Refund, Return & Exchange Policy

Last updated: 1 October 2025

Thank you for shopping with Primo Store . If you’re not fully satisfied with your purchase, we’re here to help.

1) Return Window

• You may request a return within 14 calendar days from the delivery date.

• Returns must be authorized first—please contact us (details in Section 8).

2) Eligibility

To be eligible for a return:

• Item must be unused, unwashed, and in original packaging with all accessories, manuals, and tags.

• Provide the order number and photos (if item arrived damaged/defective).

Not eligible (unless defective on arrival):

• Opened/used hygiene or food-contact items (e.g., water bottles, lunch boxes, food containers),

• Customized/personalized items,

• Clearance/“final sale” items,

• Gift cards/vouchers.

3) Damaged, Defective, or Wrong Item

• Please report within 48 hours of delivery with photos/video of the parcel and the item.

• If confirmed, we’ll offer a free replacement, exchange, or full refund, and we’ll cover return shipping.

4) Exchanges

• If you prefer a different color/model, request an exchange during the 14-day window.

• Exchanges depend on stock availability.

5) Return Shipping Costs

• If the return is due to change of mind/fit: customer covers return shipping.

• If the return is our fault (defect, damage, wrong item): we cover return shipping or provide a prepaid pickup/label (where available).

6) Refunds

• Refunds are issued after we receive and inspect the item (typically within 3–5 business days of receipt).

• Refund method:

  • Card/Wallet/Online payment: refunded to original payment method.

  • Cash on Delivery (COD): refunded as store credit or bank transfer/mobile wallet (you’ll be asked for details).

• Original shipping fees, COD service fees, and gift wrap (if any) are non-refundable, unless the return is due to our error.

7) Non-Delivery & Address Issues

• Parcels returned to us due to incorrect address/unclaimed delivery may incur re-delivery charges.

8) How to Start a Return

Email or message us with:

• Subject: Return Request – Order #[Order Number]

• Your name & phone number

• Item(s) you wish to return

• Reason for return (+ photos if damaged/defective)

Contact:

• Email: [info@primostore.net]

• WhatsApp: [+20 1102974311]

• Contact Form: [yourstore.com/pages/contact]

We’ll reply with return authorization and the return address (do not send items without authorization).

9) Notes

• Keep your proof of postage/pickup until your refund is completed.

• This policy does not affect your legal rights under applicable consumer laws.