General policy

Because Primora products are personal care items, opened or used products are generally not eligible for return unless the item arrives damaged, defective, incorrect, or materially different from what was ordered.

Damaged or incorrect orders

If your order arrives damaged, leaking, broken, or incorrect, please contact us as soon as reasonably possible after delivery.

To review the issue quickly, we may ask for:

• your order number
• clear photos of the item and packaging
• a short description of the issue

Eligibility for exchange or replacement

An item may be considered for exchange or replacement where:

• the wrong item was delivered
• the item was damaged on arrival
• the product appears defective before normal use

Refunds

Refunds are not issued automatically. If a return request is approved after review, the refund method will depend on how the order was paid and what resolution has been agreed.

In some situations, an exchange, replacement, or store credit may be offered instead of a direct cash refund.

Non-returnable situations

• opened or materially used personal-care products
• preference-based dissatisfaction after use
• claims made without enough order evidence
• damage that appears to have occurred after delivery

Support requests

Please contact Primora through WhatsApp or the Contact page with your order details so the request can be reviewed properly.