Return & Refund Policy

[Effective Date: September 2, 2025]

At PrimFinds, we value your satisfaction. If you're not completely happy with your purchase, we're here to help within the guidelines below. This Return & Refund Policy outlines the conditions and process for returns, refunds, and order cancellations to ensure a smooth and transparent experience.

Eligibility for Returns

We accept returns for eligible items within 30 days of delivery under the following conditions:

  • Defective or Damaged Products: If your item arrives damaged or is defective, you are eligible for a return or refund. Please contact us as soon as possible with details and (if possible) photos of the damage.

  • Wrong Item or Size Received: If we shipped you the wrong product or an incorrect size compared to what you ordered, you may return it for an exchange or full refund.

  • Condition of Item: To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it (unless it arrived damaged or defective).

  • Proof of Purchase: A receipt or order confirmation (order number) is required to validate and process the return.

If your situation meets the above criteria, we will gladly authorize a return. Please note: We do not accept returns for items simply due to a change of mind or buyer’s remorse.

Non-Returnable Items and Exceptions

Certain types of products and situations are not eligible for return or refund:

  • Outside 30-Day Window: We cannot accept return requests made more than 30 days after the delivery date.

  • Used or Altered Items: Any item that has been used, worn, or altered after delivery (and is not defective) cannot be returned. The product must be in resalable condition.

  • Final Sale & Exempt Items: Certain items (e.g., perishable goods, intimate or sanitary products, gift cards, downloadable software) are final sale and not returnable. Such items will be identified on their product pages if applicable.

We reserve the right to decline a return if it does not meet our policy conditions.

How to Initiate a Return

1. Contact Us First: Before returning any item, please email our customer support at info@primfinds.com with your order number, the item you wish to return, and the reason for the return. Our team will verify your request and provide you with further instructions. Do not send your purchase back without receiving authorization.

2. Return Authorization: If your return is approved, we will issue a Return Merchandise Authorization (RMA) and provide you with the address of our returns facility. Because we ship from multiple fulfillment centers, it’s important to use the specific return address we provide (it may differ from the original shipping address).

3. Return Address: De nieuwe erven 3, 5431NV, The Netherlands. This return address will be updated. Always contact us to confirm the correct return address before sending your item.)

4. Pack the Item Securely: Ensure the item is securely packaged to avoid damage in transit. Whenever possible, use the original packaging. Include all original accessories, tags, or manuals that came with the product.

5. Ship the Item: Using the instructions and address provided, ship the item back to us. We recommend using a trackable shipping service and purchasing shipping insurance for high-value items. Please email us the return tracking number once you have shipped the package, so we can monitor its progress.

Return Shipping Costs

Unless otherwise specified by our team, customers are responsible for the cost of return shipping. We do not provide prepaid return shipping labels. This means:

  • You will need to pay the postage costs to send the item back to us. We suggest choosing an economical, trackable shipping method.

  • Original shipping charges (the cost you paid to have the order shipped to you) are non-refundable, except in cases where the return is due to an error on our part (for example, we sent the wrong item or a defective product).

  • If you receive a refund, the cost of return shipping (what you pay to ship it back) will not be reimbursed by PrimFinds.

Note: We cannot be responsible for returns lost or damaged in transit. If a return package is lost or never arrives, we will be unable to process the refund. That’s why using a tracking service and keeping your shipping receipt is important.

Refunds

Once your returned item is received and inspected, we will notify you via email of the approval or rejection of your refund.

  • Approved Refunds: If your return is approved, we will process your refund to your original method of payment. A credit will automatically be applied to your credit card or original payment method. Please note that it may take 5 business days for the refunded amount to appear on your account, depending on your bank or card issuer.

  • Partial Refunds: In certain situations, only partial refunds may be granted. For example, if an item is returned in a condition that is not fully resalable, or if it’s returned beyond the 30-day period without prior authorization. In these cases, we may issue a partial refund at our discretion.

  • Declined Returns: If your return is not approved (for instance, if it fails to meet the above criteria or is outside the allowed timeframe), we will notify you via email. In such cases, we can ship the item back to you (at your expense) upon request, or if we do not hear back within a reasonable time, we may dispose of the item.

Refund Eligibility Reminder: We issue refunds only for items that arrive damaged, are defective, or were sent in error by us. Returns that do not fall under these categories (for example, unwanted items or buyer’s remorse) will not be refunded.

No Refunds for Customer Errors: We cannot offer refunds or free replacements if a delivery issue occurred due to an error by the customer. For example, if you provided an incorrect shipping address or failed to collect your package from the delivery location and it was returned or lost as a result, we are not obligated to refund or resend the order. Please double-check your shipping details at checkout to avoid such issues.

Refund processing time
Refunds are typically processed within 5 business days and sent to the original form of payment used for the order.

Order Cancellations

Cancellation Window: We process orders quickly to ensure prompt delivery. If you need to cancel or modify your order, please contact us at info@primfinds.com within 4 hours of placing the order. Include your order number and a clear request to cancel or change the order.

  • If your cancellation request is received within 4 hours and the order has not yet been processed, we will cancel your order and issue a full refund to your original payment method.

  • If more than 4 hours have passed, your order may already be in process at our fulfillment center. In this case, we cannot guarantee the cancellation, as the item might have been prepared for shipment.

Orders Already Shipped: Once an order has been dispatched (shipped), we are unable to cancel it. If you no longer want the product, you may need to wait until it is delivered and then initiate a return if eligible (keep in mind that if the item was delivered correctly, a return for refund may not be approved if it doesn’t meet the criteria above).

We appreciate your understanding. These cancellation timelines help us maintain our fast processing and shipping standards for all customers.

Contact Us (Returns & Cancellations)

If you have questions about our Return & Refund Policy or need assistance with a return or cancellation, please contact our customer support:

Our team is here to help and typically responds within 1–2 business days.