Our Commitment to Your Satisfaction
At Primal Shop, we understand that finding the perfect beauty products is essential to your confidence and style. While we strive to provide premium quality hair accessories, extensions, and beauty products that exceed your expectations, we recognize that sometimes an exchange or return may be necessary. Our hassle-free return policy is designed with your complete satisfaction in mind.
Return & Exchange Eligibility
To be eligible for a return or exchange, your item must meet the following criteria:
- Timeframe: Request must be made within 15 days of receiving your order
- Condition: Items must be unused, in original packaging, and with all tags attached
- Proof of Purchase: Original order confirmation or receipt required
- Hygiene Standards: All returned items must meet our hygiene standards for resale
Non-Returnable Items
For health and hygiene reasons, the following items cannot be returned or exchanged:
- CONTACT LENSES (opened or unopened)
- EYE LASHES (once packaging is opened)
- COMBS & BRUSHES (used or with removed packaging)
- Opened cosmetic products including CURLING CREAM, DETANGLER, GEL, HAIR CREAM, and CONDITIONER
- Any items that have been used, altered, or damaged after delivery
Return & Exchange Process
1 Submit Your Request
Contact our customer service team within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
2 Receive Authorization
We will review your request and, if approved, provide you with a Return Authorization Number and shipping instructions. Do not ship items without this authorization.
3 Package Your Items
Securely package the items in their original packaging, including all tags and accessories. Include a copy of your order confirmation or receipt.
4 Ship Your Return
Ship the package to our return address using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error.
5 Processing
Once received, we will inspect your items and process your refund or exchange within 3-5 business days.
Refund Information
Refunds will be processed to the original payment method used for purchase:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
- PayPal: 3-5 business days after processing
- Original shipping costs are non-refundable
- Exchange items will be shipped once the return is processed, using your original shipping method
Return/Exchange Request Template
Copy and paste the template below into an email to [email protected] with the subject line: “Return/Exchange Request – [Your Order Number]”
Subject: Return/Exchange Request – [Your Order Number]
Email Content:
Dear Primal Shop Customer Service Team,
I would like to request a [return/exchange] for my order #[Your Order Number].
Items to Return/Exchange:
- Product Name: [Product Name]
- Quantity: [Quantity]
- Reason for Return/Exchange: [Please specify reason]
For exchanges, I would like to exchange for:
- Product Name: [Desired Product Name]
- Quantity: [Quantity]
My Contact Information:
- Full Name: [Your Full Name]
- Email: [Your Email Address]
- Phone: [Your Phone Number]
I confirm that the items are unused and in their original packaging with all tags attached.
Thank you for your assistance.
Sincerely,[Your Name]
Important Notes
- Returns must be initiated within 15 days of delivery confirmation
- Items must be returned from the original shipping address
- We recommend using a trackable shipping method for returns
- Refunds exclude original shipping costs
- International returns may be subject to customs fees, which are the customer’s responsibility
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges:
Email: [email protected]
Address: 57 Hidden Lake Court, Savannah, US 31419
Response Time: We typically respond within 1-2 business days
Thank you for choosing Primal Shop for your beauty needs. We’re committed to ensuring your complete satisfaction with our premium products.