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Returns & Refund Policy

Effective Date: 26 July 2026

At Premiafford Collections, customer satisfaction is important to us. We are committed to providing premium-quality products and a fair, transparent returns process.

This Returns & Refund Policy explains when you may return a product, how refunds are processed, and your rights under UK consumer law.

1. Our Returns Policy

If you are not completely satisfied with your purchase, you may request a return in accordance with this policy.

We ask customers to notify us within 7 days of receiving their order if they wish to return an item. We will then provide instructions for returning the goods.

This policy is in addition to, and does not affect, any statutory rights you have under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. Return Eligibility

To be eligible for a return, products should:

  • be unused and in their original condition;

  • be returned with all original packaging, accessories and components;

  • not show signs of misuse, damage or excessive handling; and

  • be suitable for resale unless the item is faulty.

We reserve the right to reduce or refuse a refund where returned goods have been handled beyond what is reasonably necessary to inspect them.

3. Non-Returnable Items

Unless faulty or not as described, we cannot accept returns for:

  • products damaged through misuse or accidental damage after delivery;

  • products that have been altered or modified by the customer;

  • incomplete items with missing parts not caused by our error;

  • hygiene-related products that have been opened after delivery (where applicable);

  • products specifically identified as non-returnable on the product page.

If personalised or customised products are introduced in the future, they may also be excluded from returns unless faulty.

4. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as reasonably possible.

Where appropriate, we may ask for photographs of:

  • the product;

  • the packaging; and

  • the shipping label

to help us investigate the issue.

If we confirm that the item is faulty, damaged in transit or supplied incorrectly, we will, where appropriate:

  • provide a replacement;

  • provide a full refund;

  • provide a partial refund where appropriate; or

  • offer another suitable remedy in accordance with your statutory rights.

Premiafford Collections will cover the reasonable cost of return postage for confirmed faulty or incorrect items.

5. Return Postage

If you are returning an item because you have changed your mind, you are responsible for the cost of returning the goods.

We recommend using a tracked delivery service, as Premiafford Collections cannot be responsible for returned parcels lost during transit.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome of your refund request.

Where a refund is approved, it will be processed using the original payment method.

Refund processing times may vary depending on your payment provider but are typically completed within 5–10 working days after approval.

7. Exchanges

If you receive a faulty or incorrect product, we may offer a replacement where stock is available.

If a replacement is unavailable, an alternative remedy, including a refund, may be offered.

8. Order Cancellation

Orders may be cancelled before dispatch by contacting us as soon as possible.

Once an order has been dispatched, it can no longer be cancelled but may be returned in accordance with this policy and your statutory rights.

9. Your Consumer Rights

Nothing in this policy limits or excludes your legal rights under UK consumer protection legislation.

Where your statutory rights provide greater protection than this policy, your statutory rights will apply.

10. How to Request a Return

To request a return or report a faulty item, please contact us with:

  • your full name;

  • your order number;

  • the item(s) you wish to return;

  • the reason for the return; and

  • photographs where the item is damaged or faulty.

Email: premiaffordltd@gmail.com

Telephone: 07557 221767

We aim to respond to all return requests as quickly as possible and guide you through the return process.

11. Changes to This Policy

Premiafford Collections reserves the right to update this Returns & Refund Policy at any time.

Any changes will be published on our website together with the revised effective date.

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