Refund policy

our eligibility for a return or refund depends on whether you're an individual consumer or a business customer, and the reason for your return.

1.1 For Consumers (Individual Buyers)

• Changed Your Mind? You have a legal right to cancel your order within 14 days of receiving your goods. For a refund based on a change of mind, the product must be in its original, unopened packaging and in unused, resalable condition. A used product will not be eligible for a refund under a change of mind.
• Faulty or Misdescribed Products? If your product is faulty, not as described, or unfit for purpose, you're entitled to a full refund within 30 days of receipt under the Consumer Rights Act 2015. After 30 days, you might be entitled to a repair or replacement.

1.2 For Trade/Business Customers

• Trade customers do not have a right to cancel orders based on a change of mind.
• Returns from Trade Buyers are only accepted if the goods are faulty, damaged, or not as described, and you report the issue to us within 7 days of delivery. Prior authorisation is required before returning any item.

 2. How to Start a Return

To begin a return, please follow these steps:

2.1 Contact Us

• Email: Send us an email at support@primepedals.com.
• What to Include: Please provide your name, home address, proof of purchase, order details (including your order number), and, if available, your phone number.

2.2 Return Notification Period

• For Change of Mind (Consumers): You must notify us in writing (e.g., by email) within your 14-day cancellation period. Once notified, you must send the goods back within 14 days of telling us you wish to end the contract.
• For Faulty/Damaged Goods (Trade Customers): You must report the issue within 7 days of delivery.

3. Returning Products to Us

Once you've initiated your return, you need to send the products back.

3.1 Return Options

You can return products to us by:

• In Person: Drop off the product at Prime Pedals Ltd, Unit 23, B&S Business Centre, Saffron Way, Leicester, LE2 6UP, UK.
• By Tracked Post/Courier: Send the product with tracking option to: Returns Department Prime Pedals Ltd Unit 23, B&S Business Centre, Saffron Way, Leicester, LE2 6UP, UK. You can email us at support@primepedals.com for a return label or to discuss collection arrangements, if applicable.

3.2 Condition of Returned Goods

• For Change of Mind Returns (Consumers): Goods must be returned in their original, unopened packaging, unused, and in a resalable condition, with all accessories and documentation included.
• For Faulty/Damaged Goods: Please ensure the product is securely packaged for return.

4. Return Shipping Costs

4.1 When You Pay the Return Costs (Customer Responsibility)

• For Change of Mind Returns (Consumers): If you are a consumer exercising your right to change your mind, you are responsible for the direct costs of returning the products to us, including courier fees or postage.
• For Trade/Business Customer Returns: If you are a Trade Customer, you are responsible for all return costs unless the return is due to a product fault, damage, or misdescription reported within 7 days of delivery.

4.2 When We Pay the Return Costs (Prime Pedals Ltd Responsibility)

We will pay the reasonable costs of return (including standard courier or postage fees) if:

• The products are faulty, damaged, or misdescribed.
• You are ending the contract due to an action or error on our part, such as:
• We informed you of an upcoming change to the product or these terms that you don't agree with.
• We made an error in the price or description of the product you ordered, and you don't wish to proceed.
• There's a significant delay in delivery due to events outside our control.
• We've suspended or will suspend product supply for technical reasons for more than 30 days.

5. Refunds

5.1 How We Refund You

We will refund you the price you paid for the products using your original payment method.

• Original Delivery Costs for Change of Mind: For "change of mind" returns (consumers), original delivery costs and return delivery costs are non-refundable.
• Original Delivery Costs for Other Reasons: Original delivery costs will be fully refunded only when the return is due to a faulty, damaged, or misdescribed product, or an error on our part as outlined in Section 4.2.

5.2 Deductions from Refunds (for Change of Mind Returns)

If you're exercising your right to change your mind, we may reduce your refund to reflect any reduction in the product's value if the item is not returned in its original, unopened packaging, or if it is used or handled in a way that wouldn't be allowed in a shop. We reserve the right to deduct an amount if the goods have been handled beyond what's necessary to establish their nature, characteristics, or functioning (e.g., if the product is heavily soiled, scratched or dented upon return). 

5.3 When Your Refund Will Be Made

Once we've received and inspected your return, refunds will be processed within 14 days from the day we receive the product back.

6. Problems with Your Product

If you have any questions or complaints about a product, please contact us at support@primepedals.com. We are legally obligated to supply products that are of satisfactory quality and conform to our contract. Your legal rights are not affected by this policy.