Returns and Refunds Policy

At PRIMAJIA, your satisfaction matters to us. This policy explains how to request a return or refund, the conditions that apply and how we handle items that are faulty, damaged or incorrect.

Nothing in this policy excludes or restricts your statutory consumer rights.

1. Our 30-Day Return Policy

You may request a return for a change of mind within 30 calendar days of receiving your order.

This 30-day return policy is an extension of the statutory cancellation rights available to eligible UK customers. The conditions for our voluntary extended return policy do not override your legal rights.

For change-of-mind returns under our extended policy, the item must be unused, unwashed, in its original condition, and returned with its original packaging and all included components.

A return under our extended change-of-mind policy will be accepted only if the applicable conditions are met. Once we receive and inspect the returned item, we will confirm whether it qualifies for a refund under this policy.

These conditions do not apply in a way that removes or restricts statutory rights. For example, UK customers exercising their statutory right to cancel an online purchase may inspect goods as they reasonably would in a shop. Where handling goes beyond what is necessary to inspect the goods, a deduction may be made only where permitted by law.

2. How to Request a Return

Before returning an item, please contact us at contact.primajia@gmail.com.

Include:

• Your order number.

• The item you wish to return.

• The reason for the return.

• Photos, if the item is damaged, faulty or incorrect.

Please wait for our return instructions before sending the item back. This helps us identify your order and direct the return correctly.

For a change-of-mind return under our extended policy, we will assess eligibility against the applicable conditions in this policy. For faulty, damaged, incorrect or misdescribed items, the request will be handled separately under Section 5 and applicable consumer law.

3. Return Shipping Costs

Eligible returns from the United Kingdom: PRIMAJIA covers standard return shipping for eligible change-of-mind returns requested within our 30-day return window. Please contact us first so we can provide the appropriate return instructions.

International change-of-mind returns: Customers are responsible for return shipping costs unless applicable law requires otherwise or PRIMAJIA confirms a different arrangement.

Faulty, damaged, incorrect or misdescribed items: If PRIMAJIA is responsible for the issue, we will cover applicable return costs where required by law and arrange an appropriate resolution.

Original delivery charges will be refunded where required by law. Where a customer paid for an upgraded delivery service, any refund of delivery charges will be handled in accordance with applicable law.

4. Refunds and Refund Approval

Once we receive a returned item, we will inspect it and assess whether it meets the applicable return requirements.

For change-of-mind returns under our extended policy, a refund will be approved only when the applicable return conditions have been met. If the item does not qualify, we will explain the reasons and contact you about the next steps.

Approved refunds will be issued to the original payment method.

For statutory cancellations in the UK, we will follow the applicable legal deadlines. We may withhold a refund until we receive the returned goods or evidence that they have been sent back, whichever occurs first, where permitted by law.

If a customer exercises a statutory cancellation right in the UK, the refund will include the cost of standard delivery where legally required. Any deduction for diminished value will be made only where permitted by law.

Your payment provider may need additional time to display a processed refund in your account.

5. Faulty, Damaged, Incorrect or Misdescribed Items

If your item arrives faulty, is damaged, is incorrect or does not match its description because of an issue for which PRIMAJIA is responsible, your request will be treated separately from a change-of-mind return.

The standard conditions for change-of-mind returns do not determine whether you are entitled to a remedy for a faulty or incorrectly supplied item. We will handle your request in accordance with applicable consumer law.

You do not lose your statutory rights merely because the item has been opened or its original packaging is unavailable. Any assessment of its condition will take account of the nature of the complaint and your legal rights.

Please contact contact.primajia@gmail.com with your order number, a description of the issue and photos where available. Please contact us before sending the item back so we can provide the appropriate instructions.

Where PRIMAJIA is responsible for the issue, we will cover applicable return costs where required and provide the remedy required by law. Depending on the circumstances, this may include a refund, repair or replacement.

For UK customers, faulty goods may qualify for a statutory short-term right to reject and receive a refund, generally within 30 days of delivery. Additional rights may apply after that period.

Nothing in this policy limits your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.

6. Statutory Cancellation Rights in the UK

For most online purchases delivered in the UK, customers have a statutory right to cancel within 14 days of receiving the goods, without giving a reason.

After notifying us of the cancellation, customers generally have a further 14 days to send the goods back.

Customers may inspect goods as they reasonably would in a shop. If handling goes beyond what is necessary to establish the goods' nature, characteristics and functioning, a deduction for diminished value may be made only where permitted by law.

These statutory rights are separate from PRIMAJIA's extended 30-day change-of-mind return policy and are not replaced by it.

Certain products or circumstances may be exempt from statutory cancellation rights under applicable law.

7. International Customers

Customers outside the UK may have additional or different consumer rights under the mandatory laws applicable in their country.

Our return conditions do not remove or restrict any consumer rights that cannot lawfully be excluded. Where local law provides stronger protection, the applicable legal requirements will take precedence over this policy.

8. Contact Us

For questions about returns, cancellations or refunds, please contact:

Email: contact.primajia@gmail.com

Please include your order number so we can identify your purchase and assist you eff