Refund policy

Delivery & Returns

Delivery Information

At PrimaRG, we are committed to delivering your order as quickly and safely as possible. Every order is carefully prepared before dispatch to ensure your products arrive in excellent condition.

Delivery times may vary depending on product availability and the destination. Some products are shipped directly from our suppliers, which may require additional processing time. If this applies to your order, we will keep you informed throughout the process.

Returns & Refunds

If you change your mind, please contact us within 14 days of placing your order.

If your order has already been dispatched:

  • You are still entitled to return your order.
  • Return shipping costs are the responsibility of the customer.
  • Items must be unused and returned in the same condition in which they were received.
  • Proof of purchase is required.

Once your returned items have been received and inspected, we will notify you by email regarding the next steps.

Please contact us before returning any item. This allows us to assist you, answer any questions and provide the correct return address.

Damaged or Incorrect Orders

If your order arrives damaged, defective or incorrect, please contact us as soon as possible by email.

Our team will work with you to find the most suitable solution, whether that is a replacement, exchange or refund.

Bespoke & Custom-Made Items

If an item has been specially designed or manufactured specifically for you, the standard return policy does not apply.

However, if you experience any issues with a bespoke product, please contact us. We will always do our best to find a fair solution.

Return Conditions

Our return policy is valid for 14 days from the date of purchase.

Unfortunately, if more than 14 days have passed, we are unable to offer a refund or exchange.

To qualify for a return, your item must:

  • Be unused.
  • Be in its original condition.
  • Be returned in the original packaging.
  • Include proof of purchase.

Please do not send returned items directly to the manufacturer.

Non-Returnable Items

For hygiene reasons, the following products cannot be returned or exchanged, even if they have not been worn:

  • Under Leotards
  • Underwear
  • Half Shoes
  • Hair Accessories

Partial Refunds

In certain situations, only a partial refund may be granted.

Examples include:

  • Items returned in a condition different from the original.
  • Products with missing parts not caused by our error.
  • Items returned more than 14 days after delivery.

Refunds

After we receive and inspect your returned item, we will send you an email confirming whether your refund has been approved.

If approved, the refund will be processed automatically and credited to your original payment method within the processing time of your bank or payment provider.

Late or Missing Refunds

If you have not yet received your refund:

  1. Check your bank account again.
  2. Contact your credit card provider.
  3. Contact your bank, as refunds often require additional processing time.

If you have completed all of these steps and still have not received your refund, please contact us at:

info@primarg.uk

Sale Items

Only regular-priced items are eligible for a refund.

Unfortunately, sale items cannot be refunded.

Exchanges

We replace items only if they are defective or damaged.

If you would like to exchange an item for the same product, please contact us first:

Email: info@primarg.uk

Return address:

32 Norwich Drive
Brighton BN2 4LB
United Kingdom

Gifts

If your order was purchased as a gift and shipped directly to you, you will receive a gift credit once the returned item has been received.

If the item was not marked as a gift at the time of purchase, any refund will be issued to the original purchaser.

Return Shipping

Please send returned products to:

PrimaRG
32 Norwich Drive
Brighton BN2 4LB
United Kingdom

Please note:

  • Customers are responsible for return shipping costs.
  • Shipping charges are non-refundable.
  • If a refund is approved, return shipping costs may be deducted from the refund where applicable.
  • Delivery times for exchanged products may vary depending on your location.
  • For items valued over £75, we recommend using a tracked delivery service or purchasing shipping insurance, as we cannot guarantee receipt of returned parcels.

Need Help?

If you have any questions regarding delivery, returns or refunds, our team will be happy to assist you.

Email: info@primarg.uk

Address:
32 Norwich Drive
Brighton BN2 4LB
United Kingdom