At Prime Essences, customer satisfaction is our top priority. If you are unsatisfied with your purchase, we’re here to help. Please read our Refund and Returns Policy carefully to understand your rights and how to return items.
1. Return Eligibility
We accept returns of most products within 10 Days of the purchase date. To be eligible for a return, your item must:
- Be unused and in the same condition as when you received it.
- Be in the original packaging with all tags, accessories, and manuals included.
- Have proof of purchase (e.g., order confirmation or receipt).
Unfortunately, we cannot accept returns on certain items for hygiene reasons, including:
- Opened tobacco products
- Disposable hookah tips
- Used or damaged products unless they arrived in such condition
2. How to Initiate a Return
To initiate a return, please contact our customer service team at info@prime-essences.com with your order number, details of the product(s), and the reason for the return. Once approved, we will provide instructions on how to send the item(s) back to us.
Please note that customers are responsible for the shipping costs associated with returning items unless the product is defective or damaged.
3. Refunds
Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be issued to your original payment method within 10 business days.
Depending on their policies, refunds may take additional time to be processed by your payment provider. We will do our best to ensure prompt processing on our end.
Non-Refundable Items
- Shipping fees (except for defective items or those damaged in transit)
- Sale or clearance items (unless otherwise noted)
4. Exchanges
We only replace items if they are defective or damaged. If you need to exchange a defective item for the same product, please contact us at info@prime-essences.com within 10 Days of receiving your order. We will arrange for the exchange or provide a suitable alternative.
5. Damaged or Defective Products
If your product arrives damaged or defective, please notify us within 10 Days of delivery. We will either send a replacement or provide a refund, depending on your preference. To process a damage claim, we may request photos of the damaged item and packaging.
6. Sale Items
Only regular priced items may be refunded. Sale or clearance items are not eligible for refunds unless they arrive damaged or defective.
7. Contact Us
If you have any questions about this Refund and Returns Policy, please feel free to contact us at:
Prime Essences
Email: info@prime-essences.com
