Refund Policy

30 Days Return Window

Our return policy lasts for 30 days. You are eligible to request a return within 30 days of receiving your item.

For a valid return, ensure the item is unused, has its original tags, and retains its original packaging. Present the receipt or proof of purchase as well. Initiate a return by reaching out to us at info@primacartusa.com. Kindly send returns to the provided address by seller. Unauthorized returns will not be accepted.

Upon accepting your return, we will provide a return shipping label and further instructions. For any return-related queries, feel free to contact us at info@primacartusa.com

Refund Application Period

Customers are entitled to request a full refund for orders that have not been dispatched within the specified processing time, as indicated on the order page.

Items Returned While in Transit

Should a package be returned to Primacart for any reason while in transit, and a refund is requested by the buyer, the seller is obliged to process the refund within three business days following the refund request. Similarly, if the buyer asks for the goods to be resent, the seller must initiate the redelivery within five business days from the date of the request.

Damages and Issues:

Examine your order upon receipt. Report any defects, damages, or incorrect items immediately so we can address the issue promptly.

Should the items be damaged while in transit, and the buyer provides evidence (such as a screenshot from the logistics website indicating the damage), We'll send a replacement item if available, or arrange for a repair if needed. Alternatively, if the buyer requests a redelivery, the supplier must commence the redelivery process within five business days of receiving the request.

Incorrect Recipient Information

If customer provided incorrect recipient information that is provided for an order, the customer should promptly reach out to Primacart Customer Service to request an update with the correct recipient details.

Please be aware that corrections to recipient information or order cancellations are not guaranteed.

If the order has already been dispatched, it is incumbent upon the buyer to communicate with the logistics company to provide accurate information.

Defective Products (Package Damage/Significant Discrepancy/Missing or Incorrect Items/Quality Issues)

Upon receiving the goods, should the customer identify any issues such as package damage, significant discrepancies from the description, missing or incorrect items, or other quality problems, the customer must submit a refund or redelivery request alongside valid evidence (clear photos or videos of the received goods showing the problem). Primacart is responsible for reviewing the provided proof and responding within three business days.

If the evidence reviewed by Primacart does not clearly indicate the problem, the proof is considered invalid, and Primacart retains the right to deny the buyer’s refund request.

Should the customer’s evidence clearly demonstrate a problem upon evaluation by Primacart, the assessment period must not exceed three business days. If the goods must be returned for a refund, Primacart is required to provide a return label to the buyer within three business days of proof approval and issue a refund when the returned item is verified as in transit on the logistics website via the uploaded tracking number within three business days. If the items need not be returned, Primacart must process the refund within three business days of the refund request.

In cases where valid proof is provided and a redelivery is requested by the buyer, the supplier should execute the redelivery within five business days post-proof approval. Note that customer maintain the right to refund the order if the items for redelivery are out of stock. Customer may place a new order once the items are restocked. 

Customer Remorse

Return shipping costs are the responsibility of the customer unless the item was factory defective. For non-defective returns, customers must cover the return shipping expense.

Exceptions / Non-returnable Items:

Note that we do not accept returns for perishable goods, custom products, personal care goods, vitamins & supplements, hazardous materials, flammable liquids or gases, sale items, or gift cards. Contact us for any inquiries regarding non-returnable items. Due to health concerns, we do not provide refunds or exchanges on Skincare, Haircare, or Makeup items. Please choose your products thoughtfully.

Exchanges:

For a swift exchange, return the item and place a new order once the return is acknowledged. Exchanges are allowed if your order has not yet shipped. Once an order is shipped, exchanges are not permitted and fall under our 7-day return policy.

Packages Not Delivered

If your package is sent back to primacartusa.com labeled as "refused," "unclaimed," or "undeliverable," a refund will be provided for the goods only. Delivery fees are not eligible for a refund.

European Union 14 Day Cooling Off Period

EU customers can cancel or return orders within 14 days without any justification, ensuring the item is in its original condition, unused, with tags, and original packaging.

Refunds

We will inform you about the status of your refund after inspecting your return. If approved, expect your refund on the original payment method within 10 business days. If over 15 business days pass post-approval, please get in touch with us at info@primacartusa.com.

Fees Associated with Returns

A 2.5% credit card processing fee applies to returned items paid with a debit, credit, or prepaid card. Additionally, non-defective items returned incur a 25% restocking fee. Delivery charges are non-refundable, and if an order is canceled, delivery will not be refunded.