Returns & Refund Policy
We want you to be happy with your order. If something isn't right, here's how our returns process works.
Return window: You can request a return or replacement within 7 days of receiving your order if the item arrives damaged, faulty, or incorrect.
How to start a return:
- Email us at sharjeel@primehorizonholdings.co.uk within 7 days of delivery, including your order number and photos of the issue.
- We'll confirm the next steps — replacement, repair, or refund.
- If a return is needed, we'll provide instructions for sending the item back.
Refunds: Approved refunds are issued to your original payment method within 5–10 working days of us receiving the returned item.
Non-returnable items: [insert any exclusions, e.g. hygiene products, personalised items — remove this line if none apply]
Your statutory rights: This policy is in addition to your rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, which are not affected.
Questions? Contact us at [insert email] before returning an item so we can help.