Refund policy


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We want you to love your purchase. If something isn’t right, you can request a return within 14 days from the delivery date.

1) Eligibility

To be eligible for a return, items must be:

  • New and unused, in the original packaging with all parts, manuals, tags, and accessories.

  • Accompanied by the order number and (if damaged/wrong item) photos/video of the parcel and the product.

We accept exchanges within 14 days, subject to stock availability.

2) Non-returnable items

For safety/hygiene reasons, the following are not eligible for return unless defective on arrival:

  • Food-contact or hygiene items that have been opened/used (e.g., water bottles, lunch boxes, food containers).

  • Customized/personalized products.

  • Clearance / “final sale” items.

  • Gift cards and digital products.

3) How to start a return

  1. Email info@primostore.net or WhatsApp +20 1102974311 within the return window.

  2. Tell us your order number, item(s), and reason; attach photos/video if damaged/defective or wrong item.

  3. We’ll issue a Return Authorization (RMA) and send you a return label to download & print with pickup/drop-off instructions.

  4. Pack the item securely in the original packaging and hand it to the courier.

Returns sent without an RMA or outside the window may be refused.

4) Return shipping & fees

  • Change-of-mind / not needed: Customer pays EGP 70 nationwide for return shipping (deducted from your refund).

  • Defective, damaged, or wrong item: Free return (we cover the shipping). Please report within 48 hours of delivery with photos/video.

  • Restocking fee: None.

Original delivery fees (if any) are non-refundable unless we shipped a defective/wrong item.
If a partial return causes your order total to fall below the free-shipping threshold, standard shipping may be deducted.

5) Exchanges

Exchanges are processed like a return + new order:

  • We’ll refund the original item after inspection (see Section 6), and you can place a new order for the replacement.

  • If you prefer a direct swap and the item is in stock, tell us—where possible we’ll arrange it.

6) Refunds (method & timing)

  • After the return arrives and passes inspection, we process your refund within 5 business days.

  • Payment method:

    • Cards / Wallets / Online payments: refunded to the original method.

    • Cash on Delivery (COD): refunded via bank transfer or mobile wallet (we’ll request your details securely).

  • You’ll receive a confirmation once the refund is issued. Bank processing times may vary.

7) Damaged/defective or wrong item

Please contact us within 48 hours of delivery with photos/video of:

  • the outer parcel (showing the shipping label), and

  • the product/issue.
    If confirmed, we’ll offer a free replacement, exchange, or full refund.

8) Cancellations

You can cancel before dispatch for a full refund. If the order has shipped, please follow the return process above.

9) Important notes

  • Items that are used, washed, altered, or missing parts/packaging may be rejected.

  • If a return is sent to the wrong address or without an RMA, we may be unable to process it.

  • We reserve the right to refuse returns that don’t meet this policy.

Need help?
Email info@primostore.net or WhatsApp +20 1102974311. We’re happy to assist.