Refund policy

================================================================ PRIMEPROPEL® RETURNS & REFUND POLICY UK-Middle East Bridge Ltd | Company No: 15203244 Last Updated: August 2026 ================================================================ At PrimePropel, we are committed to your complete satisfaction. If you are not entirely happy with your purchase, we're here to help. ================================================================ 1. RETURN ELIGIBILITY ================================================================ UNOPENED / SEALED PRODUCTS: ━━━━━━━━━━━━━━━━━━━━━━━━━━ You may return any unopened, factory-sealed product within 30 days of the delivery date for a full product refund, provided that: ✔ The item is in its original, unopened packaging ✔ All seals and tamper-evident stickers are intact ✔ The product has not been used or tampered with ✔ The return request is made within 30 days of delivery OPENED PRODUCTS: ━━━━━━━━━━━━━━━ Due to the nature of food supplements and for hygiene and safety reasons, we are unable to accept returns of opened, partially used, or unsealed products, unless: ✔ The product is faulty or defective ✔ The product arrived damaged ✔ The product is significantly different from its description on our website ✔ The product poses a health or safety concern ================================================================ 2. RETURN SHIPPING — IMPORTANT ================================================================ ⚠️ CUSTOMER RESPONSIBILITY: ━━━━━━━━━━━━━━━━━━━━━━━━━━ The cost of return shipping is the sole responsibility of the customer, except in the following cases: → Product arrived damaged → Product is faulty or defective → We sent the wrong item In the above exceptional cases, PrimePropel will provide a prepaid return label at no cost to you. IMPORTANT NOTES ON RETURN SHIPPING: • We strongly recommend using a tracked and insured postal service when returning items. • PrimePropel cannot be held responsible for items lost or damaged in return transit. • Return shipping costs are non-refundable. • We are not liable for packages that do not reach us. ================================================================ 3. REFUND DETAILS ================================================================ WHAT YOU WILL RECEIVE: ━━━━━━━━━━━━━━━━━━━━━ Upon successful receipt and inspection of your return, you will receive a FULL REFUND of the product price paid, to your original payment method. ⚠️ PLEASE NOTE — THE FOLLOWING ARE NOT REFUNDED: ✗ Original outbound shipping charges (if applicable) ✗ Return shipping costs paid by the customer REFUND TIMELINE: ━━━━━━━━━━━━━━━ • We will inspect your returned item within 2 working days of receiving it. • Once approved, your refund will be processed within 5–10 working days. • You will receive a confirmation email once your refund has been issued. • Please allow additional time for your bank or card provider to process the refund to your account (typically 3–5 business days after we process it). ================================================================ 4. HOW TO INITIATE A RETURN ================================================================ STEP 1: Contact Us ━━━━━━━━━━━━━━━━━ Email us at: support@primepropel.co.uk Subject line: RETURN REQUEST — Order #[Your Order Number] Please include in your email: • Your full name • Your order number • The product(s) you wish to return • Reason for return • Photos (if the product is damaged or faulty) STEP 2: Wait for Approval ━━━━━━━━━━━━━━━━━━━━━━━━ We will respond within 2 working days with: • Confirmation of your return request • Return instructions and our return address • Any additional information required STEP 3: Ship Your Item ━━━━━━━━━━━━━━━━━━━━━ • Package the item securely in its original packaging • Include a note with your order number inside • Use a tracked postal service (recommended) • Ship to the address provided in our return email STEP 4: Receive Your Refund ━━━━━━━━━━━━━━━━━━━━━━━━━━ • We confirm receipt and inspect your item • Refund is processed within 5–10 working days • You receive a confirmation email ⚠️ DO NOT send items back without prior approval. Unapproved returns may not be accepted or refunded. ================================================================ 5. DAMAGED OR FAULTY PRODUCTS ================================================================ If your product arrives damaged, faulty, or incorrect: 1. Do NOT return the item without contacting us first 2. Email support@primepropel.co.uk within 48 hours of delivery 3. Attach clear photos of: • The damaged/faulty product • The outer packaging • The shipping label We will offer you one of the following resolutions: ✔ Full replacement at no extra cost ✔ Full refund including original shipping costs ✔ Partial refund where appropriate In these cases, return shipping will be fully covered by PrimePropel. ================================================================ 6. NON-RETURNABLE ITEMS ================================================================ The following items CANNOT be returned or refunded: ✗ Opened or partially used supplements ✗ Products returned after the 30-day return window ✗ Products not in their original condition ✗ Products with broken seals (unless faulty) ✗ Items purchased during final sale or clearance ✗ Gift cards or store credit ================================================================ 7. EXCHANGES ================================================================ We do not offer direct product exchanges at this time. If you wish to exchange a product, please: 1. Return the unwanted item following the process above 2. Place a new order for the desired product This ensures the fastest possible resolution for you. ================================================================ 8. LATE RETURNS ================================================================ Returns requested after the 30-day window has passed will not be accepted, except where required by law. If you are outside the 30-day window and believe you have exceptional circumstances, please contact us at support@primepropel.co.uk and we will review your case on an individual basis. We are not obligated to accept late returns but will always try to find a fair resolution. ================================================================ 9. YOUR STATUTORY RIGHTS ================================================================ This policy does not affect your statutory rights as a UK consumer. Under the following UK legislation, you may have additional rights: → Consumer Rights Act 2015 Products must be of satisfactory quality, fit for purpose, and as described. → Consumer Contracts Regulations 2013 You have the right to cancel most online orders within 14 days of receiving them (cooling-off period), even if the product is unopened. Note: Food supplements opened for hygiene reasons may be exempt from this right. For more information on your legal rights, visit: www.citizensadvice.org.uk ================================================================ 10. CONTACT US ================================================================ For any questions regarding returns, refunds, or your order, please don't hesitate to contact us: 📧 Email: support@primepropel.co.uk 🕐 Response Time: Within 2 working days 🏢 Company: UK-Middle East Bridge Ltd 📋 Company Number: 15203244 🌐 Website: www.primepropel.co.uk We value every customer and aim to resolve all issues fairly, quickly, and professionally. ================================================================ PrimePropel — Quality Supplements, Trusted Service UK-Middle East Bridge Ltd | Company No: 15203244 ================================================================