Refund policy

Return & Refund Policy

PrimeMatter

At PrimeMatter, we aim to deliver products that matter and meet your expectations. If you face any issues with your order, please review our return and refund policy below.

1. Eligibility for Returns

Returns are accepted only in the following cases:

  • Product received is damaged

  • Product is defective

  • Product received is incorrect (not as ordered)

To be eligible:

  • The issue must be reported within 48 hours of delivery

  • The product must be unused, unaltered, and in original packaging

  • Clear images or videos must be provided for verification

Returns are not accepted for reasons such as change of mind, product dislike, or incorrect order placed by the customer.

2. Non-Returnable Items

The following are not eligible for return or refund:

  • Items damaged due to misuse or improper handling

  • Products without original packaging or tags

  • Items marked as Non-Returnable on the product page

  • Personal care, hygiene, or consumable items (if applicable)

3. Refund Policy

Once the return request is approved:

  • Refunds are processed after the returned product is received and inspected

  • Refunds are issued to the original payment method

  • Refund processing time: 7–10 business days after approval

For Cash on Delivery (COD) orders, refunds will be processed via UPI or bank transfer after customer confirmation.

4. Replacement Policy

In certain cases, a replacement may be offered instead of a refund, subject to product availability.

Replacement requests must be raised within 48 hours of delivery with valid proof.
The replacement/exchange product will be delivered within 10-15 days

5. How to Raise a Return or Refund Request

Please contact us with the following details:

📧 Email: gotozee26@gmail.com

  • Order ID

  • Images / video showing the issue

  • Brief description of the problem

6. Cancellation Policy

  • Orders can be cancelled only before dispatch

  • Once the order is shipped, cancellations will not be accepted

7. Important Note

PrimeMatter operates on a dropshipping model. Delivery timelines, returns, and refunds are subject to supplier verification and logistics partner policies.