Refund policy

Your satisfaction is our priority. If you are not completely delighted with your purchase, we offer a simple, transparent 30-day return policy.

Returns

You may request a return within 30 days of the delivery date. To be eligible for a return, your item must be unused, unworn, in its original condition, and in its original packaging. Proof of purchase (order number or receipt) is required.

For hygiene and safety reasons, the following items cannot be returned: earrings and pierced jewelry (unless defective or damaged on arrival), beauty products that have been opened or used, and gift cards. Items marked as final sale are not eligible for return.

How to Start a Return

To start a return, email us at team@primeluxus.com with your order number and the reason for the return. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or incorrect — in that case, we will provide a prepaid return label at no cost to you.

Damages and Issues

Please inspect your order upon delivery and contact us within 7 days if an item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right immediately with a replacement or a full refund.

Exchanges

The fastest way to get the item you want is to return the item you have and, once the return is accepted, place a new order for the desired item.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to post the refund. If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at team@primeluxus.com.

Order Cancellations

Orders may be cancelled free of charge before they ship. Once an order has shipped, it can no longer be cancelled, but you may return it under the terms above.

Contact

PrimeLuxUS Store — team@primeluxus.com — (202) 266-7452