Refund policy
Refund & Returns Policy
Last updated: 29/08/2026
At PRFRM 1, we want you to feel confident when purchasing our recovery technology products. This Refund & Returns Policy explains how cancellations, returns, refunds, exchanges and warranty issues are handled.
This policy applies to purchases made directly through prfrm1.co.uk.
For any return, refund or warranty enquiries, please contact:
Email: support@prfrm1.co.uk
Return address: [Insert return address]
Please do not send any products back to us without contacting us first and receiving return instructions.
1. Your Right To Cancel
If you are purchasing as a consumer online, you normally have the legal right to cancel your order within 14 days of receiving your goods without providing a reason.
If your order contains multiple products delivered on different dates, the cancellation period ends 14 days after you receive the final product.
To cancel your order, please contact:
support@prfrm1.co.uk
within 14 days of receiving your product.
Please include:
- Your full name
- Your order number
- The product you wish to cancel
- A clear statement confirming that you wish to cancel
After notifying us that you wish to cancel, you must return the product to us within 14 days.
You may also request to cancel an order before it has been dispatched.
Your statutory rights are not affected.
2. Change-Of-Mind Returns
PRFRM 1 does not offer an extended change-of-mind returns period beyond your statutory cancellation rights.
To return an unwanted product, you must:
- Notify us that you wish to cancel within 14 days of receiving the product.
- Return the product within 14 days after notifying us.
- Take reasonable care of the product while it is in your possession.
- Return all accessories, cables, controllers, stands, mounting components, manuals and included items.
- Provide proof of purchase or your order number.
You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and operation, in the same way that you could reasonably inspect it in a physical shop.
Products handled or used beyond what is reasonably necessary to inspect them may be subject to a deduction if their value has been reduced.
3. How To Start A Return
To request a return, please contact:
support@prfrm1.co.uk
Please include:
- Your full name
- Your order number
- The product being returned
- The reason for the return
- Photos or videos if the product is damaged or faulty
We will provide instructions explaining how and where to return your product.
Contacting us before returning the product helps us identify your return and process it correctly.
Products sent to an unauthorised address or returned without identifying information may experience processing delays.
4. Return Shipping Costs
For unwanted products, change-of-mind returns or cancellations after dispatch, you are responsible for the direct cost of returning the product to us.
Returned products should be sent using a tracked delivery service. For higher-value products, we strongly recommend using an insured delivery service that covers the full value of the product.
You are responsible for taking reasonable care of the product and protecting it appropriately until it has been safely received by PRFRM 1 or our nominated returns provider.
If a product is faulty, damaged on arrival, incorrect or not as described, we will cover reasonable return costs or provide an appropriate return method where required by law.
Please do not arrange or pay for a return before receiving instructions where you believe PRFRM 1 is responsible for the problem.
Original standard delivery charges will be refunded where required by law. Premium or upgraded delivery services will only be refunded up to the value of our least expensive standard delivery option.
5. Condition Of Returned Products
PRFRM 1 products must be returned safely and securely packaged.
Where reasonably possible, returned products should include all original components, including:
- Recovery device
- Power supply
- Charging cables
- Controllers
- Stands or mounting accessories
- Protective eyewear
- User guide
- Warranty documentation
- Original packaging
The absence of original packaging does not automatically remove your statutory right to cancel. However, you are responsible for packaging the product securely for its return.
We may make a reasonable deduction from your refund if the value of the product has been reduced because it was handled or used beyond what was necessary to inspect it.
This may include:
- Signs of use beyond reasonable inspection.
- Avoidable damage, marking, staining or contamination.
- Missing accessories or components.
- Unauthorised modification.
- Damage caused by inadequate return packaging.
- Packaging damaged beyond what was reasonably necessary to open and inspect the product.
Any deduction will reflect the actual reduction in value and will not be applied as a cancellation penalty.
6. Faulty, Damaged Or Incorrect Products
Please inspect your order when it arrives.
If your product arrives damaged, is faulty, is incorrectly supplied or is not as described, please contact us as soon as possible at:
support@prfrm1.co.uk
Please provide:
- Your order number
- Details of the issue
- Photos or videos showing the problem where possible
We will assess the issue and provide an appropriate remedy, which may include:
- Repair
- Replacement
- Price reduction
- Refund
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject faulty goods within 30 days of delivery.
This statutory right for faulty goods is separate from a change-of-mind return and is not an extended PRFRM 1 returns policy.
Your statutory consumer rights remain unaffected.
7. Products With Hygiene Seals
Certain wearable products may be supplied in sealed packaging for health-protection or hygiene reasons.
Where the legal requirements for the hygiene exception are met, the statutory right to cancel may not apply after the hygiene seal has been removed following delivery.
This may include a wearable skincare product such as PRFRM 1 SKIN where:
- The product was supplied with a clearly identifiable hygiene seal.
- The hygiene seal was intact when the product was delivered.
- The hygiene seal has subsequently been removed or broken.
This exception does not apply merely because a product has been described as a wearable product. It will only be relied upon where the applicable legal requirements have been met.
This does not affect your rights where a product is faulty, damaged, incorrect or not as described.
Products purchased through a third-party retailer must normally be returned to the retailer from which they were purchased. Your consumer rights against that retailer remain unaffected.
8. Exchanges
We do not offer automatic exchanges.
If you would like to purchase a different product, the quickest option is to:
- Return your original product by following the process above.
- Place a new order for the product you would like instead.
Where appropriate, we may offer an exchange at our discretion.
This does not affect any legal right you may have to a repair or replacement where a product is faulty or not as described.
9. Refunds
Once your return has been received, we will inspect it and confirm the outcome of your refund.
For a valid statutory cancellation, we will issue the refund without undue delay and no later than 14 days after:
- We receive the returned product; or
- You provide satisfactory evidence that the product has been returned,
whichever occurs first.
If the order was cancelled before dispatch, the refund will be issued without undue delay and no later than 14 days after we receive your cancellation request.
Refunds will normally be processed to the original payment method unless another method is expressly agreed.
You will not be charged an administration or refund fee for exercising a statutory right.
Please note that your bank, card provider or payment provider may require additional time to process and display the refund after it has been issued.
If you believe a refund is overdue, please contact:
support@prfrm1.co.uk
10. Delivery Charges
If you cancel your complete order within the statutory cancellation period, we will refund eligible standard outbound delivery charges where required by law.
If you selected a premium or upgraded delivery service, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.
Return shipping costs for unwanted products remain your responsibility unless PRFRM 1 has agreed otherwise or the product is faulty, damaged, incorrect or not as described.
11. Sale And Promotional Products
Sale and promotional products remain subject to the same statutory consumer rights as full-price products.
A reduced price does not remove your right to cancel an eligible online purchase within the statutory cancellation period.
If a product is faulty, damaged, incorrectly supplied or not as described, your statutory rights continue to apply.
12. Warranty Claims
PRFRM 1 products include the following manufacturer warranty periods:
- PRFRM 1 CORE: 3-year warranty
- PRFRM 1 BEAM: 3-year warranty
- PRFRM 1 DESK: 3-year warranty
- PRFRM 1 FLOW: 3-year warranty
- PRFRM 1 SKIN: 1-year warranty
If your product develops a fault outside the initial returns period, please contact:
support@prfrm1.co.uk
Please include:
- Your order number
- Product model
- Description of the issue
- Photos or videos where helpful
Warranty coverage does not normally include:
- Accidental damage
- Misuse or use contrary to the supplied instructions
- Water damage
- Unauthorised repairs or modifications
- Damage caused by incorrect installation or an unsuitable power supply
- Normal wear and tear
A manufacturer warranty is provided in addition to your statutory consumer rights and does not replace or restrict those rights.
13. Business Purchases
The statutory cancellation rights described in this policy apply to consumers purchasing wholly or mainly outside their trade, business, craft or profession.
Different return and cancellation terms may apply to purchases made wholly or mainly for business purposes.
14. Contact Us
If you have any questions about returns, refunds or warranties, please contact:
PRFRM 1
Email: support@prfrm1.co.uk
Return address: [Insert return address]
[Insert legal company name] is responsible for processing customer orders and handling customer enquiries.
