Refund and Returns Policy

Effective Date: January 7, 2025

PrimexSuri is committed to providing high-quality products for your little ones and ensuring customer satisfaction. This Refund and Returns Policy outlines our guidelines for returning products purchased from our website, primexsuri.com. We strive to make the return process as easy and fair as possible.

1. Eligibility for Returns

  • Unopened and Unused Items: We accept returns of unopened, unused, and resalable products within 30 days of the purchase date. Items must be returned in their original packaging, with all tags and seals intact.

  • Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 14 days of receipt to arrange for a replacement or full refund. We will require photographic evidence of the damage or defect.

  • Exceptions: Due to hygiene reasons, we do not accept returns on opened or used baby clothing, accessories, or personal care items unless they are defective or damaged. Certain items, such as gift cards, are also non-returnable.

2. How to Initiate a Return

  • Contact Customer Support: To initiate a return, please contact our customer support team at info@primexsuri.com or call us at (231) 549-2626. Please provide your order number, the product you wish to return, and the reason for the return.

  • Return Authorization: We will issue a Return Authorization (RA) number and provide you with instructions on how to return the product. Please do not send products back without an RA number, as it may delay processing.

  • Return Packaging: Securely package the item in its original packaging, including all components and accessories. Include the RA number clearly marked on the outside of the package.

  • Return Shipping Costs: Customers are responsible for the return shipping costs unless the product is defective or damaged. We recommend using a trackable shipping method.

3. Refunds

  • Refund Processing: Once we receive your returned item and verify its condition, we will process your refund within 7-10 business days. You will receive an email notification once the refund is processed.

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. Please allow some processing time for your financial institution to credit your account.

  • Partial Refunds: In certain cases, we may issue a partial refund for items that do not fully meet our return criteria, such as slightly damaged packaging.

  • Original Shipping Fees: Original shipping fees are non-refundable unless the return is due to our error or a defective product.

4. Exchanges

  • We currently do not offer direct exchanges. If you would like to exchange an item, please return the original item for a refund and place a new order for the desired product.

5. Non-Returnable Items

  • Gift cards

  • Opened or used baby clothing, accessories, and personal care items (unless defective or damaged)

  • Items not purchased directly from primexsuri.com

6. Return Condition

  • Returned items must be in their original condition, unopened, unused, and with all original tags, labels, and packaging intact. We reserve the right to refuse returns that do not meet our eligibility criteria.

7. Contact Us

If you have any questions about our Refund and Returns Policy, please contact us at:

PrimexSuri
04640 Camp Ten Rd
Boyne Falls, Michigan (MI)
Phone: (231) 549-2626
Email: info@primexsuri.com
Website: primexsuri.com