Where to find information about us and our products

You can find everything you need to know about us, Prime Hydration UK Ltd, and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

Who we are. We are Prime Hydration UK Limited, a company registered in England and Wales. Our company registration number is 13862601 and our registered office is at 6th Floor, 60 Gracechurch Street, London, United Kingdom, EC3V 0HR. Our registered VAT number is GB406495293.

When you buy from us you are agreeing to the following terms:

We only accept orders when we've checked them

We contact you by email to confirm we've received your order and to confirm we've accepted it.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our UK delivery areas as stated on our website, because we consider you have ordered more than the permitted quantity of products that can be ordered as stated on our website, because we consider that we have not been provided with full and accurate information or we suspect dishonesty or fraud, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

You will own your product once we have received payment in full.

You become responsible for the products on delivery. The goods will be your responsibility from the time we deliver the product to the address you provided at checkout.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team contact@drinkprime.uk at end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we have already incurred.

Products can vary slightly from their pictures

The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours and features accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

You have a legal right to change your mind:

Your legal right to change your mind. If you buy Prime drinks online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for products where they have been opened after you received them.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you have changed your mind, contact our Customer Service Team, contact@drinkprime.uk, or fill out our Cancellation Form and send it to us as shown on the form. We will then provide you with a return label.

You have to return the product . You have to return your product to us within 14 days of your telling us you have changed your mind. You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, see our Return Policy or contact our Customer Service Team, contact@drinkprime.uk.

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed or the product packaging or labelling is damaged. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: contact@drinkprime.uk can advise you on whether we're likely to reduce your refund.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product:

If you think there is something wrong with your product, you must contact our Customer Service Team, contact@drinkprime.uk, so arrangements can be made for the product to be returned to us and a refund offered if the product is defective. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get a refund.

Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

We can change products and these terms:

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements, such as labelling or ingredient requirements;
  • to make minor technical adjustments and improvements. These are changes that don't affect your use of the product and include such things as package redesigns and minor and immaterial changes to recipes.

Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team: contact@drinkprime.uk to end the contract before the change takes effect and receive a refund for any products you've paid for, but not received. The types of changes which would give you the right to terminate the contract are:

  • material changes to the characteristics of the products (such as changes to caffeine content, or non-vegan ingredients in a product described as vegan when you ordered) unless we are required by relevant laws or regulatory requirements to make the change;
  • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed.

We can discontinue products:

We can stop providing a product. We refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you:

We can end our contract with you for a product and claim any compensation due to us if you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us.

We don't compensate you for all losses caused by us or our products:

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section “We're not responsible for delays outside our control”.
  • Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Policy:

How we use any personal data you give us is set out in our Privacy Policy.

You have several options for resolving disputes with us:

Our complaints policy. Our Customer Service Team: contact@drinkprime.uk will do their best to resolve any problems you have with us or our products.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract:

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. If we agree to this we can require the new owner to prove you transferred the product to them.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you're not allowed to, but that doesn’t mean we can't do it later.