Primark Stores Limited – Click + Collect Terms and Conditions

Where to find information about us and our products

You can find everything you need to know about us, Primark Stores Limited, and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email, SMS or in your online account.

When you buy from us you are agreeing that:

  • We only accept orders when we've checked them.

  • We may reject your order.

  • We charge you when we supply your product.

  • We pass on some increases in VAT.

  • We're not responsible for delays outside our control.

  • Products can vary slightly from their pictures.

  • You have a legal right to change your mind.

  • You have rights if there is something wrong with your product.

  • We can change products and these terms.

  • We can end our contract with you.

  • We don't compensate you for all losses caused by us or our products.

  • We use your personal data as set out in our Privacy Notice.

  • You have several options for resolving disputes with us.

  • Other important terms apply to our contract.

We only accept orders when we've checked them

We will contact you to confirm we've received your order. We accept your order when we dispatch the product(s) and contact you to confirm the products have been dispatched.

We may reject your order

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we dispatch your product

We charge you for your order when we dispatch your product. You will own your product once we have received payment in full.

Please note that we do not currently accept Primark eGift cards as a form of payment for products purchased online via our Click + Collect service.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

If you are a business customer and you require a VAT receipt, please contact our Customer Service Team.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as if there is a fire at our warehouse, we will contact you as soon as possible to let you know and will do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for, but not received.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing and its packaging may be slightly different.

You have a legal right to change your mind

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions which are set out below.

When you can't change your mind. You can't change your mind about an order for:

  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and

  • goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind and returning products to us. If you change your mind about a product you must let us know and return the product to us no later than 28 days after the day you or your nominated representative collect it in-store.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team, fill in a print out of the form at the end of these terms and post it to us at Primark Stores Limited, Plot 1400, Argosy Way, Magna Park, Lutterworth, LE17 4XN or simply return the product(s) to us in-store or by post.

You have to return the product at your own cost. Returns are at your own cost. You can:

  • bring the product to one of our Click + Collect stores (find the one nearest to you or contact our Customer Service Team. You will need your email receipt and the card you paid with; or

  • send the product back to us by post to Primark, Plot 1400, Argosy Way, Magna Park, Lutterworth, LE17 4XN .

For more help with returns, see our Refund & Exchanges page or contact our Customer Service Team.

You are responsible for the costs of returns. We don't refund any costs you have paid to return products to us by post.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", if price tags have been removed, if the product-branded packaging is damaged or if accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.

When and how we refund you. If you tell us you've changed your mind about a product that you haven't collected from us in-store, we will refund you as soon as possible and within 14 days. If you're sending your product back to us by post, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). If you're returning your product to one of our Click + Collect stores, we refund you in-store at the time we receive the product from you. We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

We can change products and these terms

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements, for example, to reflect changes in product packaging or health and safety laws; and

  • to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.

We can always make minor changes to these terms.

Changes we can only make if we give you notice and an option to terminate. We can also make more significant changes to the product or these terms, but if we do so we'll notify you by email and you can then contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any products you've paid for, but not received.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

  • you don't, within a reasonable time, collect the product from us. If you don't collect the product from us within 6 days of your nominated collection date, then we treat your order as cancelled and refund the purchase price; or

  • we have to withdraw the product(s) you have ordered for any reason, including as a result of a product recall.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (which means, in the law, the loss was unforeseeable).

  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside of our control.

  • Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice.

You have several options for resolving disputes with us

Customer Service. Our Customer Service Team will do their best to resolve any problems you have with us or our products.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

Transferring your contract with us. You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

We may update these terms from time to time. These terms may have changed since you last reviewed them. Every time you place an order for products on our website, please check these terms to ensure you understand the terms that apply at that time.

MODEL CANCELLATION FORM

(Complete and return this form only if you wish to withdraw from the contract)

To

Primark

Plot 1400

Argosy Way

Magna Park

Lutterworth

LE17 4XN

help.uk@help.primark.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

© Crown copyright 2013.

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