Our Returns Policy

At Primrose Homeware we endeavor to offer the highest quality products at the best prices with the best after-care service. We genuinely appreciate your sale, we are just as big a buyer as we are a seller so we understand the frustrations of trying to return items - we have tried to refine our returns process as best we can over the years. Any issues you may have we encourage you to email or call us with the details and then leave it with us. We will try to handle the whole process as painlessly as possible for you.  

In the event of an issue with any products on our site we have a 10am - 4pm, Mon-Fri Support Team able to take your emails and phone calls. 

To review your Rights (click here)

 

How long do I have to cancel?

  • Goods: 14 calendar days from the day after you receive all goods in an order. Once you've cancelled an order you then have a further 14 days to send the goods back.
  • You may cancel an order any time prior to fulfilment (in cases of 'made to order')  or shipment (typically within 12-24 hours of placing an order)

  

How do I get a refund?

Once you have returned the goods we will pay back any cash within 7 days of receiving the goods. This will be returned to the same account that you originally paid from whether that is a Bank Account or PayPal. 

You will be refunded your original delivery charge once the refund has been processed. 

What’s the procedure for a return or exchange?

If you have any issues with your product simply email or call us and we'll happily run you through what needs to be done to get your refund. As we work with lots of individual brands the returns process is different for each item so drop us a quick email and we'll sort it out for you.

 

Do I need to use your packaging or can I use my own?

We Encourage you to keep the item in its original packaging unless it would be unreasonable for you to do so. A few of our brands can deduct from the refund amount if the original packaging is ruined/absent - they are legally supported in their right to do this. Again this is unique to each brand we list so try to keep all the original packaging.
We strongly advise you photograph the product and the packaging before sending anything back - this avoids being involved in a dispute with the courier regarding damage in transit. 
 

Do you arrange Collections?

In the instance that you have changed your mind or have a faulty product our standard policy is that we will send you out the return shipping labels (where appropriate), usually we then request you take the order with the label attached to your local post office. In certain instances we will arrange a collection for you however this is only the case for certain brands and we do request that you contact us directly if you are concerned about this for your order. 

Do I need to include the order slip?

This is helpful but not always an essential. We advise you to include it but also take a picture of the slip for personal reference. 

 

Is there a limited time in which a return or exchange can be completed?

 Yes, as mentioned we work with lots of individual suppliers so the specific terms do vary, however we are required by "distance selling laws" to offer a minimum 14 day return assuming the product remains in the original packaging and is undamaged. So you are completely within your rights to return any product within 14 days of delivery in its original packaging and state. 

However do note that 'distance selling' laws do not apply to products under £42. However, we will endeavor to arrange a full refund if it is possible. Please contact us directly if you are in this boat. 

 

The item is Faulty and within its Guarantee, what do I do?

 In the case of the product being protected by a manufacturer guarantee (this will be clearly stated on the product page) simply send us an email with pictures attached and a thorough explanation of the fault and we will handle the issue personally with the manufacturer. If your issue is accepted we will then ask you to return the product (we can not cover the charges you incur during postage) and your full refund (including the original delivery charge) will be processed. 

 

The item is Faulty and no longer within its Guarantee, what do I do?

Unfortunately we cannot promise anything when this situation rarely arises. Again though we encourage you to get in contact with us include all the details of the issue including pictures in an email and we will try our best to arrange something with our manufacturers. However we must reiterate in this situation our suppliers are not legally obligated to offer anything. 

 

Variations in Woods, Metals & Fabrics?

The majority of our products are hand-crafted individually. Further, most of our products are hand-made from solid wood or textured metal, hence variation in size, colour, finish, texture, natural grain pattern, knots, movement of timber, etc are an integral part of the way products are naturally made and promoted. We strongly recommend that you have made yourself fully aware about the nature of our offered hand-made solid wood and textured metal products to avoid any disenchantment at a later stage. We regret we will not treat any of the above variations as defects, as these are natural occurrences.

The below attributes are considered as part and parcel of our Handmade products. This is not an exhaustive list.

Different shades of wood or finish.
Slight design difference from picture – example the carving is not exactly the same as the published picture.
Small filler marks – as long as the extent of filler does not cover a high percentage of the piece.
Dimension differences – within acceptable levels. This applies to positioning of shelf or product height etc and not just overall dimensions.
Two pieces not being exactly the same – we already state that if a customer wants to ensure exactly matching pieces they must order ‘bespoke’ products
Fabric orientation – where the pictures on fabrics are not in exactly the same locations as on the photographs
Fabric colour different to picture – down to the difficulty in colour rendition of various computers
Gap around the drawers and doors to give room for change in temperature.
In Painted and screen printed items, a minor off-touch as the entire process is manually done and is not machine generated and variations do happen due to wood surface or otherwise.

 

 Primrose Homeware reserve the right to Cancel an Order before Delivery at any time. Your order will be cancelled and your money fully returned as soon as possible. 

*Unfortunately we do not generally cover the costs you incur in returning the items unless the item is defective in which case all costs will be covered for you - we used to offer blanket free returns however this system was repeatedly abused so we have had to stop offering this. We advise you to contact us if you have any specific queries regarding an order you have or are planning to make and we will provide more specifics. 

Contact Us: support@primrosehomeware.co.uk

Our Returns Policy

At Primrose Homeware we endeavor to offer the highest quality products at the best prices with the best after-care service. We genuinely appreciate your sale, we are just as big a buyer as we are a seller so we understand the frustrations of trying to return items - we have tried to refine our returns process as best we can over the years. Any issues you may have we encourage you to email or call us with the details and then leave it with us. We will try to handle the whole process as painlessly as possible for you.  

In the event of an issue with any products on our site we have a 10am - 4pm, Mon-Fri Support Team able to take your emails and phone calls. 

To review your Rights (click here)

 

How long do I have to cancel?

  • Goods: 14 calendar days from the day after you receive all goods in an order. Once you've cancelled an order you then have a further 14 days to send the goods back.
  • You may cancel an order any time prior to fulfilment (in cases of 'made to order')  or shipment (typically within 12-24 hours of placing an order)

  

How do I get a refund?

Once you have returned the goods we will pay back any cash within 7 days of receiving the goods. This will be returned to the same account that you originally paid from whether that is a Bank Account or PayPal. 

You will be refunded your original delivery charge once the refund has been processed. 

What’s the procedure for a return or exchange?

If you have any issues with your product simply email or call us and we'll happily run you through what needs to be done to get your refund. As we work with lots of individual brands the returns process is different for each item so drop us a quick email and we'll sort it out for you.

 

Do I need to use your packaging or can I use my own?

We Encourage you to keep the item in its original packaging unless it would be unreasonable for you to do so. A few of our brands can deduct from the refund amount if the original packaging is ruined/absent - they are legally supported in their right to do this. Again this is unique to each brand we list so try to keep all the original packaging.
We strongly advise you photograph the product and the packaging before sending anything back - this avoids being involved in a dispute with the courier regarding damage in transit. 
 

Do you arrange Collections?

In the instance that you have changed your mind or have a faulty product our standard policy is that we will send you out the return shipping labels (where appropriate), usually we then request you take the order with the label attached to your local post office. In certain instances we will arrange a collection for you however this is only the case for certain brands and we do request that you contact us directly if you are concerned about this for your order. 

Do I need to include the order slip?

This is helpful but not always an essential. We advise you to include it but also take a picture of the slip for personal reference. 

 

Is there a limited time in which a return or exchange can be completed?

 Yes, as mentioned we work with lots of individual suppliers so the specific terms do vary, however we are required by "distance selling laws" to offer a minimum 14 day return assuming the product remains in the original packaging and is undamaged. So you are completely within your rights to return any product within 14 days of delivery in its original packaging and state. 

However do note that 'distance selling' laws do not apply to products under £42. However, we will endeavor to arrange a full refund if it is possible. Please contact us directly if you are in this boat. 

 

The item is Faulty and within its Guarantee, what do I do?

 In the case of the product being protected by a manufacturer guarantee (this will be clearly stated on the product page) simply send us an email with pictures attached and a thorough explanation of the fault and we will handle the issue personally with the manufacturer. If your issue is accepted we will then ask you to return the product (we can not cover the charges you incur during postage) and your full refund (including the original delivery charge) will be processed. 

 

The item is Faulty and no longer within its Guarantee, what do I do?

Unfortunately we cannot promise anything when this situation rarely arises. Again though we encourage you to get in contact with us include all the details of the issue including pictures in an email and we will try our best to arrange something with our manufacturers. However we must reiterate in this situation our suppliers are not legally obligated to offer anything. 

 

Variations in Woods, Metals & Fabrics?

The majority of our products are hand-crafted individually. Further, most of our products are hand-made from solid wood or textured metal, hence variation in size, colour, finish, texture, natural grain pattern, knots, movement of timber, etc are an integral part of the way products are naturally made and promoted. We strongly recommend that you have made yourself fully aware about the nature of our offered hand-made solid wood and textured metal products to avoid any disenchantment at a later stage. We regret we will not treat any of the above variations as defects, as these are natural occurrences.

The below attributes are considered as part and parcel of our Handmade products. This is not an exhaustive list.

Different shades of wood or finish.
Slight design difference from picture – example the carving is not exactly the same as the published picture.
Small filler marks – as long as the extent of filler does not cover a high percentage of the piece.
Dimension differences – within acceptable levels. This applies to positioning of shelf or product height etc and not just overall dimensions.
Two pieces not being exactly the same – we already state that if a customer wants to ensure exactly matching pieces they must order ‘bespoke’ products
Fabric orientation – where the pictures on fabrics are not in exactly the same locations as on the photographs
Fabric colour different to picture – down to the difficulty in colour rendition of various computers
Gap around the drawers and doors to give room for change in temperature.
In Painted and screen printed items, a minor off-touch as the entire process is manually done and is not machine generated and variations do happen due to wood surface or otherwise.

 

 Primrose Homeware reserve the right to Cancel an Order before Delivery at any time. Your order will be cancelled and your money fully returned as soon as possible. 

*Unfortunately we do not generally cover the costs you incur in returning the items unless the item is defective in which case all costs will be covered for you - we used to offer blanket free returns however this system was repeatedly abused so we have had to stop offering this. We advise you to contact us if you have any specific queries regarding an order you have or are planning to make and we will provide more specifics. 

Contact Us: support@primrosehomeware.co.uk