Refund policy
RETURN & REFUND POLICY
Last updated: March 2026
1. OUR SATISFACTION GUARANTEE
We offer a 30-day satisfaction guarantee from the date of delivery. If you are not completely satisfied with your purchase for any reason, contact us within 30 days of receiving your order and we will make it right — either through a replacement, store credit, or a full refund at our discretion.
This guarantee exists because we stand behind our product completely. We ask only that you contact us first and give us the opportunity to resolve your concern before initiating any dispute with your bank or payment provider.
2. HOW TO REQUEST A RETURN OR REFUND
To be eligible for a return or refund under our 30-day guarantee, you must:
Step 1: Contact our support team at support@primenaturals.store within 30 days of the delivery date confirmed by your tracking information.
Step 2: Include your order number, full name, and a brief description of your concern.
Step 3: Allow us 1–2 business days to respond and provide resolution instructions.
We cannot process refunds or returns that are requested without prior contact through the above process. Initiating a chargeback or payment dispute before contacting us directly voids your eligibility for our voluntary satisfaction guarantee and may result in your claim being contested in full.
3. ELIGIBLE RETURNS
The following are eligible for a refund or replacement within 30 days of delivery:
- Items that arrive visibly damaged due to shipping
- Items that are defective in manufacturing
- Items that are materially different from what was described on our product page
- Orders that were not delivered within 30 days of the estimated delivery window with no tracking movement
4. NON-ELIGIBLE RETURNS
The following are not eligible for a refund:
- Orders where the 30-day guarantee window has passed from the confirmed delivery date
- Requests made without prior contact to our support team
- Items that have been used, read, written in, or damaged by the customer
- Digital products or downloadable content once accessed
- Change of mind after the item has been delivered and is in acceptable condition
- Orders where an incorrect shipping address was provided by the customer
- Delays caused by customs, international shipping carriers, or circumstances beyond our control
- Orders where the customer initiated a chargeback or payment dispute prior to contacting us
5. REFUND PROCESS
Once your return request has been approved by our support team:
- Refunds are issued to the original payment method only
- Processing time is 5–10 business days from the date of approval
- You will receive a confirmation email when the refund has been issued
- We are not responsible for delays by your bank or card issuer in posting the refund to your account
- Shipping costs are non-refundable unless the return is due to our error
6. CHARGEBACKS AND PAYMENT DISPUTES
Please read this section carefully.
By completing a purchase on our store, you agree to contact us directly at support@primenaturals.store before initiating any chargeback, dispute, or claim with your bank, credit card company, or payment provider.
We maintain complete records of all orders, including:
- Order confirmation emails sent to the customer
- Shipping confirmation emails with tracking numbers
- Delivery confirmation from the carrier
- All customer communication and support interactions
- IP address, device, and browser data associated with each order
- Payment authorisation records
In the event of a chargeback or dispute, we will submit all of the above evidence to the payment provider or bank without exception. We contest all chargebacks where the customer received their order in acceptable condition, where the issue was not reported to us through our support process prior to the dispute being filed, or where our refund policy was clearly communicated at the time of purchase — which it was, on our checkout page.
Filing a chargeback without first contacting us constitutes a breach of our purchase agreement and may be considered fraudulent misrepresentation. We reserve the right to report instances of chargeback fraud to the relevant authorities and to pursue recovery through all available legal means.
We honour every legitimate refund request under our 30-day guarantee. We ask only that you give us the opportunity to help you first.
7. DAMAGED OR INCORRECT ITEMS
If your item arrives damaged or you receive the wrong item, contact us within 7 days of delivery at support@primenaturals.store with:
- Your order number
- A clear photograph of the damaged or incorrect item
- A photograph of the outer packaging
We will arrange a replacement or full refund at no cost to you, including return shipping where applicable. We may not be able to process claims for damaged items reported more than 7 days after confirmed delivery.
8. LOST OR UNDELIVERED ORDERS
If your tracking shows your order as delivered but you have not received it:
- Wait 3 business days — carrier systems sometimes show delivery 1–3 days before physical arrival
- Check with neighbours and building management for packages left in alternative locations
- Contact your local postal carrier with your tracking number
If after following the above steps your order still cannot be located, contact us within 14 days of the marked delivery date and we will investigate with the carrier and arrange a resolution.
We are not responsible for packages confirmed as delivered to the address provided at checkout. It is the customer's responsibility to provide an accurate and secure delivery address. If an address was entered incorrectly, we will attempt to intercept the package but cannot guarantee recovery.
9. INTERNATIONAL ORDERS
For international orders, the following additional conditions apply:
- The customer is responsible for any customs duties, import taxes, or fees levied by their country's customs authority. These are not included in our prices and are not refundable by us.
- International delivery windows are estimates only. Delays caused by customs processing, international carriers, or local postal services do not constitute grounds for a refund unless the item has not arrived within 60 days of the order date.
- Return shipping for international orders is the responsibility of the customer unless the return is due to our error.
10. CONSUMER RIGHTS
Nothing in this policy is intended to limit or exclude any consumer rights you may have under the applicable laws of your country or state that cannot be excluded by contract. If any provision of this policy conflicts with applicable law, the applicable law prevails to the extent of the conflict.
11. AGREEMENT TO THIS POLICY
By placing an order on our store, you confirm that you have read, understood, and agreed to this Return and Refund Policy in full. This policy was clearly displayed and accessible at the time of your purchase.
12. CONTACT US
For all return, refund, or order enquiries:
Email: support@primenaturals.store Response time: Within 1–2 business days
We are here to help. Please contact us before taking any other action — we will always work with you to find a fair resolution.