At Prime, we want you to be completely satisfied with your purchase.
If your order arrives damaged, delayed, or incorrect, we’ll make it right through a refund, replacement, or return — depending on the situation.
1. Orders Delayed
If your order hasn’t arrived within 45 days after it was shipped, you may request a refund or resend.
Please note:
- Delays caused by incorrect addresses or unclaimed packages are not covered.
- If the package is held at your local post office, please contact them directly for pickup.
2. Orders Not Received
If tracking shows the package was delivered but you didn’t receive it, please provide proof from your local post office confirming non-delivery.
We cannot issue a refund or resend for orders marked as delivered by the carrier.
If tracking shows a delivery alert (e.g. wrong address, refused, unclaimed), the order will not be refunded.
3. Damaged Products
If an item arrives damaged, please contact us within 30 days of delivery with photos or a short video showing the issue.
- Full refund or replacement will be provided for severely damaged products.
- Partial refund or replacement may apply for minor damage (small scratches, slight wrinkles, etc.).
Packaging damage alone is not eligible for refund.
4. Incorrect or Missing Items
If you receive the wrong product or something is missing:
- Wrong item received – Full refund or replacement.
- Wrong color or size – Refund or resend (if product remains functional).
- Missing parts – Partial refund or resend depending on the missing component.
Please include clear photos for quick resolution.
5. Order Cancellations
Orders can be canceled before they are processed or shipped.
Once the order is in fulfillment or has been dispatched, it cannot be canceled.
Customized or special orders cannot be canceled after payment.
6. Returns
Returns are accepted only when approved by our support team.
To be eligible:
- You must request a return within 30 days of receiving your order.
- Returned items must be unused, in original packaging, and sent to the address provided by our team.
Please note:
Return shipping costs are the buyer’s responsibility unless the product is defective or incorrect.
7. Force Majeure
We are not responsible for delays or damages caused by events beyond our control, including but not limited to: natural disasters, customs delays, strikes, or global shipping disruptions.
8. Unacceptable Refund Requests
Refunds or resends will not be issued for:
- Change of mind or dislike of the product
- Incorrect address or wrong item ordered by the buyer
- Minor product differences (color tone, small marks, smell, etc.)
- Delivery failure due to unclaimed packages or customer inaction
- Orders confirmed as delivered by the carrier
9. Need Help?
If you experience any issue with your order, please contact our support team within 30 days of delivery at [email protected] (replace with your actual email).
We’ll respond within 24–48 hours to resolve your concern.