Refund policy
Returns, Refunds and Cancellation Policy
Last updated: 9 September 2026
This policy applies to consumer purchases from Prime Shopping Arena. It explains our process and does not limit any mandatory rights under the law that applies to you.
Prime Shopping Arena is operated by Prime Shopping Arena Limited, 49 Courtelle Road, Coventry, CV6 5FH, United Kingdom. UK VAT registration number GB505803118.
1. Cancelling before dispatch
Contact info@primeshoppingarena.com as soon as possible. We will try to stop or amend the order, but cannot guarantee this after fulfilment has begun. If we stop an order, we will refund the cancelled amount to the original payment method.
2. Statutory cancellation for eligible distance purchases
UK consumers normally have the right to cancel an eligible online purchase without giving a reason.
You must send us a clear cancellation notice within 14 days beginning the day after you, or a person you nominate, receives the goods. Where an order is delivered in multiple parts, the period normally begins the day after the final part is received.
You may cancel by:
- emailing info@primeshoppingarena.com;
- using the contact form at primeshoppingarena.com/pages/contact; or
- writing to Prime Shopping Arena Limited, 49 Courtelle Road, Coventry, CV6 5FH.
A clear statement that identifies the contract and says you wish to cancel is sufficient. Your cancellation is effective when you send that notice within the applicable period. It is not dependent on our approval.
Where you contact us through our online contact form, we will acknowledge receipt without delay by email or another durable medium.
After notifying us, you must return the goods within a further 14 days unless we arrange collection.
3. Missing cancellation information
We provide the legally required cancellation information before the contract and in a form you can keep. If we fail to provide that information, the cancellation period may be extended by up to 12 months in accordance with applicable law. If the information is supplied during the extended period, a new 14-day period may begin from the day after it is supplied.
4. Return reference and return address
We may issue a return reference to help route and identify the parcel. That reference is an administrative tool only and is not a condition of exercising a statutory cancellation right.
Contact us for the correct return address or collection instructions. Do not send goods to an address printed on the original parcel unless we confirm that it is the approved return address, because fulfilment and return facilities can be different.
Approved return address: Prime Shopping Arena Limited, 49 Courtelle Road, Coventry, CV6 5FH, United Kingdom
5. Condition and handling of change-of-mind returns
You may inspect a product as you reasonably would in a shop. Please return all parts, accessories and instructions and, where reasonably possible, the original packaging.
You are responsible for any reduction in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning. We will not impose an arbitrary restocking charge. Any deduction will reflect the actual diminished value and will be explained.
Original packaging, photographs or video can help us process a return but are not an absolute condition of a statutory remedy.
6. Return costs for change-of-mind returns
You are responsible for the direct cost of returning an eligible change-of-mind item where we told you before purchase that you would be responsible, unless we agree to pay that cost.
For goods that cannot normally be returned by post, the estimated direct return cost, or a reasonable maximum estimate, must be stated in the pre-contract information. Do not purchase a bulky item until that information has been provided.
Where you select and arrange your own return service, use an appropriate tracked and insured method and keep proof of posting. Where we provide a prepaid label, nominate a carrier or arrange collection, responsibility for loss or damage in return transit will be determined under the applicable law and the instructions we provide; we will not unfairly transfer carrier risk to you.
7. Refunds after statutory cancellation
For an eligible cancellation, we will refund:
- the price paid for the returned goods; and
- the basic outbound delivery charge attributable to those goods.
If you chose a premium delivery service, we do not have to refund the amount above the least expensive standard delivery option we offered.
We will issue the refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that you sent them. We may withhold the refund until one of those events occurs, except where we have offered to collect the goods.
Refunds are made using the original payment method unless you expressly agree otherwise, and you will not incur a fee from us for the refund.
8. Items excluded from change-of-mind cancellation
The change-of-mind right may not apply to:
- goods made to your specifications or clearly personalised;
- goods liable to deteriorate or expire rapidly;
- sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
- sealed audio, video or computer software once unsealed;
- newspapers, periodicals or magazines, except subscriptions;
- goods inseparably mixed with other items after delivery;
- fully performed services where performance began after the required express request and acknowledgement; and
- digital content supplied immediately after the required express consent and acknowledgement that the cancellation right would be lost.
An exclusion from change-of-mind cancellation does not remove rights where goods are faulty, unsafe, damaged, incorrect or misdescribed.
9. Faulty, damaged, unsafe, incorrect or misdescribed goods
Contact info@primeshoppingarena.com promptly with your order number and a description of the issue. Photographs, video or packaging can be useful where reasonably available, but we will not make them an absolute condition of a legal remedy.
Where goods do not conform to the contract, we will provide the remedy required by applicable law. Depending on the circumstances, this can include rejection and refund, repair, replacement or price reduction.
We will pay or reimburse reasonable return costs for goods that are faulty, damaged on delivery, unsafe, incorrect or materially not as described, provided any return is carried out safely and in accordance with reasonable instructions.
UK customers
Goods must be of satisfactory quality, fit for purpose and as described.
UK consumers normally have a short-term right to reject non-conforming goods within 30 days. After that period, rights to repair or replacement and, where those remedies fail, are unavailable or cannot be completed within a reasonable time without significant inconvenience, further rights to a price reduction or final rejection may apply.
10. Safety-critical returns
Stop using a product if you believe it is unsafe. Contact info@primeshoppingarena.com before posting a damaged battery, electrical item, chemical, aerosol, sharp item or recalled product. We may arrange specialist collection, isolation or disposal instructions.
Do not post loose or damaged lithium batteries without a carrier-approved method.
11. Incorrect size, colour or variant
If we supplied a different variant from the one ordered, treat it as an incorrect item and contact us. If you ordered the wrong variant, the change-of-mind process applies where the item is eligible.
12. How to start a return
- Send a cancellation or return request by email to info@primeshoppingarena.com or through the contact form at primeshoppingarena.com/pages/contact.
- Identify the order and item and, where relevant, describe the fault or other issue.
- We will provide the appropriate return address, reference, label or collection instructions promptly.
- Pack the item safely and include the return reference where one is provided.
- Keep proof of return until the matter is completed.
Your statutory cancellation is not dependent on waiting for a return authorisation.
13. Exchanges
We do not guarantee direct exchanges because stock and prices can change. For a preference-based exchange, the usual process is to return the eligible item and place a new order. This does not affect a legal right to repair or replacement for non-conforming goods.
14. Gifts, gift cards and promotional credit
A refund is normally issued to the original payment method. Gift cards and promotional credits are handled under their specific terms and applicable law. This section is not used to deny a statutory cash refund where one is legally due.
15. Refused and uncollected parcels
Refusing delivery or failing to collect a parcel does not always communicate a valid cancellation. Send us a separate clear cancellation notice.
Where a parcel is returned for a reason not caused by us or the carrier, we may deduct reasonable and evidenced direct return costs only where the law permits and the relevant cost was disclosed where required.
16. Suspected abuse or fraud
We may investigate altered products, substituted items, false claims or unusual return activity. We will not use fraud controls to delay or deny a genuine statutory remedy. Credible fraud may be reported to payment providers or authorities where lawful.
17. Contact
- Returns and refunds: info@primeshoppingarena.com
- Contact form: primeshoppingarena.com/pages/contact
- Return address: Prime Shopping Arena Limited, 49 Courtelle Road, Coventry, CV6 5FH, United Kingdom
- Product-safety concerns: info@primeshoppingarena.com