Refund Policy

Returns and refunds

Last updated: 29 September 2026. This policy applies to purchases made directly from tryprimehour.com. Contact our Contact page with your order number to request a return, cancellation or refund. We will provide instructions and a return address where a return is needed; please do not send products to our correspondence address without contacting us first.

90-day HARD+ money-back promise

We stand behind HARD+. If you are not satisfied with a HARD+ product bought directly from us, email us within 90 days of its delivery. We will refund the price you paid for that product to your original payment method. We may ask for your order details and, if a return is needed, will provide return instructions and cover the return postage for a claim under this promise. This promise is additional to your statutory rights.

Change of mind and UK cancellation rights

For most online purchases delivered to a UK consumer, you may cancel without giving a reason by telling us within 14 days after receiving the goods. You then have another 14 days to return them. Contact us or use the cancellation form below. The right to cancel can be lost for sealed products that are unsuitable for return for health or hygiene reasons once unsealed, where the law permits; our 90-day HARD+ promise above still applies. Your rights for faulty, damaged or misdescribed goods are unaffected.

If you cancel under this statutory right, we will refund the price paid and the cost of standard outbound delivery (up to the least expensive standard delivery option we offered). If you chose a more expensive delivery service, the extra cost is not refundable. For change-of-mind returns, you pay the direct cost of sending goods back unless we agree otherwise. We may reduce a refund if handling goes beyond what is necessary to inspect the goods, as permitted by law. We will refund within 14 days after receiving the goods back, or after receiving evidence that you sent them back, whichever is earlier, using the original payment method unless you agree otherwise.

Faulty, damaged or incorrect items

If your order arrives damaged, incorrect, faulty or not as described, contact us as soon as you can with the order number and, if helpful, photos. We will arrange an appropriate refund, repair or replacement and cover reasonable return costs where required. This policy does not limit your consumer rights, including the UK right to reject faulty goods within the applicable period.

Other locations

Customers outside the UK may have mandatory local cancellation and consumer rights. We will honour those rights where applicable. Contact us for return instructions before sending anything back.

Cancellation form

If you wish to use your statutory right to cancel, you may send the following details through our Contact page:

To Primehour via the Contact page: I hereby give notice that I cancel my contract for the following goods: [product and order number]. Ordered on: [date]. Received on: [date]. Name: [your name]. Address: [your address]. Date: [today's date].

For help, use our Contact page.