We have a 30-day return policy, which means you have 14 days after receiving your item to request a return.
An item may be returned for any reason - even if you simply don't like it, to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at theprimoofficial@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at theprimoofficial@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Note: Please do not send your purchase back to the manufacturer
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at theprimoofficial@gmail.com.
Please note that any damaged items received upon delivery may be due to miss handling by the 3rd party courier delivery companies. This would essentially be at fault of the delivery service and as a means to provide customer satisfaction, we will provide a one-time free replacement of the exact item that was damaged. This will require the customer to return any damaged items to us. Upon retrieval, we will inspect the damaged item and then send out a replacement to the customer after we have received the damaged items.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Missing Items
If an item was not delivered during the period of time specified under each product a full refund may be issued.
Please Note. A refund will Not be issued if we find out that the following three situations have occurred because these situations are solely the customer's responsibility.
1. If the address was input Incorrectly, meaning there was a missing or wrong suite or unit number. Then we Cannot Issue a refund as it is solely the customer's responsibility to provide a proper and accurate shipping address.
2. If the package has been marked as "delivered" by both the manufacturer and the Delivering Courier company then we also cannot issue a refund as this indicates that the customer has received the package and signed for it by the delivery courier. (Only the customer can sign for a package belonging to them under their full name that was input into the shipping information).
3. If the packages have been marked as "delivered" and the customer provided an inaccurate or wrong shipping address then we cannot issue a refund as this becomes the customer's responsibility to retrieve the package from the 3rd party courier delivery company.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you haven’t received a refund, first please check your bank account one more time.
Then contact your credit/ debit card company, it may take some time before your refund is officially posted.
Then contact your financial institution because there is usually some processing time before a refund is posted to your account.
If you’ve done all of the above and you still have not received your refund yet, please contact us at theprimoofficial@gmail.com
CANCELATION
Cancellation of any orders have to be made within 6 hours of purchase time.
Anything after 6 hours will not qualify for a refund or cancellation as your order has already started the shipping process. We cannot stop any orders that are already being shipped and therefore cannot cancel an order if the customer is going to be receiving their package.
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