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Exchanges and Returns
Exchanges and Returns
Our product exchange policy aims to provide customers with total security regarding the products purchased at our store. All our products come with a warranty against manufacturing defects. We also facilitate exchanges for products that differ from the one ordered by the customer.
If you receive a product from us with a manufacturing defect or one that is different from what you ordered, please follow these steps to process the exchange:
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If more than 7 business days have passed and the product presents a defect or issue, contact us, providing your social security number (SSN), order number, the product to be returned, and the defect.
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Once we receive your email, we will forward your request to our quality department for verification. Authorization from this department is required before an exchange can be processed.
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After the analysis, we will contact you with the results and confirm whether an exchange is needed.
The timeframe to request an exchange for this reason is 90 days after receiving the product. Please note: Exchanges or refunds will not be processed beyond this timeframe.
Your complaint will be reviewed within 7 business days, and if the issue is confirmed, we will contact you via email. You can then choose one of the following options:
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Receive a refund for the amount paid.
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Receive a new product identical to the one ordered.
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Receive a product of similar value.
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Receive a store credit equal to the value of the product for use in future purchases.
According to U.S. consumer protection laws, the request to cancel online purchases must be made within 7 calendar days of the date of receipt. For refunds to a credit card, our finance department has up to 7 business days to process the request with the credit card provider. The time for the refund to reflect on your credit card depends on your card provider and billing cycle but may take up to 120 days.
If a refund is required, it will be issued via bank transfer within 10 business days after quality inspection. Refunds can only be processed to an account registered under the same SSN used on our website.
For products returned without prior notice, beyond the allowed timeframe, or with missing items, tags, or an invoice, these products will be shipped back to the customer. The same applies to rejected exchanges after inspection by our quality department. These products will be sent back via COD (Cash on Delivery), and the shipping cost will be the customer's responsibility.
Attention: PrimePick does not cover shipping expenses for returns leading to refunds, chargebacks, or exchanges for other products. These expenses are the responsibility of the customer.