Store policy
Return & Refund
Primisa Shop — The Way You Choose
At Primisa Shop, we want customers to feel confident when shopping for skincare, hair care, facial care, beauty and personal care products. This Return & Refund Policy explains how to report order issues and request a return, replacement or refund.
Please review this policy and contact us if you need assistance with an order.
1. When Can You Request a Return or Replacement?
- You receive a product different from the one you ordered.
- A product arrives visibly damaged.
- A product appears defective or has a significant issue upon arrival.
- An item is missing from your order.
2. Reporting a Product Issue
- Your order number or order details.
- Your name and contact number.
- A clear description of the issue.
- Clear photographs or an unboxing video, if available.
3. Return Eligibility
Return or replacement requests are subject to review and the applicable policy.
Where appropriate, products should be returned with their original packaging, labels, accessories and proof of purchase.
For hygiene and product-safety reasons, certain skincare, cosmetics, facial care and personal care products may not be eligible for return once opened or used, except where required by applicable law or where the product is incorrect, damaged or defective.
Please contact Primisa Shop before sending any item back. Unauthorised returns may delay the review process.
4. Products That May Not Qualify for Return
- Products damaged through misuse or improper storage after delivery.
- Products returned without prior communication or sufficient order information.
- Items that have been opened or used where hygiene restrictions apply.
- Requests based solely on personal preference, such as a change of mind, when the product is otherwise correct and in acceptable condition.
5. Refund Policy
A refund may be considered when a return or order issue is approved and a refund is an appropriate resolution.
Depending on the circumstances, Primisa Shop may offer a replacement, a refund or another suitable solution in accordance with applicable law and the agreed resolution.
Refunds will be processed using an appropriate available payment method. The time required for the funds to appear may depend on the payment provider or financial institution.
If you paid through cash on delivery, our team will communicate the available refund arrangements after reviewing your request.
6. Return and Delivery Charges
Responsibility for return delivery charges will depend on the reason for the return and the applicable policy.
If the issue results from an incorrect product supplied by Primisa Shop or a verified product problem, please contact us before arranging a return so that we can explain the next steps.
For other return requests, any applicable delivery charges will be communicated during the review process.
7. Order Cancellation
If you wish to cancel an order, contact Primisa Shop as soon as possible.
Cancellation may be possible before dispatch. Once an order has been handed over to the courier, cancellation may be more difficult and will be handled according to the applicable order policy and consumer rights.
8. Promotional and Combo Offer Products
Products purchased through discounts, combo offers or promotional campaigns are subject to the relevant offer terms.
If an item from a combo or promotional order is damaged, defective, incorrect or missing, please contact us with your order details. We will review the issue and explain the available resolution.
Promotional status alone does not remove any rights that customers have under applicable law.
9. How to Request a Return or Refund
- Contact Primisa Shop through the official contact details or customer support channels published on our website.
- Provide your order details and explain the issue.
- Share photographs, an unboxing video or other supporting information if requested.
- Wait for our team to review the request and provide instructions.
- Follow the return or resolution instructions communicated by our team.
10. Contact Primisa Shop
If you have questions about returns, replacements or refunds, please contact Primisa Shop through the official contact details or customer support channels published on our website.
Primisa Shop — The Way You Choose
Thank you for shopping with Primisa Shop. We aim to review order concerns fairly and help customers find an appropriate resolution.
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