Returns & Refunds
At Prime Health, we want you to be satisfied with your purchase. If you are not completely happy with your wellness products, this policy outlines the steps you can take to return an item and receive a refund, in line with UK consumer protection regulations.
Eligibility for Returns
What qualifies for a return and the condition your items must be in.
To be eligible for a return, your item must be in the same condition that you received it: unopened, unused, and in its original packaging. Due to the nature of wellness supplements, we cannot accept returns for items where the safety seal has been broken or tampered with. This rule protects the integrity of every product we sell and ensures that no compromised stock re-enters our inventory.
Accepted for return
- + Unopened and unused items
- + Original seal fully intact
- + Original packaging undamaged
- + Returned within the time window
Cannot be returned
- — Opened supplement containers
- — Broken or missing safety seals
- — Items returned without prior request
- — Products past the 14-day return window
If you receive a damaged or incorrect item, different rules apply. See the Damaged or Incorrect Items section below — in those cases, Prime Health covers return shipping costs.
Return Time Window
Delivery received
Your order arrives. The return clock starts from the date of delivery, not the date you placed the order.
Notify us
You have 14 days from delivery to email us with your intent to return. Include your order number and the reason for the return.
Ship the product
After notifying us, you have a further 14 days to return the product to our Cardiff facility using a trackable service.
Items sent back to us without first requesting a return will not be accepted. Always email [email protected] before shipping anything back.
The Return Process
Four steps from request to refund. Keep your order number handy and use a trackable shipping service.
Email us with your order details
Send an email to [email protected] with your order number and the reason for the return. This starts the process and lets us verify your purchase.
Receive return instructions
Our team will reply with the return address for our Cardiff facility and any necessary instructions specific to your order. Do not ship your item until you receive this confirmation.
Ship with a trackable service
You are responsible for paying the shipping costs for returning your item. We strongly recommend using a trackable and insured shipping service, as we cannot guarantee we have received your return without tracking proof.
Inspection and refund decision
Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund based on the condition of the product. If approved, your refund will be processed to your original method of payment.
Refund Timelines
Refunds typically appear in your account within 5 to 10 business days after processing, depending on your bank or credit card issuer. Once approved, the refund is issued to your original payment method immediately — the waiting period is determined by your financial institution, not by Prime Health.
- 1. Check your bank account again — some postings take a few extra days to display.
- 2. Contact your credit card company — there may be a processing delay on their end.
- 3. Email us at [email protected] with your order number if the issue persists beyond 10 business days.
Damaged or Incorrect Items
If you receive an item that is damaged or incorrect, please notify us immediately so we can evaluate the issue and make it right. In these specific cases, Prime Health will cover the return shipping costs and arrange for a replacement or a full refund — whichever you prefer.
Contact us as soon as you discover the issue. The sooner we know, the faster we can resolve it.
Frequently Asked Questions
No, for safety and hygiene reasons, we only accept returns for products that remain unopened with the original seal intact. Once a safety seal is broken, the product cannot be restocked or resold, and we are unable to process a return for it.
Once approved, the refund is issued immediately to your original payment method, but it generally takes 5 to 10 business days for the funds to reflect in your account. The exact timing depends on your bank or credit card issuer. If you have not received your refund after 10 business days, contact your card company first, then reach out to us.
Yes, you are responsible for paying the shipping costs for returning your item unless the item was damaged or incorrect when you received it. In those cases, Prime Health covers the return shipping costs. We recommend using a trackable service so you have proof of dispatch.
Notify us immediately by emailing [email protected] with your order number and a description of the issue. We will evaluate the situation and arrange either a replacement or a full refund at no shipping cost to you. Do not ship the damaged item back until you receive instructions from our team.
We do not offer direct exchanges. If you would like a different product, please return the original item following the standard return process for a refund, then place a new order for the item you want. This keeps the process straightforward and ensures you receive your chosen product without delay.
Still have questions about a return?
Our team is available Monday to Friday, 09:00 to 18:00, to help with returns, refunds, and order questions. Email us with your order number and we will get back to you as quickly as we can.
Contact Prime Health
Address
9 Queen Street, Cardiff CF10 2AF, United Kingdom
Phone
+44 29 2017 2672Hours
Mon–Fri: 09:00–18:00