Refund policy

Last updated: August 2026

At PrimeNest, customer satisfaction is our priority. This policy explains your legal rights to cancel an order and return goods, your rights if an item is faulty or incorrect, and the additional, voluntary returns policy we offer. It applies to all orders placed by consumers through our online shop at primenestuk.myshopify.com.

This policy reflects the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights. Where any part of this policy appears to give you fewer rights than the law provides, the law takes precedence.

1. Who We Are and How to Contact Us

The seller of goods sold through our online shop is:

  • Trader: PrimeNest
  • Address: 23 Rue René Descartes, 67000 Strasbourg, France
  • Email: barankesen579@gmail.com
  • Telephone: 0584643908
  • Website: primenestuk.myshopify.com

Please note that our telephone number is a French number, so international call charges may apply when calling from the United Kingdom. Your network provider can confirm the cost. For a written record, we recommend that you contact us by email.

2. Summary of Your Options

  • Statutory right to cancel (14 days): You may cancel your order for any reason within 14 days of the day after you receive your goods. This is a legal right.
  • Voluntary extended returns (30 days): As a goodwill gesture, we also accept returns of unused items requested within 30 days of delivery, subject to the conditions in Section 5. This is a contractual policy offered by us, in addition to your legal rights.
  • Faulty, damaged or incorrect items: Under the Consumer Rights Act 2015, you have a 30-day short-term right to reject faulty goods for a full refund, as well as further rights after that period. See Section 7.

3. Your Statutory Right to Cancel (14 Days)

3.1 The cancellation period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your contract with us within 14 days without giving any reason.

The cancellation period ends 14 days after the day on which you, or a person you nominate (other than the carrier), receive the goods. If you ordered several items in one order and they are delivered separately, the 14 days run from the day after you receive the last item. If your order is for goods delivered in several lots or parts, the period runs from the day after you receive the last lot or part.

You may also cancel your order at any time before you receive the goods, including after they have been dispatched.

3.2 Returning the goods after cancelling

If you cancel, you must send the goods back to us, or hand them over to us, without undue delay and in any event no later than 14 days after the day on which you tell us that you are cancelling. This deadline is met if you send the goods back before the 14-day period has expired.

3.3 No fees for cancelling

We do not charge any fee for exercising your statutory right to cancel. The only cost you may bear is the direct cost of returning the goods, as explained in Section 6.

4. How to Cancel

To exercise your right to cancel, you must tell us of your decision with a clear statement. For example, you may write: "I hereby give notice that I am cancelling my contract for the following goods: [item description], order number [number], received on [date]."

You can contact us by:

  • Email: barankesen579@gmail.com
  • Telephone: 0584643908
  • Post: PrimeNest, 23 Rue René Descartes, 67000 Strasbourg, France

You may use the model cancellation form at the end of this policy, but you do not have to. Any clear statement setting out your decision to cancel is sufficient. To meet the cancellation deadline, it is enough for you to send your notice before the 14-day period has expired.

Please include your order number, your name, and the items you wish to cancel. If you cancel by email, we will send you an acknowledgement of receipt without delay.

4.1 Cancelling before dispatch

If your order has not yet been processed for shipment, we will cancel it free of charge and issue a full refund. If your order has already been processed or dispatched, you can still cancel it. You may refuse delivery, or return the goods once received, under your statutory right to cancel as set out in this section.

5. Voluntary Extended Returns Policy (30 Days)

In addition to your statutory 14-day right to cancel, PrimeNest offers a voluntary, contractual goodwill returns policy. This allows you to request a return within 30 days from the date of delivery. This extended window is not a legal requirement. It is offered by us in addition to, and without limiting, your statutory rights.

To be eligible for a return under this voluntary policy, after the statutory 14-day cancellation period has ended, your item must:

  • Be unused and in the same condition in which you received it.
  • Be returned in its original packaging.
  • Include all accessories, manuals and original components.

For returns made under this voluntary policy after the statutory cancellation period has ended:

  • You are responsible for the cost of return postage.
  • Original delivery charges are non-refundable, unless the return is due to our error or a faulty product.
  • Gift cards, items marked as final sale and products damaged through misuse or improper handling are not eligible.

The conditions above apply only to the voluntary extended policy. They do not restrict your statutory right to cancel within 14 days, or your rights in respect of faulty goods.

6. Return Postage Costs

  • Change of mind (statutory cancellation or voluntary return): Unless the item is faulty, damaged or incorrect, you are responsible for the direct cost of returning the goods to us.
  • Faulty, damaged or incorrect items: We pay the return costs. Please contact us first so that we can arrange the return or reimburse your reasonable return postage.

Our returns address is in France. Return postage from the United Kingdom will therefore be at international rates. The cost will depend on the size and weight of the item and the carrier you choose. As a guide, it may be comparable to or higher than the cost of the original delivery.

Please complete any customs declaration as a "returned goods" shipment to avoid unnecessary charges.

We recommend using a tracked postal service and keeping your proof of postage. We cannot guarantee receipt of untracked returns, and proof of postage may be needed to show that you returned the goods on time.

7. Faulty, Damaged or Incorrect Items: Your Rights Under the Consumer Rights Act 2015

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have the following legal remedies.

7.1 Within 30 days: the short-term right to reject

If goods are faulty, damaged, not as described or not what you ordered, you are entitled to reject them. You can then receive a full refund, provided you tell us within 30 days of the date on which ownership passed to you, the goods were delivered and (where relevant) installed. No deduction will be made for use during this period.

7.2 After 30 days and up to six months

If the fault becomes apparent after 30 days, you are entitled to a repair or a replacement. If the repair or replacement is not possible, fails, or is not carried out within a reasonable time and without significant inconvenience, you may claim either:

  • a price reduction, or
  • a final right to reject with a refund.

During the first six months after delivery, it is presumed that the fault was present at the time of delivery, unless we can prove otherwise.

7.3 After six months

You may still have a claim for up to six years from delivery in England, Wales and Northern Ireland, and five years from discovering the fault in Scotland. After six months, however, you may be asked to show that the fault was present at the time of delivery. If a final right to reject is exercised after six months, a deduction for fair use may be made.

7.4 Reporting a problem

Please inspect your order when it arrives. If an item is damaged in transit, faulty, or you received the wrong product, we ask that you contact us within 48 hours of delivery where possible, with clear photographs showing the issue. This helps us resolve transit claims with the carrier quickly.

This request is for practical reasons only. Reporting later than 48 hours does not remove or reduce your statutory rights described above.

7.5 Exchanges

We provide replacements for items that are faulty, damaged or incorrect. Please contact us before returning such an item so that we can arrange the replacement.

If you would simply like a different item for a reason other than a fault, please return the original item under Section 3 or Section 5 and place a new order.

8. Exceptions to the Right to Cancel

In accordance with Regulation 28 of the Consumer Contracts Regulations 2013, the statutory right to cancel does not apply to:

  • Personalised or custom-made products: goods made to your specifications or clearly personalised.
  • Sealed hygiene or health-protection goods: goods that are not suitable for return for health-protection or hygiene reasons, if they have been unsealed after delivery.
  • Perishable goods: goods liable to deteriorate or expire rapidly.
  • Sealed audio, video or software: sealed audio or video recordings or sealed computer software, if they have been unsealed after delivery.
  • Inseparably mixed goods: goods which, after delivery, have become inseparably mixed with other items by their nature.
  • Downloadable software and digital content: digital content not supplied on a tangible medium, once the download or streaming has begun with your express consent and your acknowledgement that you lose your right to cancel.

Gift cards: unused gift cards may be cancelled within the statutory 14-day period. Gift cards are not eligible for return under the voluntary extended returns policy.

Sale items: items bought at a reduced or "final sale" price are still covered by the statutory 14-day right to cancel and by the Consumer Rights Act 2015. The "final sale" exclusion applies only to the voluntary extended returns policy in Section 5.

These exceptions never affect your rights in respect of faulty, damaged or incorrect goods.

9. Condition of Returned Goods

When you cancel under the statutory right, you may handle the goods only as you would in a shop. This means you may examine them to establish their nature, characteristics and functioning.

Under the statutory right, returning goods unused and in their original packaging is not a condition of cancelling. However, you are liable for any diminished value of the goods resulting from handling beyond what is necessary. Examples include:

  • signs of use or wear,
  • missing accessories or manuals,
  • damage caused by misuse or improper handling.

In such cases, we may reduce your refund to reflect the loss in value, up to the full purchase price where justified. We will explain any deduction to you.

Please pack returns carefully, ideally in the original packaging, so that they are protected in transit. Returns under the voluntary extended policy must meet the conditions in Section 5.

10. Refunds

10.1 What we refund

If you cancel your whole order under the statutory right, we will refund all payments received from you, including the cost of standard delivery. The only exception is any extra charge resulting from your choice of a delivery method other than the least expensive standard delivery we offer. If you cancel only part of an order, we will refund the delivery cost only to the extent that it relates to the cancelled items.

For faulty, damaged or incorrect items, we refund the full price, the original delivery charge and your reasonable return postage.

10.2 When we refund

For statutory cancellations, we will issue your refund without undue delay and no later than 14 days after the earlier of:

  • the day we receive the goods back, or
  • the day you provide evidence that you have sent the goods back.

If you cancel before the goods have been dispatched, we will refund you within 14 days of the day you informed us of your decision to cancel.

For goods rejected as faulty, we refund within 14 days of agreeing that you are entitled to a refund.

Once we have received and inspected your returned item, we will notify you of the outcome.

10.3 How we refund

We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

Refunds are made in GBP. Once we have issued the refund, it may take a further 5–10 business days to appear in your account, depending on your bank or payment provider.

11. Step-by-Step Return Process

  • Step 1: Contact us. Email barankesen579@gmail.com or call 0584643908 with your order number, the item(s) you wish to return and the reason. Giving a reason is optional for statutory cancellations. You may use the model cancellation form below.
  • Step 2: Receive confirmation. We will acknowledge your request and confirm the return instructions. For faulty, damaged or incorrect items, we will tell you how we will cover the return cost or arrange a replacement.
  • Step 3: Pack the item securely. Include all accessories, manuals and components, and enclose a note with your name and order number.
  • Step 4: Send the item. Post it within 14 days of notifying us, to the returns address below, using a tracked service. Keep your proof of postage and tracking number.
  • Step 5: Inspection. We will inspect the item on arrival and notify you of the outcome.
  • Step 6: Refund or replacement. We will process your refund to your original payment method within the timescales set out in Section 10, or dispatch your replacement.

11.1 Returns address

PrimeNest
23 Rue René Descartes
67000 Strasbourg
France

Please do not send returns to any other address. Items sent without first contacting us may take longer to identify and process. This does not, however, affect your statutory rights.

12. Delivery Information

Our standard delivery time is 4-6 working days from dispatch.

Delivery costs are [shipping costs]. They are shown separately at checkout before you place your order.

All product prices are shown inclusive of VAT.

13. Lost or Undelivered Packages

Goods remain at our risk until they are delivered to you or to a person you have nominated to receive them. If your package appears to have been lost in transit, please contact us. We will work with the carrier to investigate the shipment.

If a parcel we sent to you is confirmed as lost, we will send a replacement or issue a full refund, at your choice.

For returns, please use a tracked service. Items in transit back to us remain your responsibility until we receive them, unless we arranged the collection.

14. Complaints

If you are unhappy with how your return or refund has been handled, please contact us first at barankesen579@gmail.com. We will try to resolve your concern promptly and fairly. If we cannot resolve it, you may seek independent advice from Citizens Advice (consumer helpline) or Advice Direct Scotland. You also remain free to pursue your rights through the courts.

15. Contact Us

If you have any questions about this Returns & Refunds Policy, please contact us:

  • Company: PrimeNest
  • Email: barankesen579@gmail.com
  • Telephone: 0584643908
  • Address: 23 Rue René Descartes, 67000 Strasbourg, France

Model Cancellation Form

Complete and return this form only if you wish to cancel the contract. You can send it by email or by post. Using this form is optional.

To: PrimeNest, 23 Rue René Descartes, 67000 Strasbourg, France
Email: barankesen579@gmail.com
Telephone: 0584643908

I/We (*) hereby give notice that I/we (*) cancel my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

  • Description of goods: ..............................................................
  • Order number: ..............................................................
  • Ordered on (*) / received on (*): ..............................................................
  • Name of consumer(s): ..............................................................
  • Address of consumer(s): ..............................................................
  • Signature of consumer(s): .............................................................. (only if this form is sent on paper)
  • Date: ..............................................................

(*) Delete as appropriate.

Note to merchant: please replace any [placeholder] (such as [shipping costs]) with your actual details before publishing this page.