REFUNDS AND RETURNS POLICY
Effective date: 22/03/2026
This policy applies to all purchases made through primroseathome.co.uk and delivered within the United Kingdom.
Statutory right to cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods.
The cancellation period starts the day after delivery.
You may exercise your right to cancel by informing us or by returning the item within this period.
You may inspect the item as you would in a shop. If the item has been handled beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value.
For our products:
Items may be opened and visually inspected only.
Candles must not be burned, lit, or used. Burning the candle constitutes use. Items returned with any sign of burning or use are not eligible for a refund.
Packaging, boxes, and inserts form part of the product and should be returned intact
This product-specific condition overrides the general right to a reduced refund where applicable.
Returns following cancellation
If you cancel within the statutory period:
The item must be returned within 14 days of cancellation
Return shipping costs are your responsibility
Standard delivery charges are refunded; any upgrade to express or premium delivery is not refundable
You are responsible for the item until it is received by us
We recommend tracked and insured return shipping
Please keep a proof of sending the parcel back to us.
Please include your order number inside the parcel so we can identify and process your return.
All returns are inspected upon receipt.
If the item shows signs of use, burning, or damage, the return will not be eligible for a refund.
Refund processing
Approved refunds are issued to the original payment method
Refunds are processed within 14 days of receiving the returned goods or receiving proof that they have been sent back, whichever occurs first.
We may withhold a refund until the returned goods are received or proof of return is provided
Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or incorrect, please contact us at returns@primroseathome.co.uk as soon as possible after delivery.
You have the right to report faulty goods within 30 days of delivery for a full refund.
Please include:
Your order number
A brief description of the issue
Clear photographs of the item
Photographs of the packaging and shipping box where relevant
Items must not be disposed of before assessment.
Resolution
If your claim is approved, we will offer a full refund.
Return shipping costs will be covered by us for approved faulty, damaged, or incorrect items. We will provide return instructions.
Approved refunds will be processed within 14 days and in line with applicable legal requirements.
Important conditions
Items must not be used or altered
Candles must not be burned or lit
Items must not be disposed of before assessment
Claims must relate to a genuine fault or delivery issue
Claims will not be accepted where:
The item shows signs of use or burning
The issue is caused by misuse or handling after delivery
The product has been altered
Insufficient evidence is provided
Normal wear and tear or damage caused after delivery is not considered a fault.
Non-returnable items
The following items are not eligible for return unless faulty:
Used or burned candles
Items damaged through misuse or improper care
Items returned outside the stated timeframes
Exchanges
Exchanges are not offered.
Approved returns must follow this policy
New orders must be placed separately
Abuse and fraud prevention
Return activity is monitored to prevent misuse.
Excessive or suspicious returns may be flagged
Future orders may be refused where misuse is identified
Fraudulent claims may result in refusal of refund
Items not eligible for return
If an item is returned to us without prior contact or does not meet our return conditions, we will assess the item upon receipt.
If the return is not eligible for a refund:
We will contact you using the email address provided with your order
Redelivery will be arranged in line with your instructions once the return shipping cost has been paid
If we do not receive a response within 14 days of contacting you, we reserve the right to dispose of the item.
The returned item must correspond to the goods supplied. If the returned item is incorrect, incomplete, or does not match the original order, the return will not be accepted and no refund will be issued.
Returns address and process
Email: returns@primroseathome.co.uk
Returns must not be sent to our registered office address.
The customer is responsible for the return of the item, including any loss or damage in transit.
We recommend using a tracked and insured service. Proof of return must include valid and verifiable evidence of dispatch and must clearly relate to the returned goods.
For non-statutory returns only, items sent without prior contact or to an incorrect address will not be processed.
Please select one of the options below to view the relevant return instructions:
Report an issue with your order
Return an item within 14 days of delivery