PrimePatio
Returns and refunds
Sending something back to us
What to do if you have changed your mind about an order, or if the item you took in at the door has gone wrong. Written for goods bought from PrimePatio DIY and paid for in cash on the step.
Last updated 10 September 2026Who you are dealing with
The seller is FLOFUM, S.L., registered in Spain under CIF B75621250 at Calle Parcerisa 13, Local 1, 08014 Barcelona, Spain, trading as PrimePatio DIY. This policy covers patio, terrace and outdoor living goods ordered through primepatio-diy.com and delivered to a street address in one of the 27 EU member states.
One point shapes the rest of the page. Every order is paid in cash at the door, so there is no card and no balance for us to reverse. Money owed back to you travels as a bank transfer.
Two separate rights, and they work differently.
Changed your mind. 14 days from delivery to withdraw, no reason required. The item comes back in a condition we can resell, and you cover the cost of sending it.
It is faulty. That is the two year conformity cover, which runs alongside the 14 days and is not limited by them. We pay the carriage both ways, and you get a repair, a replacement or your money back.
Refusing the parcel at the door
The tidiest return never leaves your doorstep. Open the box while the driver is with you. Wrong model, crushed corner, or second thoughts on the step, and you can refuse the delivery and hand it straight back. No money has changed hands, so nothing is owed by either side and the parcel goes back on the same run. Email support@primepatio-diy.com afterwards so we can close the order.
The 14 day withdrawal period
Under EU distance selling law you may withdraw from the purchase within 14 days beginning the day after the goods reach you, without justifying the decision. Where an order arrives in more than one consignment, the 14 days start when the final parcel is delivered.
Tell us inside that window and you then have a further 14 days to send the goods back. The deadline is met by the date you send them, not the date they reach our depot, so keep the proof of posting.
Starting a return
There is no online form and no account to log into. It all runs through email.
- Write to support@primepatio-diy.com with your order reference, the name the delivery was made to and the delivery address.
- List the items coming back and say whether this is a change of mind or a fault. For a fault, attach two or three photographs and describe what the item fails to do.
- We reply with a return reference and the address the goods go to, usually the same working day and normally within two.
- Mark that reference on the outside of the parcel. Returns without one still get processed, they just sit in the goods-in bay while we work out whose they are.
The condition goods come back in
Handle an item the way you would handle it in a shop: unpack it, look it over, check the fit and the finish. Putting a season of use into it is a different matter. Where the value has dropped because of handling that went past a reasonable inspection, we may reduce the refund, and that figure is put to you first. Think of a grinder run through a whole job, a sprayer sent back with paint dried in the tank, or a welder whose leads have been cut to length. Keep the packaging where you can, with any manuals and fixings.
Who pays the carriage
| Reason for the return | Cost of return carriage | Collection arranged by |
|---|---|---|
| Change of mind inside 14 days | You | You, by any tracked service |
| Wrong item picked or sent | Us | Us |
| Damaged before it reached you | Us | Us |
| Fault inside the two year cover | Us | Us |
Where the cost falls to you, use a tracked service. Until the goods are back with us they remain your responsibility, and a parcel nobody can trace is a parcel we cannot refund.
How the money reaches you
Cash handed to a driver cannot be pushed back down the route it came in on, so we refund by bank transfer into an account you nominate. Once the return is confirmed we ask by email for the account holder name and the IBAN. Those details are used for that single transfer and are deleted once it clears.
The transfer goes out within 14 days of the goods reaching us, or of you giving us proof of dispatch, whichever comes first. How long it then takes to show depends on your bank, generally one to three working days inside the EU. A change of mind refund covers the price of the goods plus the delivery charge that was built into the cash total you handed to the driver. We cannot pay a third party account, and we do not issue vouchers or store credit.
Faulty goods and the two year cover
Every item carries two years of statutory conformity cover from the date of delivery, as EU consumer law requires. That right is separate from the 14 day withdrawal period and stays with you long after those 14 days have run out.
A fault appearing in the first 12 months is taken to have been present at delivery unless its nature says otherwise. After that we may ask how the item was installed and used. The first step is normally a repair or a replacement. Where a repair is impractical, would take an unreasonable length of time, or has already failed, you can ask for a price reduction or your money back. None of this cuts across the statutory rights you hold in your own country.
What sits outside this policy
- Items cut, built or specified to measurements you supplied.
- Damage caused by misuse, by incorrect fitting, or by an alteration made after delivery.
- Parts that wear out in normal service, such as sanding belts, abrasive discs, lamps and gas cartridges.
- Storm, frost or water damage to equipment left outdoors against the instructions supplied with it.
- Goods bought from anyone other than PrimePatio DIY, including items resold to you second hand.
If we cannot settle it between us
Write to support@primepatio-diy.com and have the return looked at again. Quote the reference and say plainly what outcome you want. If you are still not satisfied, the consumer protection authority in your own country can take the matter up. One last point: nobody here will ever request card details to process a refund, because we hold no facility to take or return a card payment. Treat any such request as fraudulent and report it to us.