Refund policy
We want you to be happy with your Prime Knee brace. If you're not, we'll make it right.
Our 60-day guarantee
You have 60 days from the day your order is delivered to request a refund or an exchange, for any reason. You don't need to explain yourself.
How to request a refund or exchange
Email support@primeknee.com with:
- Your order number
- Whether you'd like a refund or a size exchange
- A photo of the item (this helps us improve our sizing, and it's how we process your request quickly)
We reply within one business day.
Refunds
Once your request is approved, we refund the full purchase price to your original payment method. Refunds are processed within 2 business days of approval. Your bank or card issuer may take a further 5–10 business days to show the money in your account — that part is outside our control.
In most cases you will not need to send the item back to us. Return postage on an item of this value usually costs more than the item itself, so we'd rather refund you and save you the trip to the post office. If we do need the item returned, we'll tell you when you contact us and we'll cover the postage.
[SWAP THIS PARAGRAPH IF YOU CHOSE OPTION B:] To return an item, email us first for a return authorisation. Once approved, send the item to [RETURN ADDRESS]. Items must be in their original condition. Return shipping is [paid by you / paid by us — pick one]. We'll process your refund within 2 business days of the item arriving.
Size exchanges
Got the wrong size? Email us and we'll ship the correct size at no charge. You don't pay shipping either way, and you don't need to send the original back.
Sizing a knee brace online is genuinely hard, and we'd rather absorb that cost than have you stuck with something that doesn't fit.
Items we can't refund
- Requests made more than 60 days after delivery
- Items damaged through misuse rather than a manufacturing fault
- Free gifts and promotional items
Order cancellations
If you need to cancel, email us as soon as possible. If your order hasn't been dispatched yet, we'll cancel it and refund you in full. Once it's shipped we can't cancel it — but your 60-day guarantee still applies, so you can request a refund when it arrives.
If your order arrives damaged or faulty
Email support@primeknee.com within 30 days of delivery with a photo. We'll send a replacement or refund you in full, your choice. You will not be asked to return a faulty item.
Your legal rights
This policy sits alongside your statutory consumer rights and does not replace them. Customers in the United Kingdom have a legal right to cancel within 14 days of delivery under the Consumer Contracts Regulations; our 60-day guarantee is more generous, and you're free to use whichever suits you.
Contact
[LEGAL BUSINESS NAME] [BUSINESS ADDRESS] Email: support@primeknee.com We reply within one business day.