Cancellation Policy

Plans change, and that's fine. This page explains how to cancel an order with Primevio, the time limits that apply, and what happens once an order has moved past that point.

Cancellation window

You can ask to cancel your order within 24 hours of placing it, as long as it hasn't already gone into dispatch. Within that window, cancelling is usually straightforward and we can refund you in full without any complications.

Orders already being prepared

If your order has already moved into packing, we'll try to catch it before it leaves us, but once packing has started we can't promise a cancellation will still be possible. If we're not able to stop it in time, you're still fully covered by our Returns & Refunds Policy once the order arrives.

Orders already dispatched

Once an order has left us, it can't be cancelled — at that point it's already moving through the courier's network and delivery will go ahead as planned. If you decide you don't want the items after they arrive, you can return them within 14 days under our Returns & Refunds Policy; just get in touch first and we'll talk you through it.

Refunds for cancelled orders

Once a cancellation is confirmed, we refund whatever was paid to your original payment method — there's nothing extra you need to do. Refunds are typically issued within 7 days of the cancellation being confirmed, with a further 2–5 business days for the funds to show on your statement, depending on your bank.

How to request a cancellation

Contact us as soon as you can with your order number and let us know you'd like to cancel — the sooner we hear from you, the more likely we can stop the order before it's packed. Email: contact@primevio.shop  ·  Phone: +44 7878 937447.

Frequently asked questions

•     Can I cancel my order? — Yes, as long as it hasn't been dispatched yet — contact us as soon as possible and we'll do our best to stop it.

•     How long do I have to cancel? — Within 24 hours of placing your order, or before it's processed for dispatch — whichever happens first.

•     Can I cancel after it's shipped? — No — once dispatched, an order can't be cancelled, but you can return it after delivery under our Returns & Refunds Policy.

•     How will my refund be processed? — To your original payment method, within 7 days of the cancellation being confirmed, plus 2–5 business days for your bank to show it.

•     Who do I contact? — Email contact@primevio.shop or call +44 7878 937447 — include your order number so we can respond faster.

Need help?

Email: contact@primevio.shop  ·  Phone: +44 7878 937447  ·  Address: 6 Penrod Way, Morecambe, LA3 2UZ, United Kingdom.