Last updated: March 31, 2021



Thank you for shopping at PrimaBerry!

If, for any reason, you are not completely satisfied with your purchase, please contact us at within 10 working days of receiving the item, returns will be accepted up to 10 days from the date you received your order.


Order Cancellation

To cancel your order, please contact us at 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.



Excluding order cancellations before dispatch, to be eligible for a refund, all items must be returned before the refund can be processed. Items must be returned unused, undamaged and in the original packaging accompanied by a receipt or proof of purchase.



Excluding order cancellations before dispatch, we will only be able to process your refund once we have received your item and if it meets the Eligibility requirements stated above. Once your return is received and accepted, your refund will be processed, you will receive a confirmation email, and a credit will automatically be applied to the original payment method. Please allow a few days for your payment method provider to show the credit. If you haven’t received your refund in 14 working days from the refund confirmation email, please send us an email to



Shipping costs are non-refundable. You will be responsible for paying for your own shipping costs for returning the items. The shipping costs associated with the delivery 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 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 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 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