Return & Refunds Policy
Return & Refunds Policy
What is your return policy?
We are committed to providing you with high-quality products and customer satisfaction. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order. Items must be in their original condition, unused, and in the original packaging to be eligible for a return.
How do I initiate a return?
To start a return, please contact us at support@primes-store.com with your order number and a brief description of the reason for the return. We will provide you with the return instructions and the address to which the item should be sent.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item was received damaged or defective. We recommend using a trackable shipping method to ensure your return reaches us safely.
What if I received a damaged or defective item?
If you receive a damaged or defective product, please email us at support@primes-store.com within 7 days of receiving your item. Attach clear photos of the damage and include your order number. We will evaluate your case and arrange for a replacement or refund.
How long does it take to process a refund?
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed and a credit will automatically be applied to your original method of payment within 5-7 business days.
Can I exchange an item instead of getting a refund?
Yes, exchanges are possible if the product is in stock. Please contact us with your order number and the details of the item you wish to exchange.
What if I want to cancel my order?
You can cancel your order within 24 hours of placing it. After this period, the order may already be processed or shipped, and we will not be able to make changes or cancellations.
What items are non-refundable?
Certain items such as gift cards, downloadable software, and customized products are non-refundable. Additionally, any item not in its original condition, damaged for reasons not due to our error, or returned more than 30 days after delivery will not be eligible for a refund.
When will I receive my refund?
Refunds are processed within 5-7 business days after we have received and inspected the returned item. Depending on your bank or payment method, it may take additional time for the refund to appear in your account.
Can I get a refund for a sale item?
Sale items are final sale and cannot be refunded, except in the case of defective or damaged products.
What if my refund is delayed or missing?
If you haven’t received your refund after 7 business days, please first check your bank account and then contact your credit card company, as it may take some time before the refund is officially posted. If you’ve done all of this and still have not received your refund, please reach out to us at support@primes-store.com for assistance.
For any other questions or concerns regarding returns and refunds, please feel free to contact our support team at support@primes-store.com. We are here to assist you.