Refund and Return Policy for Primamavel

Effective Date: January 6, 2025

At Primamavel, we want to ensure that every shopping experience is satisfying and enjoyable for our customers. We understand that sometimes, a product may not meet your expectations, and we are committed to making the return or refund process as smooth as possible. This policy outlines the steps for returning items and receiving refunds for eligible purchases. Please read our Refund and Return Policy carefully before initiating a return or refund request.

1. Return Policy

We offer a 30-day return policy from the date of delivery for most items purchased through our website. If you are not fully satisfied with your purchase, you may return the item for a refund or exchange, subject to the following conditions:

  • Eligibility:

    • Items must be unused, unopened, and in original packaging.
    • Products must not be damaged, worn, or altered in any way.
    • Returns must be initiated within 30 days of receiving the product.

  • Non-Returnable Items:

    • Some products may be excluded from our return policy for health and safety reasons, such as certain personal care or hygiene items. These will be clearly marked as non-returnable on the product page.

To initiate a return, please follow the steps below:

  1. Contact Us: Email us at info@primamavel.com or call (336) 584-7042 within 30 days of receiving your order. Include your order number, the reason for the return, and any relevant details.
  2. Return Authorization: Once your return request is approved, we will send you a Return Merchandise Authorization (RMA) and instructions for returning the product.
  3. Return the Item: Ship the item back to us using a trackable shipping method. Please ensure the product is in its original, unused condition and properly packaged to avoid damage during return shipping.

Shipping Fees for Returns: The customer is responsible for return shipping costs, unless the return is due to a mistake on our part (e.g., incorrect or defective product). In such cases, we will cover the return shipping fees.

2. Refund Policy

Once we receive and inspect your returned item, we will process your refund. Please allow 7-10 business days for your return to be processed and for the refund to be issued. Refunds will be made to the original payment method, and you will receive a notification once the refund has been processed.

  • Refunds are issued for the product price only. Shipping fees are non-refundable, unless the return is due to our error or a defective product.
  • Partial Refunds: If an item is returned in a condition other than new, opened, damaged, or missing parts, we reserve the right to issue a partial refund.

3. Exchange Policy

If you would like to exchange a product for a different size, color, or another item, you must follow the return process to send the original item back and place a new order for the replacement item. The exchange process is not available directly; however, we will ensure that your return is processed as quickly as possible so that you can re-order the correct item.

4. Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at info@primamavel.com or call (336) 584-7042. We will offer a full refund or replacement for the damaged or defective item at no additional cost to you.

To help us resolve your issue as quickly as possible, please provide the following:

  • Photos or videos of the damaged or defective product
  • Your order number
  • A brief description of the damage or defect

In the case of damaged items, we will cover the cost of return shipping.

5. How to Contact Us for Returns or Refunds

If you need to initiate a return or refund, or if you have any questions about our policy, you can contact us at:

  • Email: info@primamavel.com
  • Phone: (336) 584-7042
  • Address: 1107 Choyce St, Burlington, North Carolina

Our customer service team is available Monday to Friday, 9 AM to 5 PM (EST). We aim to respond to all inquiries within 24-48 hours.

6. Important Notes

  • Restocking Fees: In some cases, a restocking fee may apply to returns that are not due to damage or defects. This will be clearly stated at the time of the return authorization.
  • Refund Process: Refunds will be credited back to the original payment method used at the time of purchase. It may take 5-7 business days for the refund to reflect in your account, depending on your payment provider.

Thank you for shopping with Primamavel. We strive to provide exceptional products and customer service. If you have any questions about our return and refund process, please don’t hesitate to contact us at info@primamavel.com.