1. Introduction
At Prime Cartel, your satisfaction is our highest priority. We endeavor to deliver skincare products that enhance your beauty routine with quality, reliability, and elegance. If you’re not fully satisfied with your purchase, this policy explains your options for refunds, returns, and exchanges.
This policy applies to all products purchased from primecartel.xyz, including:
- Physical skincare items (e.g., cleansers, serums);
- Digital products (e.g., e-guides, digital subscriptions);
- Subscription plans (e.g., regular deliveries, subscription with setup fees, free trial offers).
2. Cancellation, Return & Refund Timeframes
- Physical products: You have 30 calendar days from the delivery date to initiate a return or request a refund or exchange.
- Digital products: Digital purchases are non-refundable once accessed or downloaded, unless legally required.
- Subscriptions with free trials: If canceled within the trial period, no charges are incurred. After trials convert to paid subscriptions, cancellations apply as per subscription terms.
- Subscriptions with setup fees: Setup fees are non-refundable, but you may cancel future recurring charges according to subscription terms.
3. Eligibility Criteria
To qualify for returns, refunds, or exchanges:
- Physical products must be unused, in their original condition, with all seals, labels, and packaging intact.
- You must obtain a Return Authorization (RA) number from our Customer Support before initiating a return.
- RA numbers must be clearly indicated on the return package.
- For defective or damaged items, contact us within 7 days of delivery with photos and order details.
Physical products failing to meet these requirements may be denied or may incur a restocking fee.
4. Return Authorization (RA) Process
- Contact Customer Support with your order number, date of purchase, and reason for return.
- If eligible, you’ll receive an RA number and detailed instructions on how to package and ship the product.
- Clearly mark the RA number on the exterior of the package.
- Ship the item using a trackable method (recommended) to the address provided.
Important: Returns shipped without an RA may be refused or delayed.
5. Return Shipping & Restocking Fees
- Customer-paid returns: In most cases, you are responsible for return shipping costs. We recommend using a trackable or insured service.
- Seller-paid returns: If return is due to our error—such as a defective, damaged, or incorrect item—Prime Cartel will cover return shipping costs.
- Restocking fees: Items returned in good condition for reasons other than defects (e.g., buyer’s remorse) may incur a restocking fee of up to 10% of the original purchase price.
6. Refund Processing
Once we receive and inspect your returned item:
- Refunds for approved returns are initiated within 5–7 business days.
- Refunds are issued to the original payment method.
- Allow 5–10 business days for funds to reflect, depending on your payment provider.
Should your refund not appear within this timeframe, please check with your bank first, then contact our Customer Support—we’ll help trace status and resolve.
7. Exchanges & Store Credits
Instead of a refund:
- You may select an exchange (subject to product availability).
- If your item is out of stock, you may opt for store credit of equivalent value.
- For final sale or discounted items, we may offer store credit only, not refunds.
8. Digital Products & Subscriptions
- Digital products (e.g., guides, ebooks) are non-refundable once accessed, except where required by law.
- Subscription cancellations: Must be initiated before the next billing cycle. Setup fees are non-refundable once charged.
- If you’re experiencing technical difficulties with digital products, contact support promptly—we may offer alternative solutions or compensation at our discretion.
9. Damaged, Defective, or Incorrect Items
If your physical product arrives damaged, defective, or incorrect:
- Notify us within 7 days of delivery with photo proof.
- We may offer a replacement, repair, or full refund (including shipping).
- If a replacement isn’t available, you’ll receive a full refund.
10. Sale & Discounted Items
- Most sale items are final sale and may only be eligible for store credit, not a refund.
- Discounts on defective items will be evaluated on a case-by-case basis—we’ll offer fair resolution based on the situation.