Refund policy

At Prime Picks, we want you to be happy with your purchase. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under the conditions below, we’re here to help.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

The product is damaged or defective upon arrival.
You received a different product from the one you ordered.
The product is missing essential parts or accessories.
The product has a manufacturing defect that prevents normal use.

To be eligible for a return, the product must generally be unused, in its original condition, and accompanied by its original packaging, accessories, and other included items.

2. Products That Cannot Be Returned

For hygiene, safety, or other practical reasons, certain products may not be eligible for return. This can include products that have been used, opened, altered, damaged after delivery, or are otherwise clearly marked as non-returnable on the product page.

3. How to Request a Return

To request a return, please contact us at:

Email: support@primepicks.com

Please include:

Your order number
Your name and contact details
Reason for the return
Clear photographs or a short video showing the issue, where applicable

Our support team will review your request and provide the next steps if the return is approved.

4. Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, please contact us as soon as possible after delivery with photographs or video evidence of the package and product.

We may require this information to verify the issue and process a replacement or refund.

5. Refunds

Once an approved return is received and inspected, we will notify you about the status of your refund.

If approved, the refund will be processed to the original payment method, where applicable. The time taken for the amount to appear in your account may vary depending on your bank or payment provider.

6. Replacement

Where appropriate, Prime Picks may offer a replacement instead of a refund, particularly when the product is defective, damaged, or incorrectly shipped.

Replacement availability is subject to stock availability.

7. Return Shipping

If the return is due to a product being defective, damaged upon arrival, or incorrectly shipped by us, Prime Picks may arrange or reimburse the applicable return shipping, subject to verification.

For other returns, return shipping costs may be the customer's responsibility.

8. Cancellation

If you wish to cancel an order, please contact us as soon as possible at support@primepicks.com. We cannot guarantee cancellation once an order has been processed or shipped.