Questions, answered properly

You send a message through the contact page. Tell us the item, how many you want and the address the parcel has to reach. A phone number speeds things up, because confirming by voice takes a minute and confirming by email can take a morning.

That message is a request for a price, not a purchase. No field on this website accepts a card number, so there is nothing to pay and nothing to reverse. You are tied to nothing until the box is standing in front of you and you decide to keep it.

No. There is no login, no password and no saved profile anywhere on primepatio-diy.com. We keep your name, delivery address and contact details for as long as the order and the returns window are live, and that is the extent of it. The detail sits in the privacy policy.

Normally within one working day. The reply confirms three things: that the item is in stock, the exact total to the last cent, and the delivery window for your address.

If something you asked for has run out, we say so on that call. We do not send a similar item and hope you accept it at the door.

Yes, and it costs nothing either way. Ring or email before the courier collects and we amend the list or cancel it outright. Since no money has moved, there is no refund to chase and no cancellation charge to argue over.

If the parcel has already left the warehouse, turn it away at the door. It travels back to us and you owe nothing.

All 27 member states of the European Union, to a street address. Houses, flats and business premises are all fine, provided somebody is there to take the parcel and hand over the money. We do not ship beyond the EU, and we cannot serve an address the courier is unable to reach by road.

That depends on the country and on the size of the item. A grinder or a paint sprayer travels as a normal parcel. A welding machine is heavier and goes on a different service, so it takes longer to route.

The window for your address is given on the confirmation call, before you agree to anything. A tracking reference follows by email once the courier has the box. If a delay happens after dispatch, we ring you rather than leave you to notice. Country by country detail is set out in the delivery terms.

No. Cash has to pass from one pair of hands to another, and a locker has no hands. The same applies to PO boxes and unattended pickup shops. A workplace address works well if a colleague is allowed to accept the parcel and pay for it.

The courier leaves a card and tries again, usually on the next working day, and most carriers let you rearrange the slot from the tracking link. Missing a delivery costs you nothing, because nothing has been paid.

If every attempt fails, the parcel returns to our warehouse and the order simply closes. You are not billed for the wasted journey.

No, and the honest reason is that we have no way to take one. FLOFUM, S.L. holds no card terminal and runs no payment gateway, so a card cannot be processed on this website, over the phone or on your doorstep. Our drivers carry no card reader. PayPal and bank transfer are not available either.

Cash to the courier is the single method this business accepts. If that does not suit you, better to know now than to find out on the step.

Because we read it to you first. On the confirmation call you are given one figure, goods and delivery combined, and we put it in writing by email if you want something to hold up at the door.

The driver collects that figure and nothing else. There is no doorstep adjustment, no cash handling fee, no fuel surcharge and no rounding up. If anyone ever asks for more than the amount you were quoted, refuse the parcel and email us at support@primepatio-diy.com.

The local currency of the delivery country. Euro across the eurozone, and the national currency elsewhere, the Polish zloty or the Czech koruna for instance. The conversion is done and confirmed before the parcel is dispatched, so the figure you are told is the figure you hand over.

Drivers carry very little change. Bring notes as close to the total as you can.

Two things. The courier gives you a receipt or a signed docket for the cash at the door, and we email an invoice issued by FLOFUM, S.L., CIF B75621250, carrying your order reference.

Keep either one. Either is enough to open a return or a warranty claim later.

It was not. Nobody at PrimePatio DIY will ever ask you for a deposit, a card number, a bank transfer or a payment link ahead of the parcel arriving. Not by phone, not by email, not by text message.

If you get a call like that, end it and report the number to support@primepatio-diy.com. It is fraud, and telling us helps the next person on the list.

14 days from the day the parcel is delivered. No reason is required and none will be asked for. Tell us inside those 14 days by email, and we send you the return address along with the reference to mark on the box. The full wording is in the returns policy.

If the item is faulty, arrived damaged or is not what was agreed on the call, we cover the cost and book the collection ourselves.

If you have changed your mind, the journey back is at your expense, which is the standard position under EU distance selling rules. We tell you which of the two applies before you post anything, so no surprise bill turns up afterwards.

By bank transfer to an account in your own name. There is no card payment to reverse, so we ask you for the account details in writing once the return is agreed.

The money goes out within 14 days of the goods reaching our warehouse, or of you showing proof that they were sent back, whichever happens first.

Every item we send carries the two year statutory conformity cover that applies across the EU. It covers faults that were already present when the goods were handed over: a burner that will not light, a motor that gives up, a seam that opens under normal use, a solar panel that never charges.

It does not cover ordinary wear, storm damage, rust from leaving a steel bowl full of rainwater all winter, consumables such as sanding belts and lamps, or any item altered after delivery. Send photographs with the claim and it moves a good deal faster.

It helps, but it is not a condition of return. What matters is that the item comes back complete, with its fixings, manual, guard or spark screen, packed well enough to survive the trip.

Handling it enough to judge whether it suits you is expected and fine. Bolting a heater together in the garden and running it for a fortnight is a different matter, and we may reduce the refund to reflect the state it comes back in.