Refund and Returns Policy – PrimoShop

At PrimoShop, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.

Return Eligibility

Customers may request a return within 3 days of receiving the product.

Items eligible for return must meet the following conditions:

  • The item must be unused and in the same condition that you received it

  • The item must be in the original packaging

  • The item must have the receipt or proof of purchase

  • The item must not be damaged due to misuse by the customer

Defective or Incorrect Items

If you receive a product that is defective, damaged, or different from what you ordered, please contact us within 3 days of delivery. We will arrange a replacement or refund at no additional cost.

Non-Defective Returns

Customers may also return items that are not defective provided that:

  • The item is unused

  • The item is returned in its original packaging

  • The return request is made within 3 days of delivery

Return shipping costs for non-defective items may be the responsibility of the customer.

Exchanges

We accept exchanges for defective or damaged items. If you need to exchange a product for the same item, please contact us.

Refunds

Once we receive your returned item, we will inspect it and notify you of the status of your refund.

If approved, your refund will be processed within 7 business days and will be issued using the original payment method where possible.

Return Method

Returns can be arranged in-store or via delivery depending on the customer’s location.

How to Request a Return

To start a return, please contact our support team with your order details:

Email: support@primoshop.co.ke

Our team will provide instructions on how to return the item.

Non-Returnable Items

Certain items may not be eligible for return, including:

  • Used or damaged items caused by the customer

  • Items returned after the return window

  • Clearance or promotional items (unless defective)

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

PrimoShop
Website: https://primoshop.co.ke