PRIME Golf Shafts – Return & Refund Policy

Last updated: 14 October 2026

At PRIME Golf Shafts, we take pride in the quality and performance of our products. We want you to shop with confidence and understand our returns and refunds process.

This policy applies to purchases made through primegolfshafts.com and is provided by Prime OEM Limited, trading as PRIME Golf Shafts.

1. Returns – Standard & Raw Shafts

For standard, unmodified PRIME shafts purchased online, eligible UK customers have the right to cancel their order within 14 days of receiving their goods.

To exercise this right, please email info@primegolfshafts.com within the 14-day cancellation period.

Once you notify us of your cancellation, you have a further 14 days to return the item.

Returned products should be securely packaged and, where possible, include their original packaging.

You may inspect the product as you would in a shop. However, we may make a reasonable deduction for any loss in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning.

This does not affect your statutory consumer rights.

2. Custom-Built & Personalised Shafts

PRIME Golf Shafts offers a professional custom-build service, allowing customers to select specifications such as playing length, adapter, grip, grip size, grip tape wraps and graphic orientation.

Where a shaft is genuinely made to a customer's individual specifications or clearly personalised, the statutory 14-day change-of-mind cancellation right may not apply.

This may include shafts individually cut to a customer-specified playing length and assembled to a bespoke configuration.

Selecting standard product options does not automatically make an item exempt from cancellation rights. Any applicable exemption will be identified before purchase.

Once production of an exempt personalised order has begun, we cannot ordinarily accept change-of-mind cancellations or returns.

If you need to amend a custom order, please contact us as soon as possible at info@primegolfshafts.com. We will do our best to accommodate changes before assembly begins.

These conditions do not affect your statutory rights if your shaft is faulty, damaged, not as described or supplied incorrectly.

3. Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your PRIME shaft arrives damaged, defective or incorrect, contact us at info@primegolfshafts.com with your order number, a description of the issue and photographs where helpful.

We will assess the issue and arrange an appropriate remedy in accordance with applicable consumer protection laws.

Where a product is faulty or not as described, you may be entitled to a repair, replacement or refund, depending on the circumstances and your statutory rights.

For UK customers, this includes the short-term right to reject qualifying faulty goods within 30 days of delivery.

Where a return is required because of a fault or our error, PRIME Golf Shafts will cover reasonable return shipping costs.

4. How to Request a Return

To request a return or cancellation, please contact:

Email: info@primegolfshafts.com

Website: primegolfshafts.com

Please include your order number, the item you wish to return and the reason for your request.

We will provide return instructions and the appropriate return address where applicable.

Please do not send items directly to our workshop partners, including Replay Golf, without receiving return instructions from PRIME Golf Shafts.

All returns and refund enquiries are managed by PRIME Golf Shafts / Prime OEM Limited, not by our independent workshop partners.

5. Return Shipping

For eligible change-of-mind returns, customers are responsible for the direct cost of return shipping, unless otherwise agreed.

We recommend using a tracked and adequately insured shipping service.

For faulty, damaged or incorrectly supplied products, PRIME Golf Shafts will cover reasonable return shipping costs where required by applicable law.

6. Refunds

Once your return has been received, we will inspect the item and confirm the outcome of your refund request.

For eligible statutory cancellations, refunds will include the product price and any standard outbound delivery charge paid, where required by law. Additional charges for premium or express delivery beyond the standard delivery cost are not normally refundable.

Refunds will be made to the original payment method within the legally required timeframe.

For UK and EU statutory cancellations, refunds will generally be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

We may make a lawful deduction for excessive handling of returned goods, where applicable.

No restocking fee will be applied to refunds required under statutory consumer cancellation rights.

Your bank or payment provider may require additional time to process the refund.

7. Exchanges

If you wish to exchange an eligible standard shaft for another flex or specification, please contact us before returning your item.

Exchanges are subject to product availability and applicable return conditions.

Custom-built shafts that qualify as genuinely personalised goods are not ordinarily eligible for change-of-mind exchanges.

This does not affect your statutory rights relating to faulty or incorrectly supplied goods.

8. UK & European Union Consumer Rights

UK and EU consumers purchasing eligible goods online generally have a 14-day cancellation period beginning the day after delivery.

Certain exceptions apply, including goods made to the consumer's specifications or clearly personalised.

Where the statutory cancellation right applies, customers must notify us within the cancellation period and return the goods within 14 days of cancellation.

Nothing in this policy excludes or limits rights that consumers have under applicable consumer protection legislation.

9. International Orders

PRIME Golf Shafts ships internationally.

Customers outside the United Kingdom may have additional rights under the consumer protection laws of their country.

International returns will be assessed in accordance with applicable laws and the terms of this policy.

Unless otherwise required by law or agreed by PRIME Golf Shafts, customers are responsible for return shipping costs for eligible change-of-mind returns.

Any applicable customs duties, import taxes or related charges will be handled in accordance with relevant laws and shipping terms.

10. Contact Information

For all returns, refunds, cancellations or product concerns, please contact:

PRIME Golf Shafts
Prime OEM Limited
Email: info@primegolfshafts.com
Website: https://primegolfshafts.com

Our team will be happy to assist you.

Your statutory rights are not affected by this policy.