Refund policy
RETURN AND REFUND POLICY:
During these uncertain times, we are pleased to offer a full refund for primaura.com and Primaura pop-up show purchases returned within 30 days of your purchase or delivery date. Primaura discounted sale purchases are final sales.
All refunds will be made to the purchaser and issued to the original form of payment except cash purchases, which will be refunded by company check, PayPal or Zelle. Gift receipts may receive a merchandise credit.
PLEASE NOTE: Returns must be accompanied by a sales receipt and received unworn or unused and in sellable condition. Some exclusions may apply. Used merchandise will not be accepted for a refund or exchange unless defective.
To start a return, you may contact customer care by email samantha@primaura.com or phone at 1-704-239-9901. Please note that returns will need to be sent to the following address:
Primaura
2618 Richardson Drive
Charlotte NC, 28211.
After you have shipped your item(s) back, please allow 1-2 weeks for processing. We highly recommend receiving a tracking number with any returns.
You may always contact us for any return question at samantha@primaura.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
If your order was placed through Instagram or Facebook, please go to the respective app to request a return. These orders cannot be returned through our Returns site.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return. Once approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at samantha@primaura.com