Refund policy

Last updated: 15 July 2026

We want you to be happy with every piece you buy from Primevio. If something isn't quite right, you can send it back within 14 days at no cost to you. Once we've approved your return request, we email you a prepaid return shipping label and simple instructions — this page sets out exactly what's covered, how to start a return or exchange, and when to expect your money back.

Overview at a glance

Returns accepted	Return window	Return method	Return label	Return cost	Restocking fee	Refund processing
New, unused items & exchanges	14 days	By post	Emailed after approval	Free	None	Within 7 days

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 — this policy sits alongside those rights, not instead of them.

Eligibility

To be eligible for a return, an item must be new, unused, and still in the condition and packaging it arrived in. This applies whether you're requesting a refund or an exchange.

• Return window: 14 days from the date of delivery.

• Condition required: unused, undamaged, and in original packaging with any tags or inserts included.

• Proof of purchase: your order number or order confirmation email.

• For hygiene and safety reasons, and because many of our pieces are hand-finished, we're unable to accept returns on items that show signs of use, or on any made-to-order or personalised stoneware — unless the item arrives faulty.

How to return an item by post

1. Email us at contact@primevio.shop with your order number and a short note on why you'd like to return or exchange the item.

2. Once we approve the request, we'll email you a prepaid return shipping label together with step-by-step instructions — you won't need to pay for anything or arrange your own courier.

3. Repack the item securely, ideally in its original packaging, attach the label we sent you, and drop the parcel off at your nearest carrier point.

4. As soon as we receive and inspect the returned item, we'll process your refund or send your exchange.

Return shipping cost

Returning an item to Primevio is always free. Once your request is approved, the prepaid label we email you covers the full cost of getting it back to us — this applies equally to straightforward returns, exchanges, and faulty or incorrect items. There is no restocking fee of any kind: the full price you paid is refunded once we've received and checked the item.

Exchanges

If you'd rather swap an item than get a refund, exchanges are available on new, unused pieces within the same 14-day window. Just let us know at contact@primevio.shop which item you'd like instead, and once approved, we'll email you the same prepaid return label to send the original back.

Refund process

Step	Typical timing
Returned item received and inspected	1–2 business days
Refund issued to your original payment method	Within 7 days
Funds appear on your bank or card statement	A further 2–5 business days, depending on your bank

Refunds are always returned to the original payment method used at checkout — we don't offer store credit as a substitute unless you specifically ask for it.

Inspection

Every returned item is checked when it arrives back with us. If a return doesn't meet the conditions above — for example, it shows signs of use we weren't told about — we'll always explain the issue by email before deciding whether to offer a partial refund or send the item back to you.

Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, contact us within 14 days of delivery at contact@primevio.shop with a couple of photos of the item and its packaging. Once we've confirmed the issue, we'll email you a prepaid return label and arrange a replacement, exchange, or full refund — you won't be out of pocket for postage either way.

Your consumer rights

As a UK consumer, you have statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including the right to cancel most online orders within 14 days of receiving them without giving a reason. This policy is designed to work alongside those rights, never to reduce them.

Frequently asked questions

• Who pays for return shipping? — You don't. Once your return is approved, we email a prepaid label so sending an item back costs you nothing.

• Is there a restocking fee? — No — none, on any return.

• How do I request a return? — Email contact@primevio.shop with your order number and a short reason; we'll send the prepaid label once it's approved.

• How long does a refund take? — We process refunds within 7 days of receiving your return; your bank may then take a further 2–5 business days to show the funds.

• Can I exchange instead of returning? — Yes, on new, unused items within the 14-day window — just tell us which item you'd like instead.

• What if my order arrives damaged? — Email us within 14 days with photos; once approved we'll send a prepaid label and arrange a replacement or full refund.