**Last Updated: January 10, 2025**
At **PrimaUrban**, customer satisfaction is our top priority. We understand that sometimes products may not meet your expectations, and we aim to make the returns and refund process as straightforward as possible.
#### 1. **Eligibility for Returns**
We accept returns on most products within **30 days** of the delivery date. To qualify for a return, the following conditions must be met:
– The product is unused, in its original packaging, and in a resellable condition.
– The product is not a custom-made, final sale, or clearance item (which are non-returnable).
– You must have a valid proof of purchase, such as an order confirmation or receipt.
#### 2. **How to Initiate a Return**
To initiate a return, please follow these steps:
1. Contact our Customer Support team at **[Insert Email]** within 30 days of receiving your product.
2. Provide your order number, the product(s) you wish to return, and the reason for the return.
3. Once we approve your return, we will provide you with a return authorization and further instructions on how to send the product back to us.
#### 3. **Return Shipping Costs**
– **If the return is due to a defect, damage, or incorrect item** sent by PrimaUrban, we will cover the return shipping costs.
– **If the return is due to a change of mind**, the customer will be responsible for return shipping costs.
#### 4. **Refund Process**
Once we receive the returned item, it will be inspected to ensure it meets our return policy requirements. If approved, we will process your refund within **7-10 business days** to the original method of payment.
– **Please note:** Shipping charges (if applicable) are non-refundable unless the return is due to a fault on our part.
– If the product was purchased with a discount or promotion, your refund will be based on the amount paid after the discount.
#### 5. **Damaged or Defective Products**
If you receive a damaged or defective product, please contact us immediately upon receipt of your order, preferably within **48 hours**, with clear photos of the damage or defect. We will arrange a replacement or full refund, including return shipping, at no extra cost to you.
#### 6. **Non-Returnable Items**
The following items are **not eligible for return**:
– Custom-made products or items made to your specifications.
– Clearance or final sale items.
– Gift cards.
#### 7. **Exchanges**
Currently, we do not offer direct exchanges. If you would like to exchange an item for a different model or size, please return the item for a refund and place a new order for the desired product.
#### 8. **Contact Us**
If you have any questions or concerns regarding our refund and returns policy, please feel free to contact our Customer Support team:
– Email: **[support@primaurban.com]**
– Phone: **[+505-378-5411]**
Thank you for shopping with **PrimaUrban**! We appreciate your business and are committed to ensuring your satisfaction.
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