Returns & Refunds Policy — Prime Gym Turf Ltd

Important — please read before ordering: All Prime Gym Turf products are custom-made to your individual specification. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day right to cancel does not apply to goods that are clearly personalised or made to a consumer's specification.

1. Custom & Bespoke Products

Every product we make is manufactured specifically for your order — to your chosen dimensions, colours, branding, and layout. Because of this, we are unable to accept returns or offer refunds once production has begun. This is a legally recognised exception for custom-made goods under UK consumer law (Consumer Contracts Regulations 2013).

By placing an order and paying your deposit, you confirm that you understand and agree to the following:

Your order is custom manufactured to your specification
The 14-day right to cancel under the Consumer Contracts Regulations 2013 does not apply
No refund will be issued once production has commenced
Once the balance has been paid and the product dispatched, the sale is final

2. Cancellation Before Production Starts

If you need to cancel your order, contact us immediately at primegymturf@gmail.com. We will check whether production has begun.

Cancellation Outcomes

Production not yet started: We will consider a refund of your deposit, less any costs already incurred (e.g. materials ordered, design time). This is at our discretion.
Production has started: No refund will be issued under any circumstances.

3. Faulty or Incorrect Products

If your product arrives faulty, damaged in transit, or materially different from what was confirmed in writing, you are entitled to a remedy under the Consumer Rights Act 2015. To make a claim, contact us within 30 days of receipt at primegymturf@gmail.com with:

Your order reference number
A clear description of the issue
Photographs showing the fault or discrepancy

We will assess your claim and, where upheld, offer a repair, replacement, or refund as appropriate. This does not affect your statutory rights.

4. What We Cannot Accept as a Return

Products that have been installed, cut, or modified
Products where the issue results from incorrect measurements or specifications that you provided
Products showing normal wear and tear
Products ordered to the correct specification that you no longer require
Change of mind after production has commenced

5. Refund Process

Where a refund is approved by us, we will process it within 14 working days via the original payment method (bank transfer or Stripe card payment). We will confirm by email once the refund has been issued.

6. Your Statutory Rights

Nothing in this Returns Policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If you are unsure of your rights, you can seek independent advice from Citizens Advice or your local Trading Standards office.

7. Contact Us

For any questions about this policy or to raise a concern, please contact us at primegymturf@gmail.com. We aim to respond to all queries within 2 working days.

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