Refund Policy
RETURNS
Our return policy lasts 14 days. If more than 14 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be returned in its original packaging.
Certain types of products cannot be returned. Perishable goods such as food, flowers, or magazines are not eligible for return. We also do not accept returns of intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items include:
- Gift cards
- Downloadable software products
- Certain health and personal care products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
In certain situations, only partial refunds may be granted, including:
- Items that are not in their original condition, are damaged, or have missing parts for reasons not caused by us.
- Items returned more than 14 days after delivery.
REFUNDS
Once your return is received and inspected, we will send you an email confirming that we have received your returned item. We will also notify you whether your refund has been approved or declined.
If approved, your refund will be processed and automatically credited to your original payment method. Please allow several business days for the refund to appear, depending on your bank or payment provider.
LATE OR MISSING REFUNDS
If you haven’t received your refund yet, first check your bank account again.
Next, contact your credit card provider, as it may take some time before your refund is officially posted.
You may also need to contact your bank, as processing times can vary between financial institutions.
If you have completed these steps and still have not received your refund, please contact us at shop@primoze.com.
SALE ITEMS
Only regularly priced items are eligible for refunds. Unfortunately, sale items are not eligible for refunds.
EXCHANGES
We only replace items if they are defective or damaged.
If you need to exchange a defective or damaged item for the same product, please contact us first at shop@primoze.com.
After receiving return instructions from our team, your item should be sent to:
3 TSSE CHATEL
LAVAL, QC
CANADA
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item has been received, the applicable gift credit will be issued to you.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves before giving it to you, the refund will be issued to the original purchaser.
RETURN SHIPPING
To return your product, please contact us at shop@primoze.com before sending your item.
Returns should be mailed to:
3 TSSE CHATEL
LAVAL, QC
CANADA
You are responsible for paying the shipping costs associated with returning your item. Return shipping costs are non-refundable.
Depending on where you live, the time required for an exchanged product to reach you may vary.
