Overview
Our refund and returns policy lasts 3 days. If 3 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Items should ideally be returned immediately you notice it looks used upon delivery or has a fault when trying to turn it on or use it for the first time.
Contact customer care for assistance in such situations.
To complete your return, we require a screenshot of your payment confirmation email or any reasonable proof of purchase.
Defective items will be picked up by our dispatch rider and a replacement delivered.
These are a few situations where product replacements/refunds are not granted:
- Item in question shows clear signs of use by customer.
- Damage due to non-adherence to user manual.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is reported more than 3 days after delivery.
- Any fraudulent attempt to swap a defective product to get a replacement.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your account or original method of payment, within 36 hours.
Late or missing refunds
If you haven’t received a refund 36 hours after approval, first check your account’s statement or transaction history.
If the amount has been sent but still pending, it may take some time before your refund is made available in your account.
However if the amount has still not been credited to your account, contact customer care for assistance at support@primiamall.com or use the WhatsApp button.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are already defective or damaged when delivered. Contact support to have any such issues sorted out.
Delivery of returns
To return your product, you should deliver your product to our pickup location in Adjiringano.
You will be responsible for paying for your own delivery costs for returning your item. Delivery costs are non-refundable. If you receive a refund, the cost of return delivery will be deducted from your refund.
Depending on where you live, the time it may take for your replacement product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable delivery service. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at support@primiamall.com for questions related to refunds and returns.