Refund and Returns

Introduction & Our Commitment

At Prime Caravan Breakers, we understand that buying caravan parts and accessories online can feel like a leap of faith. That is why we are committed to providing a clear, fair, and transparent returns process that protects both you and our business.

This policy applies to all purchases made through our website and sets out your rights when you change your mind, receive a faulty item, or need to return a part for any other reason. It is designed to comply with UK consumer law, including the Consumer Contracts Regulations 2023 and the Consumer Rights Act 2025 .

We want you to buy with confidence. If something isn’t right, we are here to help.

Your Statutory Rights – A Summary

As a UK consumer, you have legal rights that this policy never removes or restricts . You have the right to expect that any goods you purchase from us are of satisfactory quality, fit for purpose, and as described . If they are not, you are entitled to a remedy.

Your Right	What This Means
Short-Term Right to Reject (0–30 Days)	If your part is faulty or not as described, you have the right to reject it and claim a full refund within 30 days of receiving it .
Repair or Replacement (After 30 Days)	After 30 days, you are entitled to request a repair or replacement if a fault develops .
Final Right to Reject	If a repair or replacement is unsuccessful, you may be entitled to a price reduction or a final right to reject within the first six months .

“Change of Mind” Returns & Cooling-Off Period

Because you are buying online, you have the right to change your mind about a purchase, even if the item is not faulty .

14-Day Cooling-Off Period: You have the right to cancel your order within 14 days of receiving the goods . You do not need to provide a reason.
How to Cancel: To exercise this right, simply contact us via info@primecaravanbreakers.co.uk with your order number. You can also use the model cancellation form provided in this policy .
Returning the Item: Once you inform us of your cancellation, you have a further 14 days to return the goods to us .

Conditions for “Change of Mind” Returns

Items must be returned unused, clean, and undamaged.
They must be in their original packaging and include all accessories and instructions .
Do not write on or attach labels directly to the product packaging .
Return Postage: The cost of returning the goods in this scenario is your responsibility, as required by UK law .

Exclusions

The right to cancel does not apply to certain types of goods under the Consumer Contracts Regulations :

Custom or Personalised Items: Goods that have been made to your specific requirements or personalised cannot be returned unless they are faulty.
Goods that Deteriorate Quickly: Perishable or time-sensitive items are excluded.
Sealed Goods: Items that have been unsealed that cannot be returned for hygiene reasons (e.g., certain hygiene-related caravan parts).

Faulty or Incorrect Items

If you receive a part that is faulty, damaged in transit, or incorrect, we are very sorry. We will resolve this as quickly as possible.

Contact Us Immediately: Please contact us within 30 days of receiving the item .
Our Remedies: We will usually offer a repair, replacement, or a full refund. If the fault is confirmed, we will cover the cost of return postage .
Presumption of Fault: If a fault develops within the first six months of ownership, the law assumes the fault was present at the time of delivery. The burden is on us to prove otherwise .

Return Process & RMA Number

To ensure your return is processed quickly, you must follow our formal procedure:

Submit a Return Request: Contact us via info@primecaravanbreakers.co.uk or through the “Contact Us” page with your order number and the reason for return.
Receive an RMA Number: We will issue a Return Merchandise Authorisation (RMA) number for your parcel .
Prepare Your Parcel: Clearly display the RMA number on the outside of the package. Items returned without an RMA number may be refused or disposed of .
Send the Item: Return the item to the address we provide in your RMA email. Please keep proof of postage.

Processing Refunds & Deductions

Once we receive and inspect your return, we will process your refund:

Refund Timeline: We aim to process refunds within 7 working days of receiving the returned goods. We will issue the refund within 14 days of receiving the goods or proof of return, whichever is sooner .
Deductions: If you are returning a non-faulty item, we reserve the right to make a deduction for any diminished value caused by handling beyond what is necessary to inspect the goods . For example, if a part is returned scratched or damaged.
Return Postage Deduction: In the case of “change of mind” returns, the original delivery cost may be deducted from the refund, except where this is prohibited by law .
Restocking Fee: A handling charge of up to 15% may apply to non-faulty returns to cover administrative costs .

Business-to-Business (B2B) Sales

If you are a business customer purchasing in the course of your trade, different rules apply .

You have a 14-day cooling-off period to return goods without reason, but must notify us in writing.
Statutory Rights: Business customers have rights regarding the description, quality, and fitness of goods, but these are subject to the terms of our contract.
Restriction: Business customers are not considered “consumers” for the purposes of the Consumer Rights Act 2015, meaning the remedies described in Block 2 may not apply .