Customer care
Frequently asked questions.
Quick answers about buying from us. If your question is not here, our customer care team will help.
Orders and payment
Who am I buying from?
Every order is a contract with Prime Enterprise Europe Ltd, a company registered in England and Wales under number 17515288. PrimeTech is our trading name.
Which payment methods do you accept?
Visa and Mastercard credit and debit cards. Card details are entered on our payment processor’s secure form and are never stored by us.
When is my card charged?
When you place your order. If an item turns out to be unavailable, we refund it in full straight away.
What will I see on my card statement?
The charge appears as PEEUROPE.CO.UK.
Can I pay in euros?
Yes. Choose EUR at the top of the page and prices, checkout and your receipt will all be in euros.
Do prices include VAT?
Yes. UK prices include UK VAT. For EU deliveries we collect EU VAT at checkout, so there is nothing extra to pay on delivery.
Delivery
Where do you deliver?
To addresses in the United Kingdom and all 27 member states of the European Union.
How long does delivery take?
Orders are dispatched within 1 working day of payment. UK delivery takes 2 to 4 working days; EU delivery takes 4 to 8 working days.
How much is delivery?
UK delivery is £3.95, free over £50. EU delivery is €9.95, free over €75. See delivery and shipping.
Will I have to pay customs charges?
No. We handle the customs paperwork and collect any import VAT at checkout for EU orders.
Can I track my order?
Yes. You receive a tracking link by email when your order ships, and you can also use track an order.
Returns and warranty
Can I return something if I change my mind?
Yes, within 14 days of delivery, with no reason needed. See returns and refunds.
How quickly will I be refunded?
Within 14 days of us receiving the item, or proof that you have sent it, to your original payment method.
What if my product is faulty?
You have your full statutory rights, plus our 12-month warranty. Contact customer care and we will arrange a repair, replacement or refund. See warranty.
Can you take my old device away?
Yes. When you buy a new product we take back an old one of the same type free of charge. See product safety and recycling.
Products and security
Are your products approved for sale in the UK and EU?
Every product carries the UKCA and CE marks and is listed only after its declarations of conformity and test reports have been checked.
How long will my camera or doorbell receive security updates?
Each connected product page states its minimum security update period, as the UK PSTI Act requires.
Do your devices come with a default password?
No. Connected products require you to set your own password during setup; none share a universal default password.
Where is my camera footage stored?
Each product page explains whether recordings are stored on the device, on a memory card or in a cloud service, and who provides it.
How do I report a security problem?
Email security@peeurope.co.uk. We acknowledge reports within 5 working days.
Still have a question?
Our customer care team replies within 1 working day.