Customer Returns and Refunds

Change-of-mind returns

We are happy to accept change-of-mind returns for orders placed within the previous 30 days. Returned goods must be in the same condition as when they were dispatched, unused, and complete with all accessories and original packaging where applicable.

We cannot accept returns for items that have been installed or modified in any way. Once an item has been installed or altered, it is deemed accepted by the buyer, and the right to return is waived. This applies even if the product appears unused or complete, because we cannot resell installed or modified items as new.

Faulty or damaged items

If you believe an item is faulty or has been damaged in transit, please contact us as soon as possible so we can resolve the issue for you.

For damaged items, we ask that you notify us within 7 days of delivery. Damage reported outside this timeframe may not be accepted, as the goods are deemed to have had sufficient time to be checked after receipt.

Packaging and transit responsibility

All returned goods must be packaged carefully to avoid damage during transit. Please ensure that original product boxes are not damaged or soiled during return packaging. For example, do not wrap tape directly around the product box, as this can damage the packaging and prevent resale.

Fragile items, including glass and china products, must be especially well protected.

Please note that items returned to us are the responsibility of the sender until they arrive safely. If a return is lost or damaged in transit, we will not be able to issue a refund. In such cases, you would need to make a claim directly with the courier. For this reason, we strongly recommend using a tracked and insured service for higher-value items.

We recommend using a signed-for service. For heavier parcels over 2kg, services such as Parcel2Go may offer more cost-effective options than the Post Office.

Return identification

Please include your order number in the parcel to help us quickly identify your return and process your refund.

Return address

PCS Online Sales Returns
Premier Contract Supplies
Premier House
3 Eelmoor Road
Farnborough
Hampshire
GU14 7QN

Return costs and refunds

Unless otherwise agreed, return postage costs are the customer's responsibility.

Once your return has been received and checked by our warehouse team, we will refund the value of the item(s) returned.

If your entire order is returned, your original standard delivery charge will also be refunded. If only part of an order is returned, the original delivery charge will not be refunded.

If you selected a premium or upgraded delivery service, only the cost of our standard £6.99 delivery service will be refunded. Any additional charges paid for faster or upgraded delivery options are non-refundable for change-of-mind returns.

Oversized and specialist courier returns

For orders containing oversized items or products delivered via a specialist courier, such as pallet deliveries, change-of-mind returns must be arranged at the customer’s expense. You may use your own transport company to return these goods.

Please note that returning palletised goods is often more expensive than the delivery charge paid at checkout.

In some cases, we may be able to offer a collection service, depending on location and item type. Collection charges for change-of-mind returns typically start from £50 and vary based on the courier and service required. Any collection charges will always be quoted at cost price before being arranged.

If a specialist courier was used for the original delivery and the return is due to a change of mind, the original delivery charge will not be refunded.

Click HERE for a PDF guide to making a 'change of mind' return of your order.