Refund policy

Return and Refund Policy

Last updated: 27/04/2026

We have a 30-day return policy. This means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

- Unopened
- Unused
- In its original packaging
- In a resaleable condition
- With any tamper seals, hygiene seals or safety seals fully intact

You’ll also need your receipt or proof of purchase.

To start a return, contact us at contact@primova.co.uk.

Please note that returns must be sent to:

Primova Returns
Suite 53C
Unimix House
Abbey Road
London
NW10 7TR
United Kingdom

Items sent back to us without first requesting a return will not be accepted.

You can always contact us about returns at contact@primova.co.uk.

Damages and issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, incorrect, or not as described.

Please include your order number and clear photos of the product, packaging and delivery box where relevant, so we can review the issue and make it right.

If the item is confirmed as faulty, damaged, incorrect or not as described, we will offer an appropriate solution, which may include a replacement, refund or other remedy in line with your statutory rights.

Exceptions and non-returnable items

Because Primova products include food supplements and ingestible products, we cannot accept returns for products that have been opened, used, mixed, consumed, partly consumed, or had their tamper seal, hygiene seal or safety seal broken.

We also cannot accept returns for:

- Gift cards
- Products damaged after delivery
- Items not in their original condition
- Final sale items, where clearly stated and permitted by law

This does not affect your statutory rights if your item is faulty, damaged, incorrect or not as described.

Return shipping

For change-of-mind returns, you are responsible for the cost of returning the item to us.

For faulty, damaged, incorrect or not-as-described items, we will cover reasonable return postage costs or provide an alternative return method.

We recommend using a tracked service, as we cannot process a refund for items that do not reach us.

Exchanges

The fastest way to get the product you want is to return the item you have. Once the return is accepted, you can place a separate order for the new item.

UK 14-day cooling-off period

If you are a UK consumer buying online, you have the right to cancel your order within 14 days of receiving your goods.

After notifying us that you wish to cancel, you then have 14 days to return the goods to us.

Products must be unopened, unused, in their original packaging, and with any tamper seals, hygiene seals or safety seals intact.

Refunds

We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved.

If approved, your refund will be processed back to your original payment method.

Refunds will be made within 14 days of us receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Please remember that your bank or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at contact@primova.co.uk.