Refund policy

PrimeStore Premium Marketplace — Return & Refund Policy

PrimeStore Premium Marketplace partners with multiple independent suppliers who fulfill orders directly to customers. Because each supplier manages their own shipping and return procedures, return eligibility, processing times, and refund rules may vary depending on the product purchased. This policy explains how returns and refunds are handled across our marketplace.


1. General Return Window

Most suppliers offer a return window of 7–30 days from the date your item is delivered. Return eligibility for each item depends on the supplier fulfilling your order.

All return requests must be submitted through our website using the return request form located in your order details.

You may also contact us at support@primestorepremiummarketplace.net if you need assistance.

To request a return, please provide:

  • Your order number

  • Photos of the item

  • A description of the issue

We will contact the supplier on your behalf to determine whether the item qualifies for a return.


2. Return Approval

A return is not guaranteed until the supplier reviews your request and confirms eligibility. Suppliers may decline returns for reasons including, but not limited to:

  • Buyer’s remorse or fit‑related issues

  • Items used, worn, or not in original condition

  • Items missing packaging, tags, or accessories

  • Hygiene‑sensitive or personal care items

  • Custom or personalized products

  • Items marked as non‑returnable

  • Hazardous or restricted materials

If a return is approved, the supplier will provide instructions for return shipping.


3. Return Shipping

Unless otherwise stated by the supplier:

  • Customers are responsible for paying for and providing their own return shipping.

  • Items sent back without prior approval will not be accepted.

Return shipping addresses vary by supplier and will be provided after approval.


4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery. Please include photos of:

  • The item

  • The packaging

  • The shipping label

We will work with the supplier to resolve the issue. Resolutions may include a replacement, refund, or store credit depending on supplier policy.


5. Non‑Returnable Items

Suppliers may designate certain items as non‑returnable, including:

  • Perishable goods

  • Beauty or personal care items

  • Custom or personalized products

  • Hazardous materials

  • Flammable liquids or gases

  • Sale or clearance items

  • Gift cards

If you are unsure whether your item is eligible, contact us before purchasing.


6. Exchanges

Because suppliers fulfill orders directly, exchanges are not guaranteed.

The fastest method is:

  1. Request a return for the item you have.

  2. If approved, ship the item back to the supplier.

  3. Place a new order for the item you want.


7. Refunds

Once the supplier receives and inspects the returned item, they will determine whether a refund is approved.

If approved:

  • Refunds are issued to your original payment method.

  • Processing times vary by bank but typically take 3–10 business days.

If more than 15 business days have passed since your refund was approved, contact us at support@primestorepremiummarketplace.net.


8. European Union Customers

If your order is shipped into the European Union, you may have a 14‑day cooling‑off period under EU consumer protection laws. This applies unless the item is non‑returnable due to hygiene, customization, or supplier restrictions.


9. Marketplace Fulfillment Disclaimer

PrimeStore Premium Marketplace is a multi‑supplier marketplace. We do not warehouse inventory, inspect items, or control supplier logistics. All fulfillment, shipping, and return decisions are made by the supplier responsible for your order.

Our role is to assist with communication, provide support, and help ensure your request is processed according to supplier policy.