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Returns


We want you to be delighted with your purchases.

We fully comply with the Distance Selling Regulations, which give consumers buying by mail-order the right to examine and test items at home as they would in a shop.

So, if you're not happy with anything you've bought, simply let us know in writing within 7 working days and, after having received a returns number, send the item back to us.

(This doesn't apply to bespoke or made-to-order items - see below). We'll give you a complete refund including any standard cost of delivering the items to you.

(Unfortunately, we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time.) It is your responsibilty to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service.

How do I notify you?

In writing within 7 working days. Email to returns@primrose-awnings.co.uk is fine, and the 7 working days start on the day after your order arrives. We will give you a returns number which will help you confirm that we have been notified correctly. Please put the returns number in your covering letter - this will speed up the returns process. We may sometimes ask you to return an item direct to the manufacturer, and we will advise you regarding this when you call us for the returns number.

If you do think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop. If the original packaging is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don't open the packaging. Otherwise, don't hesitate to open the packaging to inspect the goods, but please don't dispose of the packaging until you're sure you want to keep it.

Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving them. If you return the goods by Royal Mail we recommend you use a service that provides you with proof that the goods have been delivered back to us.



The address to which goods should be returned is:-
Primrose
44 Portman Road
Reading
RG30 1EA


Email: returns@primrose.co.uk

Damaged items

Very occasionally, and despite the considerable experience of our despatch team and couriers, items can become damaged in transit.
Before you sign for the goods, please inspect them to ensure that they have arrived undamaged. We pack our goods extremely carefully and damages are rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before before they came into your possession. If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages. Damages correctly notified will be replaced free of charge. However if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense (see Returns).

Faults and warranties

All our products have at least a one year manufacturer's warranty (except in certain circumstances for bulbs and heating elements). Faults are very rare, but if you consider an item to be faulty please call us immediately. We may be able to help solve the problem over the phone. If the item needs to be returned for inspection, please check with us how the item should be returned. Faulty items will be repaired or replaced.

In the unlikely event that a product develops a fault once you have received it, we will at our discretion either repair it, replace the faulty part or offer a refund but we are not responsible for any consequential loss or expenditure incurred as a result of any fault arising.

'Bespoke' or 'Made to order' items.
Unfortunately, items made to order or 'bespoke' cannot be cancelled or returned. Made to order or bespoke items will usually be described as such on the website, however anything where you are specifying for example a colour or size that is not described on the website is made to order.

Delays

Occasionally, time delays on 'Made to Order' items may occur:

we will do our best to get bespoke orders completed and delivered within the estimated timescale. However, problems do occasionally arise that cause delays in the manufacture and delivery of 'made to order' items. Because we still have to pay the manufacturers regardless, we cannot accept that 'time is of the essence' in 'made to order' or 'bespoke' situations - this means that you don't have the automatic right to cancel such an order just because it's late. In some circumstances, it may be possible for us to cancel the order with the manufacturer due to time delay. However, once the manufacture has commenced, we wont be able to cancel. Please understand that it is your responsibility to contact us to enquire if it is possible to cancel an order. If there has been a time delay, please don't leave it until its too late to express your concerns!

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