Refund & Cancellation Policy
This refund and cancellation policy outlines how you can cancel or seek a refund for a product/service that you have purchased through the Platform at https://primosa.in.
Cancellation Policy
- Cancellations will only be considered if the request is made within 7 days of placing the order
- Cancellation requests may not be entertained if the orders have been communicated to sellers/merchants and they have initiated the process of shipping them
- If the product is out for delivery, you may choose to reject the product at the doorstep
- Primosa does not accept cancellation requests for perishable items like flowers, eatables, etc.
- However, refund can be made if the user establishes that the quality of the product delivered is not good (no replacements provided)
Damaged or Defective Items
- In case of receipt of damaged or defective items, please report to our customer service team
- The request would be entertained once the seller/merchant has checked and determined the same at its own end
- This should be reported within 7 days of receipt of products
- If you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 7 days of receiving the product
- For products that come with a warranty from the manufacturers, please refer the issue to them
Important: Parcel Opening Video Requirement
Mandatory Requirement: For all refund and return applications, customers must provide a video recording of the parcel opening process. This video must clearly show:
- The unopened parcel with visible shipping label
- The complete opening process from start to finish
- The condition of the product immediately upon opening
- Any visible damage or defects
Note: Applications without the required parcel opening video will not be processed. The video must be submitted within 24 hours of receiving the parcel.
Refund Processing
In case of any refunds approved by Primosa, it will take 7 days for the refund to be processed to you.
Important: Courier Charges Policy
For orders below ₹6,000: If you request a refund or return, the courier charges for sending the product back to us will be borne by the customer. The return shipping cost will be deducted from your refund amount (maximum ₹300).
For orders above ₹6,000: We will bear the return shipping charges as part of our customer service commitment.
Return Policy
Return Eligibility
- We offer refunds within the first 1 day from the date of your purchase
- If 1 day has passed since your purchase, you will not be offered a return or refund of any kind
- The purchased item should be unused and in the same condition as you received it
- The item must have original packaging
- If the item was purchased on sale, it may not be eligible for return/refund
- No replacements are provided - only refunds are available
Return Process
- Contact our customer service team to initiate a return request
- Provide your order number and reason for return
- Submit the mandatory parcel opening video as described above
- Our team will review your request and provide return instructions
- Package the item in its original packaging
- Ship the item back to us using the provided return label
- Once received and inspected, we will process your refund
Exempted Products
You agree that there may be certain categories of products/items that are exempted from returns or refunds. Such categories of products would be identified to you at the time of purchase.
No Replacement Policy
Important Notice
Primosa does not provide any type of replacements. In case of defective or damaged items, we only offer refunds as per our refund policy. Once your returned product is received and inspected by us, we will send you an email to notify you about receipt of the returned product. If the same has been approved after the quality check at our end, your refund request will be processed in accordance with our policies.
Contact Information
Customer Service
Email: primosa1109@gmail.com
Phone: +91 9691818104, +91 9264984739, +91 9260960454
Address: 401-B, Ojas valley, kallali mohalla, chawani main road, Indore, India
Business Hours: 7:30 AM - 10:30 PM (All Days)
Note: This policy is subject to change without prior notice. Please check this page regularly for updates. For any queries regarding returns, refunds, or cancellations, please contact our customer service team.