1. General Refund Principles
- Refunds are issued in cases where customers:
- Receive a product that is damaged, defective, or faulty.
- Receive the wrong product, size, or color.
- Experience non-delivery of products within the committed timeframe.
- Cancel their order before dispatch.
- Refunds are always subject to:
- Proof of purchase (order number, receipt, or invoice).
- Compliance with the conditions outlined in this policy.
- Inspection and approval by PrimeCartl’s quality assurance team.
2. Non-Refundable Situations
Not all purchases are eligible for refunds. Refunds will not be processed under the following conditions:
- The product has been used, washed, or damaged due to customer handling.
- Items returned without original packaging, tags, or labels.
- Products bought on Final Sale or Clearance, unless defective.
- Gift cards, digital vouchers, or promotional coupons.
- Minor variations in color or appearance due to lighting or display screens.
- Delay in delivery caused by force majeure events (natural disasters, strikes, etc.).
3. Timeframe for Refund Requests
- Refund requests for damaged or defective products must be initiated within 48 hours of receiving the order.
- Refund requests for wrong size, fit, or change of mind must be raised within 7 days of delivery.
- After these windows, no refund claims will be entertained unless covered by applicable consumer protection laws.
4. Process of Requesting a Refund
To make the refund process smooth, follow these steps:
- Contact Customer Support
- Email us at support@primecartl.com or use our online contact form.
- Provide your order ID, reason for refund, and supporting evidence (images or videos if the product is defective).
- Approval of Request
- Our team reviews your case within 2–3 business days.
- If approved, you will be given return instructions or a prepaid shipping label.
- Returning the Item
- Pack the item in its original packaging with tags intact.
- Ship it to the designated PrimeCartl return address.
- In some cases, pickup may be arranged by our courier partners.
- Inspection
- Once received, our team inspects the returned product.
- If the item meets eligibility, the refund will be processed.
5. Refund Issuance
Refunds will be processed through the same payment method used at the time of purchase:
- Credit/Debit Cards – refunded to the original card within 7–10 business days.
- Net Banking / UPI – refunded to the same account within 5–7 business days.
- Wallets – refunded back within 2–3 business days.
- Cash on Delivery Orders – refunded via bank transfer or issued as store credit.
- Gift Cards / Coupons – refunds may only be reissued as store credits.
6. Partial Refunds
Partial refunds may be offered in certain scenarios:
- If only some products in a multi-item order are returned.
- If the item is returned slightly handled but still in acceptable condition.
- If shipping charges are non-refundable (unless the error is PrimeCartl’s fault).
7. Order Cancellations
- Before Shipment – Customers can cancel their orders for a full refund within 12 hours of placing them.
- After Shipment – Once shipped, cancellations are not allowed. Customers must follow the return process.
- PrimeCartl reserves the right to cancel any order due to stock unavailability, fraudulent activity, or technical errors.
8. Exchange Policy
Instead of refunds, customers may opt for an exchange.
- Exchanges are allowed for size, color, or design variations.
- If the replacement item is of higher value, customers must pay the difference.
- Exchanges follow the same return and inspection procedure as refunds.
9. Return Shipping Responsibility
- If the refund request is due to PrimeCartl’s error (wrong item, defective product), return shipping will be free.
- If the return is due to customer preference (change of mind, wrong size ordered), customers are responsible for return shipping.
10. International Orders
For international customers:
Shipping charges and import duties are non-refundable.
Refunds are applicable under the same terms.
Return shipping costs and customs duties are the customer’s responsibility (unless the error is on our side).