Refunds & Returns Policy – 20/09/18
Cancellations & Order Amendment
If you place an online order with Premeum and decide you want to cancel the order or change the address, you must notify our customer service team immediately and we will endeavour to retrieve the order before it has been dispatched.
To offer our customers the most efficient service and for your convenience we aim to dispatch our orders as quickly as possible. As a result, we cannot always guarantee that we will be able to cancel orders or amend addresses on orders, even if you notify us the same day the order was placed.
To see whether it may be possible to cancel or amend your order, we recommend you contact one of our operatives by e-mail or on to check your order status.
In the event that it is not possible to alter the address or cancel the order before it has been processed, our customer service team will attempt to make arrangements to recover the order, or have it returned once you receive it.
Returning for a Refund or Store Credit
All items sold on our website are subject to a cooling off period of 14 business days. This means that if you would like to return your order for a refund or store credit for any reason, you will be entitled to a full refund or the equivalent amount in store credit on any brand new, unopened and unused items purchased within this time period. This 14 working day period begins the day that you receive your order.*
In order to qualify for store credit or a refund under the 14 day cooling off period, you MUST report your request to our customer service team before the end of the 14 days. Unfortunately, we will be unable to accept requests made under the cooling off period after this time.
Once your return is authorised, we will issue you with a Returns Number and ask you to return your items at your cost. We will send you updates as we receive and process your goods. Store Credit and or a refund will only be issued after we have received the returned item(s) and will be at our sole discretion.
*For tracked items, this will be the day that the tracking states “delivered” on the relevant postal carrier’s website.
Returning for a Replacement
On very rare occasions a faulty item may slip through our stringent quality checks and make its way out to you. Should you receive one of these, please accept our apologies and notify us immediately via email using our contact us form on our website (writing “Faulty item” in your subject line). At this point, a member of our team will take you through some troubleshooting questions to see if it is possible to resolve the issue at home. If we are unable to solve the problem this way, we will then provide you with a Freepost label in order to return your items.
In order to be eligible for replacements, your items must be within their warranty period and you MUST notify us of the problem you are experiencing as soon as you notice it. Before we are able to issue a replacement, we request that you send back the faulty item, using a freepost label that we will provide you with ensuring that the RMA number that you are given is present. This will allow our Product Analysis Department to put it through our rigorous testing procedures in order to verify and identify the fault. The testing process is usually completed within 5 business days of having received your items and we will send you updates through each stage of the process.
N.B. Please ensure that you contact our customer service team before you return your items to us. Unauthorised returns may take significantly longer to process or may be returned to sender. In instances where no sender address is provided and we have insufficient details to process the return, items will be destroyed with no replacements or refunds issued.
Certain Premeum products are warranted against defects in workmanship or materials.
Premeum reserves the right to refuse any return, refund or exchange request that does not substantially meet our requirements or Terms & Conditions.