RETURNS
RETURNS
Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging in a re-sellable state.
Some types of goods are exempt from being returned. Socks once out of the wrapping can not be returned as are not re-sellable.
To complete your return, we will require the returns form which is supplied in your parcel or can be submitted through our returns portal.
Refunds (if applicable)
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please check your payment method, as it may take some time before your refund is officially posted.
There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@primaberry.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged or if you received the wrong item we can also exchange if there is a sizing issue. If you need to exchange it for the same item, send us an email at hello@primaberry.com and we will send you the instructions how to return it.
Shipping
To return your product, you should mail your product back to us.
You will be responsible for paying for your own shipping costs for returning your item, we do not provide free returns labels, this is to slim down chances of returns as an aim to be more conscious about delivery pollution. Shipping costs are non-refundable. If you receive a refund, the amount you originally paid for shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We will provide a free shipping charge on the exchange.
Order Cancellation
To cancel your order, please contact us at hello@primaberry.com. If the items have not yet been dispatched, we will issue a refund that will automatically be refunded to your original payment method, typically in up to 14 days, depending on your card issuer/payment method provider policy. However, if the items have already been dispatched, unfortunately, we will not be able to refund the shipping costs, the shipping costs will be deducted from the refund amount.
Damaged Items
We are very sorry to hear that. If you received broken or damaged items, please take a picture and email it to us at hello@primaberry.com the same day the items were received, along with your order number. Our customer support team will guide you through the process and the next steps.
Incorrect Orders
Our customer support team will be ready to help you sort out this situation swiftly. Please, contact us at hello@primaberry.com with your order number. If you could also add a couple of photos of the item received, that would be extremely helpful.
Order Not Delivered
If you haven’t received your order or if the tracking information states that your order has been delivered, but you have not received it, we recommend you verify that your shipping information is accurate in the order confirmation email. Next, we suggest you check if you have received a missed delivery notice or if it has been left with a concierge or at a neighbour’s address. If the package has still not been found, please contact us at hello@primaberry.com. Our team will provide all the assistance you need.
Reserved Rights
PrimaBerry reserves the right to, at any time, limit, refuse or cancel orders from customers due to an irregular or excessive returns history, or an irregular or excessive returns history involving altered, damaged or missing items. PrimaBerry also reserves the right to limit, refuse or reject returns to any customer or entity with an history of similar actions as noted above.
Contact Us
If you have any questions or need assistance, please contact us at hello@primaberry.com