Return policy

Return and exchange regulations

WE TAKE CUSTOMER SATISFACTION SERIOUSLY
 

We want to make sure your shopping experience with us is the best it can be.

On this page you can read how to properly handle returns, damaged products and cancellations.

Please note that we will not charge your credit card until your item is shipped from our warehouse. If you wish to cancel an order before this happens, please contact our customer service immediately and we will try to stop the package before it is shipped. We usually ship the same day.

If you wish to cancel an order, please send an email to our customer service with the subject "Cancellation" and your order number so that we can correctly assign your order.

Due to our fast shipping process, we cannot guarantee that every order can be cancelled in time. We will refund them the paid amount in maximum 15 days.

If you are not completely satisfied with your purchase, we give you the option to return the goods within 14 calendar days of receipt.

All items must be returned sealed in their original packaging, unopened, unused, undamaged (if applicable) and suitable for resale.

If you wish to return an item, please first contact our customer service department via email (please click here). Unless we receive notification from you, a refund cannot be guaranteed.

Return shipping costs incurred by the customer are not refundable.

Return address:
PRIMA
Radioweg 24
1324 KP Almere
Netherlands

Please do not return anything to us without first clearing it with a member of our customer service team (please click here). Once we receive your return, we will refund the amount paid in a maximum of 15 days.

If the product is damaged, we will gladly send you a replacement. Please contact our customer service and send us photos of the package and the products inside. However, if the packaging is already visibly damaged, immediately refuse acceptance and contact us immediately. Please note that a claim regarding damaged goods must be made within the first 7 days of delivery in order to be processed.

Once your return has been received and reviewed, our customer service team will contact you to let you know that we have received your return. We will also notify you of the approval or denial of your refund. If approved, your refund will be processed and a credit will be automatically applied to your credit card or original payment method within the following days.

If you have not received your credit yet, first check your account again. Then contact your credit card company, it may take some time for your refund to be officially announced. Next, contact your bank. There is often a processing period before refunds are credited. If you have already done all this and you still haven't received your refund, please contact our customer service team.

We do not refund or accept returns for free gifts or promotional items provided to you free of charge.

Please contact our customer service team for further assistance.