Refund policy

Prime Market — Returns & Refund Policy 

1. Overview

We operate a 7-day return window from the date of delivery.
After this period, all sales are final.

All items must meet the conditions outlined below to qualify for a return or refund.

2. Eligibility for Returns

To be eligible for a return:

  • Return request must be submitted within 7 days of delivery confirmation
  • Item must be unused, undamaged, and in original condition
  • All original packaging, accessories, and included materials must be returned
  • Proof of purchase is required

We reserve the right to refuse any return that does not meet these conditions.

3. Non-Returnable Conditions

A return or refund will NOT be accepted if:

  • Item shows signs of use, wear, tampering, or damage caused after delivery
  • Original packaging is missing or significantly altered
  • Serial numbers, labels, or identifiers have been removed or modified
  • Return request is made after the 7-day window
  • Item has been resold, transferred, or used commercially by the buyer

4. Damaged, Faulty, or Incorrect Items

If you receive an item that is:

  • Damaged in transit
  • Incorrect compared to your order
  • Or arrives with a verified fault

You must contact us within 48 hours of delivery with:

  • Clear photos of the item
  • Photos of packaging
  • Order number

After review, we will offer one of the following:

  • Replacement item (priority option)
  • Refund (if replacement is not available)

We may require return of the item depending on the case.

5. Lost Parcels

If a parcel is confirmed lost in transit:

  • We will open an investigation with the courier
  • A replacement will be issued once the courier confirms loss OR compensation is approved
  • Refunds are not issued until the courier investigation is complete

We are not responsible for delays caused by the courier once dispatched.

6. Refund Processing

Approved refunds:

  • Are processed to the original payment method only
  • May take 5–10 business days depending on the payment provider
  • Exclude original shipping costs (unless fault is ours)

7. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect
  • We strongly recommend tracked shipping for returns
  • We are not responsible for returns lost in transit

8. Fraud, Abuse & Chargebacks

We actively monitor for refund abuse and chargeback fraud.

We reserve the right to:

  • Refuse service to repeat refund claimers
  • Block accounts associated with fraudulent activity
  • Provide full transaction evidence (tracking, delivery confirmation, communications) to payment providers in case of chargebacks

Chargebacks initiated without prior contact will be contested with full documentation.

9. Shipping Responsibility

Once an order is marked as “dispatched” and tracking is provided:

  • Responsibility transfers to the courier service
  • Delivery timelines are estimates, not guarantees (unless explicitly stated as guaranteed service)

10. Contact for Returns

All return requests must be submitted via:

  • Email or Contact form

Include:

  • Order number
  • Reason for return
  • Supporting evidence (if applicable)