Returns & Refunds
You may return items from our Primeorvellatz product range within 60 days of delivery without stating a reason. Here you will find the applicable guidelines, the return procedure, who pays the postage, and when your refund will arrive.
1. Conditions
Cancellations or returns within the period of 60 days from the delivery date are possible, provided that the products are unused, complete, in their original condition, and in undamaged original packaging. Electronic devices must include all accessories and operating instructions. Hygiene-sealed products must neither have been opened nor unsealed.
2. Return procedure
- Submit a return request by email to [email protected] stating the order number and the reason for return.
- Receive the authorization number (RMA) and official return address from our support team by email.
- Pack goods securely for transport in their undamaged original packaging with intact seals and send them to the provided return address.
- Receive a refund of the purchase amount within 3 to 10 business days after successful quality and completeness inspection via the original payment method.
3. Who pays return shipping
If the item is defective or incorrect goods were packed, we cover the postage, issue a prepaid shipping label, or arrange for parcel collection. If you simply do not like the product, you cover the return shipping costs. No additional fees apply.
4. Refund timing and method
We issue the refund within 3 business days after reviewing the returned items. If you paid cash on delivery, we transfer the funds to your specified bank account; for prepayment via bank transfer, the amount is returned to the originating account. It usually takes 1 to 5 business days for the funds to clear.
5. Overview of the process
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Correct items will be dispatched, defective shipment collected | None |
| Parcel lost | Replacement delivery or full refund upon completion of the investigation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the purchase amount | Return shipping only |
6. Exchanges
If you would like a different version, fit, or model, return the initial item as described and place a new order. We will credit the purchase price once the item arrives. If the error was on our part, we will deliver the new order free of shipping charges.
7. Cancelling an order
As long as your package has not left our premises, you can cancel the order free of charge. A quick message with your order number to [email protected] is sufficient. If the items are already in transit, the standard return process applies.
8. Questions about this policy
Contact [email protected] or call us at +49 431 44067939 during business hours (Mon-Fri 09:00 - 17:30, Sat 09:45 - 15:00). We respond on business days within 24 hours.