We want you to be delighted with your purchases.

We fully comply with the Consumer Contracts Regulations, which give consumers buying on-line the right to examine and test items at home as they would in a shop. Business customers do not have this right.

So, if you're not happy with anything you've bought, simply let us know in writing (email is fine) within 14 days of receiving the item, and after having received a returns number send the item back to us for a full refund including the standard cost of delivery (unfortunately, we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time). This doesn't apply to a part return or part cancellation of a multi-item order or bespoke or made-to-order items - see below.

As with returning items to a shop, it is your responsibility 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, for which we've provided cost estimates here.

"Made to order" or "bespoke" items will usually be described as such on the website. In addition, anything where you specify, for example a colour or size that is not described on the website is considered "made to order". Unfortunately, "made to order" or "bespoke" items cannot be cancelled or returned.

To begin with, first submit a cancellation request within 14 days from the day after your order arrived, prior to posting the item back to us. We will then give you the returns number which will confirm that we have been notified correctly. This number should be quoted on your returns slip or covering letter when you post the item back to us - as without this we cannot process your return.

Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving the returns number.When you return the goods to us we recommend you use a service that provides you with proof that the goods have been delivered back to us.

We may sometimes ask you to return an item directly to the manufacturer and we will advise you regarding this when you contact us for the returns number.

Please make sure that the goods arrive back with us undamaged within 14 days of you originally receiving the returns number.

Your refund will be processed within 14 days of the date on which we receive the items back into our warehouses. Refunds will be made to the same payment method used to place the original order.

If you 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 you handle the goods in any way which you wouldn't otherwise be able to in a shop, and the goods are devalued as a result, we retain the right to deduct an amount considered equal to the diminished value of the handled goods from your final refund amount. If the product 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 inspect the goods, but please don't damage or dispose of the packaging until you're sure you want to keep it.

Our returns address is:-

Cercis Ltd T/A Primrose Returns
Severn Distribution Centre
Burma Road
Sharpness
Berkeley
Gloucestershire
GL13 9UQ

Email:returns@primrose.co.uk

Very occasionally, and despite the considerable experience of our despatch team and carriers, items can become damaged in transit.

If you are asked to sign for the goods, please first inspect them to ensure that they have arrived undamaged. Once you have signed for the goods it may not be possible to later prove that the damage occurred 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.

All of our products have a one-year warranty unless otherwise specified. If you receive a faulty item, please contact our customer care team.

Faults are very rare, but if you consider an item to be faulty please call us immediately as 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 first. Faulty items will be repaired or replaced after the first 14 days from date of receiving your order. Within the first 14 days you also have the option to have the faulty product refunded. In the event of a part failing we may choose to replace the faulty part not the whole product. Please note that we are not responsible for any consequential loss or expenditure incurred as a result of any fault arising.

Once you place an order with Primrose, you will receive an order acknowledgment email stating the items you have ordered. This does not constitute acceptance of your order.

Acceptance is acknowledged when your order has been shipped from our warehouse or suppliers.

Non-acceptance of your order may be due to: being unable to authorise your payment, the product being unavailable, a product pricing or description error.