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Eligible returns of products purchased on Primesty which were shipped out by us and item(s) must be returned together with proof of purchase. Items must be returned following the requirements outlined below, within 10 days from the date of delivery. If 10 days have gone by since the delivery date, unfortunately, we can’t offer you a refund or exchange. Please be informed that you have to pay the return shipping fee. Returned merchandise must meet the below requirements to be accepted for a refund:

1. All items must be in original condition with original tags attached. Merchandise that has been worn, used, altered, or damaged will not be accepted.

2. Made to Order, DIY, and personalized items are final sale and cannot be returned.

3. Items that have been imported by us and where the object has been damaged, faulty, or wrongly described, and where there is a case of missing sections of the order. You need to contact us via [email protected] before you return the product, if you have sent the item without our confirmation and instruction, we cannot process your request.

We will send you an email after your return has been received and examined to advise you that we have received your returned item. We will also tell you if your refund has been approved or rejected.
If you are authorized, your refund will be processed and a credit will be sent to your credit card or original mode of payment within 2-5 business days.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a message via [email protected]

If you haven’t got a refund yet, search your bank statement again first. Then call your credit card provider, it will take some time before your refund is finally due. Next, please contact your bank. There is always some turnaround time (3-5 business days) before a refund is made. If you have completed all of this and have not yet earned your refund, please email us at [email protected]

Once you finish the checkout of an order, you can adjust its information or cancel it by contacting us via [email protected] within 6 hours. After that, the order will be sent to the production department, and you can no longer adjust the order details or cancel it.

The design of personalized items cannot be adjusted after the order is successfully placed. You can change size and color as long as the price of the product stays the same. The item quantity in a discounted order and the product type of your order cannot be changed. If you have any requests for these changes, please place a new order and contact us to cancel the original one within 6 hours. Please note that if you cancel your order within 6 hours of order placement, management, processing, and transaction fee (30% of your total order value) will be applied.
Full refund only applies to switching orders. Once you place new orders, our system will automatically cancel old orders and refund 100%. Please inform us via email when you have switching orders.

1. You must provide all information and materials in connection with your orders placed in our store when needed. We reserve the right to suspend or terminate your customer account if you fail to provide the information and materials needed or provide inaccurate or fraudulent information.
2. We shall not be responsible for any damages, claims, liabilities, costs, harms, inconveniences, business disruptions, or expenditures of any kind that may arise as a result of or in connection with any used or stored products purchased from our store.
3. When you make a purchase, the risk of order loss transfers from our store to you from the moment we deliver your order to the carrier. You will bear all related liabilities and risks during the third-party transportation of your order.
4. We shall not take any liabilities for any loss or delivery failure of the shipment if your initial shipping address is incorrect. Hence, kindly check your information carefully before checking out. After your order is completed, if you find any mistakes in the order confirmation, please contact us at [email protected] within 48 hours.

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