At PrimeCartel.sbs, your satisfaction is our priority. We understand that shopping online requires trust and confidence, and while we work hard to deliver high-quality products, there may be occasions where an item needs to be returned, exchanged, or refunded. This policy explains in detail our guidelines for returns, refunds, and exchanges, ensuring clarity and fairness for every customer.
By purchasing from PrimeCartel.sbs, you agree to the terms outlined in this Refund & Return Policy.
1. General Eligibility for Returns
To qualify for a return, the following conditions must be met:
- The item must be in unused, unworn, and undamaged condition.
- The product must be returned in its original packaging with all tags, manuals, accessories, and promotional items (if any).
- The return request must be initiated within 14 days of receiving the order.
- A valid order number, invoice, or receipt must be provided to process the return.
Non-returnable items include:
- Personal care and hygiene products (skincare, cosmetics, perfumes, etc.)
- Intimate items (underwear, lingerie, swimwear, etc.)
- Perishable goods (food, beverages, flowers, etc.)
- Customized or personalized items made specifically for you
- Digital goods, downloadable products, and gift cards
2. How to Initiate a Return
If you wish to return a product, please follow this process:
- Contact Us: Email our support team at support@primecartel.sbs within 14 days of receiving the product. Include your order number, product details, and the reason for return.
- Approval & Instructions: Once your request is reviewed, we will send you the return instructions and the designated return address.
- Ship the Item: Pack the product securely in its original packaging. Customers are responsible for return shipping unless the return is due to a defective, damaged, or incorrect product.
- Inspection: Once the item is received, our quality assurance team will inspect it to confirm it meets the return eligibility.
- Refund or Exchange: If approved, you will receive your refund, exchange, or store credit depending on your preference.
3. Refund Guidelines
Refunds are processed through the original payment method used at checkout unless otherwise arranged. The typical refund timeline is:
- Credit/Debit Card Payments: 5–10 business days
- Wallets/UPI/Net Banking: 3–7 business days
- PayPal or International Payments: 7–14 business days
Refunds will cover only the product price. Shipping fees, handling charges, or cash-on-delivery fees (if any) are non-refundable unless the product was defective, damaged, or incorrect.
4. Exchanges
We gladly offer exchanges under the following conditions:
- Exchanges are only available for different sizes, colors, or variations of the same product.
- The item being exchanged must meet the return eligibility conditions.
- If the requested item is not available, customers may opt for store credit or a full refund.
5. Damaged, Defective, or Wrong Items
If you receive a product that is damaged, defective, or different from what you ordered, please notify us within 48 hours of receiving it.
Steps to follow:
- Email support@primecartel.sbs with your order number.
- Attach photos or videos clearly showing the issue.
- Our team will verify and arrange a free replacement or a full refund.
6. Cancellations
- Orders can be canceled within 12 hours of purchase if they have not yet been shipped.
- Once shipped, cancellations cannot be processed. Instead, you may initiate a return after delivery.
- Approved cancellations before shipment will result in a full refund issued to your original payment method.
7. Store Credits
As an alternative to refunds, we may offer store credits:
- Store credits are valid for 6 months from the date of issue.
- They can be used only on PrimeCartel.sbs.
- Credits are non-transferable, non-refundable, and cannot be exchanged for cash.
8. Return Shipping Responsibility
Unless the return is due to an error on our part (wrong, defective, or damaged item), the customer is responsible for the cost of return shipping.
We recommend using a reliable courier service with a tracking option. PrimeCartel.sbs will not be responsible for lost or damaged packages during return shipping.
9. Exceptions
We reserve the right to reject a return, refund, or exchange request if:
- The product shows visible signs of use, wear, or intentional damage.
- The return request is made after the 14-day window.
- The item is marked as “Final Sale” or “Non-Returnable.”
- Original packaging, tags, or accessories are missing.