Hassle-Free Returns & Easy Refunds

At Primethorpe, we want you to love your purchase! If for any reason you're not completely satisfied, our hassle-free returns and easy refunds process has you covered. Whatever the reason, don't panic, we’re here to make the return experience smooth and straightforward. Simply follow our easy steps, and we’ll take care of the rest.

Returns Made Easy: Here’s How It Works

Check Your Eligibility
You have 30 days from your order date (not delivery) to request a return and refund. Returns are only accepted for full, unused items. Leftover materials, such as surplus paving or cobbles, cannot be returned. Personalized items, like custom fire hearths or worktops, are non-refundable.

Email Us to Start Your Return
To initiate your return, email sales@primethorpepaving.co.uk with:

  • Name on the order
  • Delivery postcode
  • Order number (found on your invoice, starting with Web# or SI-000)
  • Photo of the item in original packaging

Confirmation is Key
We require email confirmation to process returns, though we can discuss details over the phone.

We’ll Handle the Logistics
Once your return is confirmed, we’ll arrange collection and provide the scheduled date. Please ensure the order is in the same location with original packaging and strapping.

Cost and Refund Breakdown

Return Shipping Costs
Unless the return is due to an error on our part (e.g., incorrect item), the customer is responsible for return shipping costs, which typically average £65 per pallet, depending on location.

Restocking Fee
A 20% restocking fee applies to all returns, covering the cost of dispatch, processing, inspection, and restocking.

Refund Processing
Once we receive and inspect your return, we’ll process your refund to the original payment method. Please allow 10-15 business days for the refund to appear, depending on your payment provider.

FAQs - Returns & Refunds

How Long Do I Have To Return An Item?

You Have 30 Days From The Date Of Your Order To Request A Return. Please Note That This Is Based On The Order Date, Not The Date You Received The Item.

Can I Return Part Of My Order?

No, we only accept returns for full, unused orders. Leftover materials, such as surplus paving or cobbles, cannot be returned. Personalized items, like custom fire hearths or worktops, are non-refundable.

How Will My Refund Be Processed?

Once We’ve Received Your Return And Confirmed Everything Is In Order, We Will Process Your Refund To The Original Payment Method. Refunds Typically Take 10-15 Business Days To Appear In Your Account, Depending On Your Payment Provider.

Are There Any Items That Can’t Be Returned?

Yes, Personalized Or Made-To-Order Items, Such As Made-To-Measure Firehearths Or Surrounds, Are Non-Returnable And Non-Refundable.

How Do I Start A Return?

To Initiate A Return, Simply Send An Email To us With Your Order Details. Be Sure To Include The Name The Order Was Placed Under, The Delivery Postcode, And, If Possible, The Order Number (E.g., Web#12345 Or SI-000123).

Will I Receive A Confirmation Of The Return Shipping Cost?

Yes, Before We Arrange Any Collection, We Will Send You A Confirmation Of The Return Shipping Cost, Including A Full Breakdown inclusive of the restocking fee, So You Know Exactly What Refund You Can Expect.

Can I Return An Item I’ve Had For Over 30 days?

We Only Accept Returns Within 30 Days From The Order Date. After This Period, Unfortunately, We Cannot Process Returns Or Refunds.