Returns & Refunds Policy
Thank you for shopping with Prime Cookout.
We want you to be completely satisfied with your purchase. If you’re not, we’re here to help.
Your Right to Cancel
You have the right to cancel your order within 14 days without providing a reason. This 14-day cancellation period begins the day you, or a third party (excluding the carrier), receives physical possession of the goods.
To cancel your order, please notify us clearly via email at info@primecookout.com.
To meet the cancellation deadline, your notification simply needs to be sent before the 14-day period expires.
Once the 14-day cancellation window has passed, we may still accept returns, though additional charges could apply. This does not affect your statutory right to cancel within the 14-day period.
Effects of Cancellation
If you cancel within the 14-day period, we will refund all payments received from you, excluding the cost of returning the goods.
We may deduct any loss in value of the goods if it results from unnecessary handling by you.
Refunds will be processed without undue delay, and no later than:
- (a) 10 working days after receiving the returned goods,
- (b) 10 working days after receiving proof that the goods have been returned, or
- (c) 10 working days from the day you notify us of your decision to cancel (if no goods were supplied).
Refunds will be issued using your original payment method unless otherwise agreed. No fees will be charged for the refund.
Please note, we may withhold the refund until the goods are received or until you provide proof of return—whichever comes first.
You must return the goods within 15 days of notifying us of your cancellation. The deadline is met if the goods are dispatched before the 15-day period ends. You are responsible for the cost of returning the goods.
You are only liable for any reduction in the goods’ value caused by handling beyond what is necessary to determine their nature, characteristics, and functionality.
How to Return a Product
Please ensure your return request is made within 14 days of receiving the product.
To initiate a return, email info@primecookout.com with the following details:
- Your full name
- Order reference number
- Address
- Email address
- Contact number
- Date of purchase
- Date the goods were received
- Specify which items you wish to return (if part of a multi-item order)
Once your return is approved, please send the product back along with a note indicating whether you’d like an exchange (and the replacement product details) or a refund.
Returning Items to Us
Some of our products are fragile and require careful handling during return shipping. If you are returning a delicate item, please ensure the courier is aware of the package's contents and that it is fully insured for the full retail value.
Damaged or Faulty Items
If you receive a damaged or faulty item, please contact us immediately for assistance.
Sale Items
Sale items are eligible for refunds under the same conditions as regular-priced items.
Contact Us
If you have any questions about our Returns & Refunds Policy, feel free to contact us:
Email: info@primecookout.com
Phone: 01865 570148
Company Name: PrimeCookout Ltd
Address: 159 Blackthorn Road, Didcot, Oxfordshire, OX11 6EP