Returns & Refunds Policy
At Premier Poker Chips, we want you to be happy with your purchase. This policy explains your rights and our returns process when you buy from us online.
Your Legal Rights
If you are a consumer buying online in the UK, you have certain rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
These rights include:
- A 14-day right to cancel your order for most items bought online (for change of mind).
- Additional rights if goods are faulty, damaged, not as described, or not fit for purpose.
Nothing in this policy affects your statutory rights.
Right to Cancel (Change of Mind)
You have the right to cancel your order within 14 days without giving any reason.
The cancellation period:
- Starts the day after you receive your goods.
- Ends 14 days later.
To cancel, you must clearly inform us of your decision before the 14-day period ends.
How to Cancel Your Order
You can notify us of your cancellation by:
You may use our Returns Form, but this is not mandatory.
Returning the Goods
Once you have told us you wish to cancel:
- You must return the goods within 14 days of notifying us.
- The goods should be returned unused, in their original condition, with all packaging, accessories, and any documentation included.
- Please include your order number or completed returns form to help us process your return quickly.
Return address:
Premier Poker Chips
4 Saxon Way
Melbourn
Cambridgeshire
SG8 6DN
United Kingdom
Return Postage Costs
- You are responsible for the cost of returning goods when cancelling for change of mind.
- We do not offer free returns.
- We strongly recommend using a tracked and insured service, as you are responsible for the goods until they reach us.
- We do not accept liability for items lost or damaged in transit.
Refunds
Once we receive the returned goods (or proof of return), we will issue your refund within 14 days.
Your refund will include:
- The price of the goods.
- The cost of standard delivery (if paid).
Please note:
- If you chose an enhanced or premium delivery option, we will only refund the cost of the cheapest standard delivery option.
- Refunds will be made to the original payment method used for the purchase.
We may reduce the refund amount if the goods have been handled beyond what is necessary to inspect them.
Faulty, Damaged, or Incorrect Goods
If your goods are:
- Faulty.
- Damaged on arrival.
- Incorrect.
- Not as described.
You are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
In these cases:
- Please contact us as soon as possible with details of the issue.
- We may ask for photographs or further information to assess the problem.
- We will cover reasonable return postage costs for faulty or incorrect items.
Customised & Personalised Products
It is solely the customers responsibility to check any and all proofs for spelling, grammar and layout. DMJS Premier Branding Ltd will not be held responsible for any errors on or after approval of artwork.
Once a customised product has been approved by the customer via email or pre-production sample the products will be made and shipped to the approved proofed specifications. Any incorrect items through no fault of DMJS Premier Branding Ltd, will not and cannot be refunded.
Distance Selling Regulations protect consumer rights when items are purchased online, this does not affect your rights if a customised product is faulty or not made as agreed. However the regulations are clear that the right to cancel a contract for the supply of goods that are made to consumers specifications or are clearly personalised does not apply. These regulations can be found here at WHICH? Consumer Rights one of the leading UK ambassadors for consumer protection.
If you have any questions about returns or refunds, please Contact Us.
Exclusions
The right to cancel does not apply to:
- Custom-made or personalised products (as above).
- Goods that have been used, damaged, or altered after delivery.
Updates to This Policy
We may update this Returns Policy from time to time to reflect changes in technology, legal requirements, or our security practices. Any updates will be posted on this page.
We encourage you to review this policy periodically.
Last updated: 06 February 2026.
Last reviewed: 06 February 2026.