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Refund-cancellation

Cancellations and Returns


If I request for a replacement, when will I get it?

Visit My Orders to check the status of your replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & the email that we send you for your replacement request .

Which products are not eligible for returns?

The following table contains a list of products that are not eligible for returns as per the seller’s Returns Policy:

Category

Products that can’t be returned

Auto Accessories

Additives, Air Fresheners, Brighteners, Cleaners, Bike/Car Stickers, Degreasers, Dent/Scratch Removers, Filler Putty, Headlight Vinyl Films, Liquid Solutions, Lubricants, Polish, Power Steering Fluids, Sealants, Oils and Wax

Automobiles

Cars, Mopeds, Motorcycles and Scooters

Bath and Spa

Bath Bubble/Salt/Sponge/Wash, Body Wash, Loofahs, Scrubs, Shampoos and Soaps

Baby Care

Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers

Cleaning Products

Cleaning Gels, Detergents, Detergent Pods, Fabric Wash Products, Surface Cleaners, Stain Removers and Washing Bars/Powder

Computer Accessories

Blank/Educational Media, CDs/DVDs, Ink Toners, Music, Movies and Software

Food and Nutrition

Canned Food, Condiments, Drinks, Fruits, Health Supplements, Meat, Seafood, Syrups, Vegetables and other Edible Products

Fashion

Baby Dolls, Clothing Freebies, Lingerie Wash-bags, Shapewear, Socks, Stockings and Swimsuits

Footwear Accessories

Oils, Glue, Grease, Socks, Shoe Deodorants/Polish Creams/Sprays and Wax

Gardening Products

Plant Saplings, Plant Seeds and Soil Manure

Health Care

Antiseptic, Band Aid, Body Pain Relief, Eye Drops, First Aid Tape, Glucometer Lancet/Strip, Healthcare Devices and Kits, Medical Dressing/Gloves and pH Test Strip

Home Products

Adhesives, Barbeque wood, Bird/Insect Repellent, Contact Cement, Crack Fillers, Inks, Guitar/Yoyo Friction Stickers, Marker Refills, Mosquito Coil/Vaporiser/Vaporiser Refills, Naphthalene Balls, Scuba/Smoking-Pipe Mouthpieces and Sprays

Hygiene

Cannula, Contact Lens, e-Hookah, Fake Moustache, Female Urination Devices, Menstrual Cups, Needles, Panty Liners, Shaving Products, Smoking Patch, Straws, Sweat Pads, Tampons, Teeth Whitening Products/Wipes, Tissues, Toilet Tissue Aid, Toilet Rolls and Women Intimate Care

Innerwear

Bra Accessories, Briefs, Boxers, Lingerie Sets, Panty, Garter, Trunks and Vests

Jewellery

Coins

Music Instrument Accessories

Mouthpiece Cap/Pad/Set, Oils and Polish

Party Supplies

Balloons, Candles, Cut-outs, Decoration articles and Whistles

Festive Supplies

Hookah Charcoal/Flavor/Mouth-tip, Incense Sticks and Holi/Rangoli Color

Personal Care

Conditioners, Creams, Deodorants, Electric Ear Cleaners, Eyebrow/Eyelash/Hair Styling Products, Eye Mask, Face Wash, Face Care/Fairness Products, Fragrance, Fresheners, Gels, Hair Care, Kajal, Lens Solution, Lip Plumper/Stain, Blackhead/Makeup/Nail Paint Removers, Mascara, Mehendi, Nail Sanding Pad, Oils, Oral Hygiene Products, Perfumes, Hand/Toothbrush Sanitizers, Serums, Talc, Sunscreen, Tanning Liquid, Tattoo, Toners and Wigs

Pet Supplies

Aquarium Consumables, Hair Styling, Health Care/Medicinal Products, Horse Girth/Grooming Kit/Braid Tail Bag/Hay/Liniment/Poultice, Inhaler Masks, Litter Box Enclosures, Litter Scoops, Pet Chew, Pet Food/Treat, Pet Pad, Pet Hygiene/Personal Care Products, Poultice, Tail Wraps, Waste Bags and Water Troughs

Sexual Wellness

Condoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits, Sexual Massagers, Sexual/Pleasure Enhancement Products and Vaginal Dilators

Can items be returned after the time period mentioned in the seller's Returns Policy?

No

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

How do returns work?

You can raise a request to return your items with these simple steps:

1. Log into your Primestorz account

2. Go to My Orders

3. Click on 'Return' against the item you wish to return or exchange

4. Fill in the details and raise a return request

Once you raise a request, you'll get an email and SMS confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the 'My Orders' section of your primestorz account.

I see the 'Cancel' button but I can't click on it. Why?

A greyed out and disabled 'Cancel' button can mean any one of the following:

1. The item has been delivered already

OR

2. The item is non-refundable (e.g. Gift Card)

What is the Buyer Protection policy?

The Buyer Protection policy mediates buyer-seller disputes. In case a seller declines your request for a return of an item and you are not convinced with the reason given, you can write to us at resolution@primestorz.com for Buyer Protection. You can dispute the resolution that the seller has shared for your issue until 45 days from the date of delivery and concern is looked into by us on a case-to-case basis.

What should I do if I have an issue with my product after the return period?

To return/exchange your order, follow these simple steps:

1. Go to My Orders

2. Choose the item you wish to return or exchange

3. Fill in the details

4. Choose Request Return.

You can get in touch with the brand or an authorised service centre of the brand to claim the warranty for your product (wherever applicable).

How can I return or exchange an item?

When is a return of an item not possible?

How can I know the status of my refund?

What are the modes of refund available after cancellation?

The different refund modes available are:

1. PhonePe Wallet - available for orders with select sellers. You will get this option for eligible orders during cancellation

2. Back to source - available for orders with all sellers. The amount is refunded to the payment mode that was originally used to pay for the order

3. NEFT transfer - available for all Cash-on-Delivery orders. As per policy, cash refunds are not possible

When are refunds given?

Refunds are given when:

- The seller cannot provide a replacement
- A dispute has been ruled in your favour in-line with Buyer Protection
- Sellers allow refunds on select categories under certain conditions

Please check the seller's Returns Policy on the product page for more details

I ordered a wrong item. Can I return it?

Yes

What should I do if I find the package open or tampered on delivery?

Can I change the address for the pick-up the of item(s) in my order?

Why have I been asked to ship the item?

What is the pickup process?

I have requested for a return for my item. When will it happen?

I have requested a replacement, when will I get it?

I've still not received the refund in my bank account.

What are the refund timelines if I cancel or return a product?

The refund timelines will depend on the payment modes as listed below:

  1. Debit card - 7-9 Business days
  2. Credit - 7-9 Business days
  3. Netbanking - 3-7 business days
  4. COD - IMPS, 1 Business days
  5. EMI (Standard+No cost+Debit card) - 7- 9 Business days
  6. Primestorz Pay Later - 24 to 48 hours
  7. Gift Card - 24 hours
  8. PhonePe:
  • PhonePe wallet - 24 hours
  • PhonePe UPI - 1 business day
  • PhonePe Credit/Debit card - 7 business days

Note: Refunds will be credited to the payment source used at the time of placing an order.
The mode of refund in case of payment through 'Cash on Delivery' will be IMPS

How will I get my refund for returning an item I paid for using 'Cash on Delivery' mode?

I have not received the reimbursement of my courier charges. What should I do?

How will I get my refund for returning an item I paid for with Cash on Delivery?

How long does it take to cancel an order?

What are the checks done for an item that I'm returning?

 

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