RETURN POLICY

Order Cancellations

If you need to change your mind, we can accommodate order cancellations provided your request is made before the item enters production or is dispatched. Orders successfully canceled during this stage will receive a full refund. Please understand that once a package has been shipped out, it is no longer eligible for cancellation. (For your reference, our standard processing time is 2 to 7 days.)

Return Guidelines

We want you to be completely satisfied with your shopping experience. If an item doesn't quite meet your expectations, you have the option to request a return within 14 days of the delivery date. To qualify for a return, the product must remain unused, in the exact condition you received it, and housed within its original packaging. A receipt or proof of purchase is also required to process your request.

Please note that custom-made or personalized items are crafted specifically for you and are generally excluded from this standard 14-day return window.

Return Process & Shipping Responsibilities

To start a return, simply reach out to our team at cs@primeamall.com. We will guide you through the process and provide the correct return mailing address. Please ensure packages are sent to the facility we designate rather than directly to the manufacturer.

We do not charge any restocking fees for your returns. Regarding return shipping costs:

  • For standard returns (such as a change of mind), the customer is responsible for organizing the return shipment and covering the carrier fees.

  • If your item arrived damaged, defective, or incorrect due to an error on our end, you will not be required to bear the return shipping expenses.

Refund Processing

Once your returned package reaches our facility, we will inspect the items and send you an email update regarding the status of your refund. Approved refunds are automatically credited back to your original payment method within 7 days.

If you are expecting a refund but haven't seen it post to your account yet, we recommend first double-checking with your credit card provider and bank, as processing times can vary among financial institutions. If you have completed these checks and the funds are still missing, please contact us at cs@primeamall.com so we can help investigate the issue.