Refund policy
Unused appliances, back within 30 days, in the packaging they arrived in — full refund. Nothing in this policy limits your statutory rights under UK consumer law.
Your statutory right to cancel
Because you are buying at a distance, the Consumer Contracts Regulations 2013 give you 14 days from the day the order arrives to cancel it, for any reason or none, and a further 14 days to send it back. You do not have to explain yourself and you do not need our agreement.
Our own 30-day window below is longer and easier to use, so in practice most people use that. It sits on top of the statutory right — it does not replace it, and nothing on this page limits it.
To cancel under the Regulations, email support@Lunwick.shop and say so, or use the form at the foot of this page. We refund within 14 days of the goods coming back to us, including the standard outbound delivery you paid.
Our 30-day return window
You have 30 days from delivery to tell us you want to return something. We ask for it back in a condition we could reasonably sell it in again:
- unused, or used only as far as you would have been able to in a shop — plugging a kettle in to check it works is fine, descaling it after a fortnight is not;
- with all accessories, filters, baskets, blades, batteries, hoses and manuals that came in the box;
- in the original packaging where you still have it. Appliances travel badly without it, and a unit that arrives back damaged is one we cannot refund in full;
- with any protective film still on the parts you have not needed to use.
Larger items — cookers, fridge freezers, washer dryers, chest freezers and sheds — need to be collected rather than posted. Email us and we will book it; do not send a pallet item back through a parcel carrier.
How to start a return
Email support@Lunwick.shop with your order number and which item you are sending back. You will get a reply within one working day with the return address and, for anything too large to post, a collection slot.
Who pays the carriage. If the appliance is faulty, damaged in transit, not what was described, or you are cancelling under the Regulations above, we pay — and we refund the standard outbound delivery you paid as well. If you have simply changed your mind outside those cases, the return carriage is yours. We will always tell you the cost before anything is booked, so nothing is a surprise.
Refunds
We inspect on arrival and refund to the original payment method within five working days of the return reaching us and passing that check. Your bank then takes its own time to show it — typically another 3–10 working days.
Where an appliance comes back visibly used beyond checking it, or missing parts, we may reduce the refund to reflect that. We will email you the reason and the figure before we process it, and you can have the item sent back to you instead if you would rather.
Faulty, damaged or wrong on arrival
Check the outside of the box before you sign for anything large. If it is visibly damaged, note that with the driver — it makes the claim straightforward.
Tell us within 48 hours of delivery if an appliance arrives damaged, dead, or is not the item you ordered, and send a photograph of the fault and the packaging. We will replace it or refund it in full, including carriage both ways, and we will not ask you to deal with the manufacturer.
That 48-hour window is how quickly we can act on a transit claim with the carrier. It is not a limit on your rights: under the Consumer Rights Act 2015 you have 30 days to reject goods that are not of satisfactory quality, and up to 6 years to bring a claim. Tell us late and we will still put it right — we just may have to do it through the manufacturer's warranty rather than the carrier.
Warranty
Appliances are covered by the manufacturer's own warranty where one is supplied, and the length of that varies by product — it is stated in the box and, where the manufacturer publishes it, on the listing. We do not add a blanket guarantee of our own on top, because a promise we made up would be worth less than the one that comes with the machine.
Your legal rights run alongside it and last longer than most warranties. If something fails and you are not sure who to talk to, email us first.
Exchanges
We do not swap one appliance for another directly — returning the first and ordering the second is faster and it keeps the refund clean. If the replacement is out of stock we will tell you before you send anything back.
Things we cannot take back
- consumables that have been opened, such as coffee beans, pods, water filters and descaler, unless they are faulty;
- appliances that have been installed, plumbed in or hard-wired, unless they are faulty — a dishwasher that has been connected has been used;
- anything that has been modified, or damaged by misuse, by using the wrong voltage, or by a repair somebody else attempted.
Model cancellation form
You do not have to use this form — an email saying you are cancelling is enough — but the Regulations require us to provide it, so here it is.
To Prime Appliances, 20-26 Aberdeen Park, London N5 2BJ, Royaume-Uni, support@Lunwick.shop:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on: ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Signature of consumer (only if this form is notified on paper): ____________________
Date: ____________________
Talk to us first
Most of what looks like a fault on a new appliance is a setting, a transit lock still fitted, or a filter that has not been seated. Email support@Lunwick.shop before you box it up — we will usually know within one reply, and if it is genuinely faulty we will say so and arrange the collection ourselves.