If a product is faulty, please visit any Primark store to arrange a refund or exchange or if you have a query in relation to this, please contact our Customer Service Team here
Faulty items purchased via Click and Collect can also be returned to any Primark store.
Change of Mind
We are happy to refund or exchange any item within 28 days of purchase, provided the item is returned in a saleable condition with an original receipt.
If you are returning unwanted items purchased via Click and Collect please return these items to any Click + Collect store for a refund. Click and Collect stores can be found here.
We will offer an exchange if the item is returned with a gift receipt.
All refunds will be issued in accordance with your original payment method. If you are not in possession of the credit/ debit card used to make the purchase then an exchange may be offered.
We do not offer refunds or exchanges on briefs or boxers (including sets), piercing jewellery, opened or unsealed health and beauty products, gift cards (including digital and third party gift cards), face masks or swimwear where the hygiene seal is not intact.
This does not affect your statutory rights.
Please note Primark does not offer postal exchanges or refunds for non faulty items or items bought instore.
In the event that you have purchased a faulty item please visit your nearest store.
Products purchased on or after 17th October 2023 can be returned for a refund or exchange , provided the item is returned in a saleable condition with an original receipt until 31st January 2024.
For further terms and conditions see full policy below.
Can I get a refund or exchange on an item without a receipt?
To obtain a refund or exchange a till receipt is needed, the item must be in a saleable condition with all tags attached and it must be within 28 days of purchase. You will find the latest date that you can return an item on your till receipt.
If you purchased items via Click and Collect your digital receipt will suffice.
Can I return underwear for an exchange or refund?
Due to hygiene reasons underwear cannot be returned. Of course, if there is a manufacturing fault with your garment you are welcome to the return the items back to store for a full refund.
Do I need a receipt to return a faulty item?
If an item is found to have a manufacturing fault no receipt is needed, and a full refund or exchange can be obtained in our stores.
How long will it take for a refund to go back on my bank card?
Any funds due should appear on your bank account statement with 5-10 working days. Please note that refund times are dictated by the card issuers and are outside our control.