Refund policy

Last updated: 21 October 2026

At Premium E Mart, we want you to love your order. If something isn’t right, we’re here to help. This policy doesn’t affect your statutory rights under UK consumer law.

1. Changed Your Mind? 14-Day Returns

You can cancel your order for any reason within 14 days of receiving it. Let us know at premiumdecor61@gmail.com, then return the item within 14 days of telling us.

To be accepted, items must be:

• Unused and in their original condition

• In their original packaging, with any tags and seals intact

• Returned with your order number

2. Items We Can’t Accept Back

For health and hygiene reasons, we can’t accept change-of-mind returns on:

• Cosmetics, skincare, haircare and beauty products (such as lip products, foundation, face masks and hair treatments) once the seal, wrapping or packaging has been opened

• Earrings and pierced jewellery, once removed from their packaging

• Personalised or custom-made items

This doesn’t apply if the item is faulty. See section 3.

3. Faulty, Damaged or Wrong Items

If your item arrives damaged, is faulty or isn’t what you ordered:

• Contact us within 48 hours of delivery if possible, with your order number and photos of the problem

• You’re entitled to a full refund within 30 days of delivery, or a repair or replacement after that, under the Consumer Rights Act 2015

• We’ll cover the return postage for faulty, damaged or incorrect items

4. How to Return an Item

1. Email premiumdecor61@gmail.com with your order number, the item you’re returning and the reason.

2. We’ll reply within 2 working days with our returns address and instructions.

3. Pack the item securely and send it back. We recommend a tracked service, as we can’t be responsible for returns lost in transit.

Please don’t send items back without contacting us first.

5. Return Postage Costs

• Change of mind: You pay the return postage.

• Faulty, damaged or wrong item: We pay. We’ll refund your postage or send you a prepaid label.

6. Refunds

Once we receive and inspect your return, we’ll email you to confirm. Approved refunds are made to your original payment method within 14 days of us receiving the item.

• Standard Delivery: For a full order cancellation within 14 days, we’ll also refund the standard delivery charge you paid. If you chose a premium delivery option, we’ll refund the cost of standard delivery only.

• Item Value: If a returned item has been used or damaged beyond what’s needed to inspect it, we may reduce the refund to reflect its lower value.

• Klarna Orders: We’ll refund Klarna, and Klarna will update your payment plan.

Please allow 3 to 10 working days for your bank to process the refund.

7. Exchanges

The quickest way to get a different size, shade or item is to return the original for a refund and place a new order.

8. Late or Missing Refunds

If you haven’t received your refund after 10 working days, first check with your bank or card provider. If it still hasn’t arrived, email us and we’ll look into it.

9. Christmas Returns

Orders placed between 1 November and 24 December 2026 can be returned until 15 January 2027, so gifts can be returned after Christmas. All other conditions above still apply.

10. Contact Us

Premium E Mart

27 Uxbridge Road, Room 321

Hayes, UB4 0UG, United Kingdom

Email: premiumdecor61@gmail.com

Phone: +44 7460 621462