 2026

We want you to be completely happy with your purchase. This policy explains how returns, refunds, and exchanges work, in line with UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Change of mind — 30-day free returns

You have 30 days from the day you receive your order to request a return for any reason. The item must be unworn, in original condition with tags attached, and in original packaging.

We pay return shipping — we will email you a prepaid Royal Mail return label.

2. Faulty or defective items

Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if a product is faulty within 12 months of purchase. Contact us at support@primerman-wear.com with photos of the defect — we cover return shipping and process within 5 working days of receipt.

3. Damaged in transit

If your order arrives damaged, contact us within 48 hours of delivery with photos of the packaging and product. We will arrange a free replacement or full refund.

4. Wrong item received

If we sent the wrong item, contact us within 14 days and we will arrange a free return + send the correct item.

5. Missing items from order

Multi-item orders may ship in separate parcels. If anything is still missing 5 working days after the first parcel arrives, contact us — we will investigate with the courier and send the missing item or refund.

6. Order never arrived

If your tracking shows "delivered" but you did not receive the parcel, or there has been no tracking update for 10 working days, contact us. We will open an investigation with Royal Mail (up to 5 working days) and arrange a replacement or full refund.

7. Cancel before dispatch

You can cancel any order before it is dispatched at no cost. Email support@primerman-wear.com with your order number — we will refund within 1 business day.

8. Exchange for size

To exchange for a different size, follow the same return process — we will dispatch the new size as soon as we receive the original.

How to start a return

Email support@primerman-wear.com with your order number and reason.
We send a prepaid Royal Mail return label by email within 1 business day.
Pack the item, attach the label, drop off at any Royal Mail Post Office.
Once received, we process the refund within 5 to 10 business days to your original payment method.

Refund method and timing

Refunds are issued to your original payment method (card, PayPal, Apple Pay, etc.) within 5 to 10 business days of us receiving the returned item. Bank processing times may add a further 1-3 working days.