Refund policy

We want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below.

30-Day Return Window

You have 30 days after receiving your item to request a return. If more than 30 days have passed since your order was delivered, we are unable to accept the return.

Return Conditions

To be eligible for a return, your item must:

  • Be unused and in the same condition in which you received it.
  • Be returned in its original packaging, where applicable.
  • Include all parts, accessories, manuals, and other items originally supplied with the product.
  • Include proof of purchase or your order details.

Items that have been used, damaged after delivery, altered, or returned incomplete may not be eligible for a refund, except where you have rights under applicable consumer law.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us at support@primecards.shop as soon as possible with your order number and details of the issue.

Where the item is confirmed to be damaged, defective, or incorrect, PrimeCards will provide appropriate return instructions and cover reasonable return shipping costs where applicable.

Restocking Fee

We do not charge a restocking fee for eligible returned items.

Return Shipping Costs

  • Change of Mind: Customers are responsible for return shipping costs when returning an eligible item because they have changed their mind.
  • Damaged, Defective, or Incorrect Items: Where a return is required because an item is damaged, defective, or incorrect, PrimeCards will cover the applicable return shipping costs.

How to Request a Return

  1. Contact Us: Email support@primecards.shop within 30 days of receiving your order. Please include your order number and reason for the return.
  2. Return Instructions: We will review your request and provide return instructions if your return is eligible.
  3. Send Your Return: Package the product securely and follow the return instructions provided by our support team. We recommend using a tracked shipping service when you are responsible for return postage.
  4. Inspection: Once received, we will inspect the returned item and notify you regarding the outcome of your refund.

Return Address

Unless our support team provides different instructions for your specific return, returns should be sent to:

PrimeCards
54–66 Frederick Street
Edinburgh, Scotland
EH2 1LS
United Kingdom

Please contact us before sending a return so that we can provide the appropriate return instructions.

Refunds

If your return is approved after inspection, your refund will be issued to your original payment method.

  • Approved refunds are processed within 5 business days after we receive and inspect the returned item.
  • Your bank, card issuer, or payment provider may require additional time to make the refund visible in your account.

Contact Us

If you have questions about a return or refund, please contact us:

PrimeCards
BALFOUR + MANSON LLP (Trading as PrimeCards)
Company No. SO301386
Email: support@primecards.shop
Phone: +44 7446 371844
Business Address: 54–66 Frederick Street, Edinburgh, Scotland, EH2 1LS, United Kingdom
Support Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT)