Refund policy
Returns & Money-Back Guarantee Policy
(B2B – UK, EU, USA & Rest of World)
Business-to-Business Sales
All sales are made on a business-to-business (B2B) basis.
By placing an order, you confirm that you are purchasing in the course of business, trade, or profession. Consumer cooling-off or change-of-mind rights do not apply to B2B transactions.
Our Money-Back Guarantee
We want our customers to purchase with confidence and to end up with equipment that genuinely works for their setup.
Our Money-Back Guarantee is designed to be fair, practical, and supportive, allowing customers to confirm suitability while recognising that our equipment is professional, high-value, and not intended as short-term hire.
The guarantee applies through two return routes, outlined below.
1. Unused Products
Unused products may be returned under the Money-Back Guarantee where:
- The return request is made within 7 days of delivery
- The product is unused, unpowered, and uninstalled
- No mounting, rigging, or testing has taken place
- All original packaging, accessories, manuals, and protective materials are included
- The product is in as-new, resaleable condition
Where these conditions are met, a full refund will be issued following inspection
(excluding original shipping, duties, taxes, and import fees). A restocking fee of up to 15% will be deducted to cover our costs (original shipping and non-refundable credit card fees issued by the credit card company).
2. Evaluation-Tested Products
We understand that some professional equipment needs to be briefly tested to confirm fit, clearance, or compatibility with an existing camera or rig.
For this reason, we may accept returns after one-time evaluation testing, provided the conditions below are met.
Conditions for Evaluation-Tested Returns
- The return request is made within 7 days of delivery
- Testing was limited to a single, short evaluation
- Testing was solely to confirm physical fit or basic operation
- The product was not used on a shoot, production, rehearsal, or live environment
- The product remains in excellent condition, with no wear or damage
- All original packaging and accessories are returned
- A clear professional reason is provided explaining why the product is unsuitable
- All evaluation-tested returns are inspected and function-checked on receipt.
Our Solution-First Approach
Before approving an evaluation-tested return, we will always aim to help by:
- Confirming setup or configuration
- Advising on alternative mounting or accessories
- Suggesting adjustments or compatible options
- In many cases, a small change resolves the issue quickly and avoids the need for a return.
If no practical solution exists, we will of course proceed with the return.
What Evaluation Testing Does Not Include
Evaluation testing does not include:
- Use on paid or unpaid shoots
- Production, rehearsal, or test days
- Extended or repeated operation
- Client-facing or live environments
Where use exceeds evaluation testing, the return may be declined or accepted with a reasonable deduction for loss of value.
Faulty or Defective Equipment
If your product develops a genuine manufacturing fault, we will put it right.
Depending on the issue, this may involve:
- Remote diagnosis and support
- Replacement parts or components
- Repair of the unit
- Replacement of the unit where appropriate
Our aim is always to get you operational as quickly as possible. Refunds are considered only where repair or replacement is not feasible.
Damage, Misuse & Wear
Returns are not accepted for issues arising from:
- Incorrect installation or use
- Physical damage, impact, or liquid ingress
- Modifications or unauthorised repairs
- Normal wear resulting from professional use
Where damage is identified, we will advise on repair options.
Return Authorisation
All returns must be authorised in advance.
Please contact us before returning any item:
support@primelightdesign.co.uk
Include:
- Order number
- Reason for return or incompatibility
- Photos or video where helpful
Unauthorised returns may be refused. The postal addresses on this site or shipping notes will not accept unauthorised returns.
Refund Processing
Where a refund is approved:
- Refunds are issued to the original payment method
- Original shipping costs, duties, taxes, and import fees are non-refundable
- A restocking fee of up to 15% will be deducted to cover our costs (original shipping and non-refundable credit card fees issued by the credit card company).
- Customers are responsible for return shipping unless the item is confirmed faulty
- Refunds are processed after inspection and approval
Regional Applicability
This policy applies to business customers in the UK, European Union, United States, and Rest of World (ROW).
Local statutory rights relating to faulty goods may apply. No consumer cooling-off or change-of-mind rights apply to B2B transactions.
Our Commitment
We aim to be easy to work with, transparent, and supportive of professional users.
Our Money-Back Guarantee exists to ensure the right equipment ends up in the right hands - not to operate as a free trial or hire service. Respectful use of this policy allows us to continue designing, manufacturing, and supporting specialist equipment to a professional standard.
Thank you for supporting independent manufacturing.