We’re glad you chose us for your purchase! We take pride in the quality and craftsmanship of our products, and we want you to love them as much as we do. If, for any reason, you’re not completely satisfied, here’s how we can make it right:
RETURNING ITEMS
If you’re not completely satisfied with your purchase, you can return the item(s) within 7 days of receiving them. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
STARTING A RETURN
To start a return, you can contact us through our contact list which you will find on our official website https://primiumshop.com/contact/
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question through our contact list on https://primiumshop.com/contact/
DAMAGES AND ISSUES:
Damaged Shipment Policy
What Should You Do If Your Item Arrives Damaged?
We know how excited you must be to receive your order, and we’re sorry if the item you received didn’t meet your expectations due to damages that occurred during delivery. We want you to be delighted with your purchase, so here is what you can do if your item arrives damaged:
Document the Damage: First and foremost, don’t throw away the packaging or the item. We know it’s disappointing to receive a damaged item, but it’s important that you keep everything as it is. This is because photos or videos of the item and the packaging can prove the damage, which you’ll need for the next steps.
Reach Out to Us: Next, contact our customer service team as soon as possible through our contact list on https://primiumshop.com/contact/
Follow Instructions: Our customer service team will explain the next steps. This could involve returning the item to us or waiting for a courier to pick it up.
Replacement or Refund: Once we’ve verified the damage, we’ll arrange for a replacement item to be sent to you as soon as possible. If a replacement isn’t possible, or if you prefer, we can issue a full refund instead.
We understand that this isn’t an ideal situation, but we’re committed to making it right. Your satisfaction is our top priority, and we’re here to help every step of the way. Thank you for your understanding and cooperation.
Refusing Delivery Due to Visible Damage
It’s not common, but sometimes you might notice that a package is visibly damaged when delivered. In such cases, it’s completely within your rights to refuse to accept delivery.
Here’s what to do:
Inspect the Package: While the delivery service is still present, take a moment to examine the package. If you see any signs of damage, such as dents, tears, or broken seals, this might indicate that the item inside could be damaged too.
Open the Item to Confirm Actual Item Damages: Sometimes packaging damage does not equal product damage. If the truck driver will allow it, please carefully open the package to inspect the product.
Refuse the Delivery: If there is damage or the driver will not allow you to inspect the product, inform the delivery person that you’re refusing the package due to visible damage. You don’t have to accept a package that appears to be damaged.
Document the Situation: Take photos of the damaged package while the delivery person is still present. This will serve as evidence of the package’s condition upon arrival.
Contact Us: As soon as you can, get in touch with our customer service team through our contact list on https://primiumshop.com/contact/
Tell them you refused delivery due to visible damage, and share the photos you took. We’ll work with you to arrange for a replacement item to be sent out.
Remember, we’re here to help ensure you receive your order in perfect condition. If anything isn’t right, please don’t hesitate to let us know so we can make it right.
REFUNDS
Once we receive your return and inspect the item, we’ll email you to confirm that we’ve received it. If the returned item meets our return policy criteria, we’ll issue a refund to your original payment method. The refund will be for the purchase price less return shipping; any taxes charged will be refunded in accordance with applicable laws. Please note that delivery fees or shipping are non refundable and please remember it can take some time for your bank or Credit Card Company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us through our contact list on https://primiumshop.com/contact/
EXCHANGES
If you’d prefer to exchange an item, please contact us. We’re happy to help facilitate this process.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
SPECIAL ORDERS
Special orders on non-stock items begin the process of production and scheduling immediately upon order placement and are built to your order specifications. As a result, they cannot be canceled, changed, returned, or refunded at any time.
NON-RETURNABLE ITEMS
Certain items cannot be returned. These include:
Personalized or monogrammed items
Special order items, Gift cards
Items removed from packaging, resized, used, or damaged
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
CANCELLATIONS
If you need to cancel an order before it ships, please contact us immediately.
No delivery fee will be charged for canceled orders.
European Union 14 day cooling off period:
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Your satisfaction is our top priority. If you have any questions or concerns about your order, our return policy, or anything else, please contact us through our contact list on https://primiumshop.com/contact/
We’re here to help and want to ensure you have a great shopping experience with us.
Thank you for supporting us!
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