Refund policy
Return & Refund Policy
We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be in the same condition that you received it—unworn, unused, with all original tags attached, and in its original packaging. You'll also need your order confirmation or proof of purchase.
To start a return, please contact us at support@primeona.com.
Returns should be sent to the following address:
[INSERT RETURN ADDRESS]
If your return is approved, we'll provide you with return instructions, including where to send your parcel. Please note that items returned without first contacting us and receiving return authorisation cannot be accepted.
If you have any questions regarding returns, feel free to contact us at support@primeona.com at any time.
Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, or you've received the wrong product, please contact us immediately at support@primeona.com so we can assess the issue and resolve it as quickly as possible.
Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalised products
- Personal care products (such as beauty items)
- Hazardous materials, flammable liquids, or gases
If you're unsure whether your item is eligible for return, please contact us before sending it back.
Please note that sale items and gift cards are non-refundable.
Exchanges
The quickest way to receive a different item is to return your original purchase.
Once your return has been approved, you can place a new order for the item you'd like instead.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days for any reason and without providing a justification.
To qualify, the item must be returned in the same condition in which it was received—unworn, unused, with all original tags attached, and in its original packaging. You'll also need proof of purchase.
This statutory right is in addition to our standard 30-day return policy.
Refunds
Once we've received and inspected your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be processed automatically to your original payment method within 10 business days.
Please note that it may take additional time for your bank or card provider to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at support@primeona.com, and we'll be happy to assist you.