At Primo we want to ensure that your experience is simple and hassle free. If you’re not completely satisfied with your purchase, you have the option to return it to us within 30 calendar days after receiving it at your delivery address.
There are a few conditions for items returned to us, so please read carefully.
WHAT ARE THE CONDITIONS FOR RETURNING MY PRODUCT(S)?
• Perishable items (e.g. edibles , CBD oils & extracts) do not qualify for a return. However, if you are not satisfied with a perishable product, please get in contact with our customer service and we may be able to help in a different way.
• For hygienic reasons vapes , pipes, or anything else considered to be of a similar nature only qualify for a return if they are unused and (where applicable) sealed in their original packaging.
• All items must be returned in their original packaging sealed, unopened, unused, and undamaged (if applicable).
HOW DO RETURNS WORK?
If you wish to return an item, please contact us via telephone or email. Products can only be returned to us after this has been approved by a member of our team.
When your product is eligible for a return (see return conditions), you’ll receive an e-mail from us with further instructions. If not, we’ll also let you know of course.
ARE RETURNS FREE OF CHARGE?
Return costs incurred by the customer are non-refundable unless the item arrived damaged or is being returned under warranty.
HOW LONG DOES IT TAKE FOR MY RETURN TO BE PROCESSED?
Your return will be processed within 2 working days after reception.
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
If your item was damaged upon delivery, please inform us within 7 calendar days of receipt at your address. Please send us an e-mail (email@example.com) with a picture of the damaged product and your order number. We’ll then get back to you as soon as we can with a suitable solution.
I HAVE RECEIVED AN INCOMPLETE ORDER. WHAT SHOULD I DO?
In the event you have received an incomplete order, you must inform us within 7 days of receipt at your address. We’ll then get back to you as soon as we can with a suitable solution.
I HAVE RECEIVED THE WRONG PRODUCT. WHAT SHOULD I DO?
In the event you have received the wrong product from us, you must inform us within 7 days of receipt at your address. We’ll then get back to you as soon as we can with a suitable solution.
HOW DOES THE REFUND PROCEDURE WORK?
If the event of a refund we will ask for a valid bank account details. We will process the refund within 5 business days after we have received all the required information. It should be taken into account that it can take 1-2 business days for refunds to appear after they have been processed.