Refund policy

Returns & Refunds Policy – EU & German Compliance

Return Policy Overview

We offer a 14-day return policy in compliance with EU Consumer Rights Directive (2011/83/EU). However, due to the nature of our products, returns are subject to strict hygiene and resaleability conditions under § 312g Abs. 2 Nr. 3 BGB (German Civil Code).

Certain items are non-returnable once opened or used, and all damage claims must be reported within 24 hours of delivery.

1. Eligibility for Returns

To qualify for a return, your item must:
✔ Be unused and unworn, in the same condition as received.
✔ Be in its original, unopened, or open-box condition, including any protective hygiene wrapping (if applicable).
✔ Include all original packaging, accessories, and proof of purchase.

⚠ Hygiene-sensitive and intimate products are strictly non-returnable once opened.

2. How to Start a Return

To request a return, contact us at f.sanchez@primegtexperts.com. Do not send the item back without authorization; unauthorized returns will not be accepted.

📦 Packaging Condition: Please ensure the original carton box is in good condition for return shipping, as this product requires oversized packaging.

3. Damages & Issues – Strict 24-Hour Reporting Rule

We require that all damage, missing items, or defects be reported within 24 hours of delivery.

✅ If the package arrives visibly damaged

  • Refuse the delivery and request a return-to-sender report from the courier.
  • Contact us immediately with details and photos.

✅ If the damage is discovered after opening the box

  • You must report the issue within 24 hours of delivery.
  • Send clear photos of the damage, packaging, and shipping label to f.sanchez@primegtexperts.com.

❌ Claims made after 24 hours cannot be accepted, and refunds or replacements will not be issued.

4. Non-Returnable Items

🚫 We do not accept returns for:

  • Opened or used hygiene-sensitive products (e.g., intimate items).
  • Items without original packaging or protective materials.
  • Damage claims made after 24 hours of delivery.
  • Sale items or gift cards.

5. Exchanges

We do not offer direct exchanges. To get a different item, place a new order and return the original (if eligible).

6. Refunds

Once we receive and inspect your return, we will notify you of the approval status.

✅ If approved, the refund will be processed within 10 business days to your original payment method.

⚠ Processing times may vary depending on your bank or credit card provider.

❗ If more than 15 business days have passed since refund approval, contact us at andovuk@gmail.com.