Refund policy

Return and refund policy

At Prime Velocity, operated by MAX INTERMEDIAÇÕES LIMITED, customer satisfaction is our highest priority. We strive to provide a clear and seamless shopping experience. Please read our Return and Refund Policy carefully to understand your rights and our procedures regarding cancellations, returns, and refunds under UK consumer law.

Order Cancellation & Right to Cancel

In accordance with the UK Consumer Contracts Regulations 2013, you have the right to cancel your contract and return your item(s) for any reason within 14 calendar days from the day you, or a third party indicated by you, receive the physical goods.

To exercise your right to cancel, you must notify us of your decision by providing a clear statement via email at primevelocityuk@outlook.com.

Return Conditions

To be eligible for a return and a full refund:

  • Items must be unused, in the same condition that you received them, and in their original packaging.

  • Items must include all original tags, user manuals, accessories, and promotional items.

  • You must provide a valid proof of purchase or order number.

Non-Returnable Items

Certain types of goods cannot be returned for health protection, hygiene, or safety reasons:

  • Sealed goods that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.

  • Personalised, custom-made, or bespoke products.

  • Perishable goods or items subject to rapid deterioration.

Return Process

  1. Contact Support: Email our customer care team at suport primevelocityuk@outlook.com with your order number and the reason for your return.

  2. Authorization & Instructions: Our team will review your request and provide you with return instructions and the designated return shipping address.

  3. Dispatch the Parcel: Pack the item securely and ship it back using a trackable courier service.

Note: Unless the product is faulty, damaged, or incorrectly sent by us, you will be responsible for paying the direct shipping costs for returning your item. Return shipping fees are non-refundable.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon receipt. Under the Consumer Rights Act 2015, if you receive a product that is damaged during transit, defective, or incorrect:

  • Contact us immediately at primevelocityuk@outlook.com within 30 days of delivery.

  • Include clear photos or video evidence showing the fault or damage alongside your order number.

  • Upon verification, we will arrange a replacement or issue a full refund, including any standard delivery charges incurred.

Tracking & Delivery Expectations

  • Order Dispatch & Tracking: Every order is processed promptly. A tracking code is issued via email within 48 hours following purchase confirmation.

  • Delivery Timeframe: Total estimated delivery time across the United Kingdom is up to 15 calendar days. If your package has not arrived within this timeframe, please contact our support team.

Refunds

Once your return is received and inspected at our facility, we will send you an email notifying you of the approval or rejection of your refund:

  • Approved Refunds: If approved, your refund will be processed immediately. The payment will automatically be credited back to your original payment method via Shopify Payments.

  • Processing Time: Please allow 5 to 10 business days for the refund to reflect on your bank account or card statement, depending on your financial institution's processing times.

Contact Information

For any inquiries regarding returns, refunds, or orders, please reach out to our dedicated support team:

  • Trading Name: Prime Velocity

  • Legal Entity: MAX INTERMEDIAÇÕES LIMITED

  • Company Registration Number: 16852453

  • Registered Address: 90 YORK WY, POOLE, UNITED KINGDOM, N1 9AG

  • Email: primevelocityuk@outlook.com

  • Telephone: +44 7459 366582