Submit and process your refund - Faulty, Damaged or Incorrect items
If your item arrives damaged, faulty, or incorrect, please contact us so we can resolve the issue.
Contact email address: returns@primroseathome.co.uk
Report an issue with your order
When to contact us
You have the right to report faulty goods within 30 days of delivery for a full refund.
Include:
Your order number
A brief description of the issue
Clear photographs of the item
Photographs of the packaging and shipping box if relevant
Send this to: returns@primroseathome.co.uk
Assessment
Each request is reviewed individually.
We will confirm whether the item is:
Faulty
Damaged in transit
Incorrect
We may request additional information before making a decision.
Resolution
If your claim is approved, we will offer a full refund.
Return shipping costs will be covered by us for approved claims. We will provide return instructions.
Approved refunds will be processed within 14 days of confirmation.
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 may be refused if:
The item shows signs of use
The issue is caused by misuse or handling after delivery
The product has been altered
Insufficient evidence is provided
Your statutory rights
This process applies to faulty, damaged, or incorrect items.
Your statutory right to cancel within 14 days of delivery is separate and is outlined on our returns page.
Please go to our 14-days statutory right to cancel page here