Returns and refunds

Prime Market offers a 14-day return policy. If you would like an exchange, you have 14 days from the date of receiving your package to send the product back to us.

If you contact us after 14 days, or if the product does not reach us within the designated time, returns cannot be accepted.

To be eligible for a return, the product must be new, unused, in its original condition, and in the original packaging, as you received it.

Please do not send your product before receiving confirmation from our support team.

To request a return, please provide the following information to our support team at info@prime-market.co within 14 days of receiving the item:

  1. An email outlining your return request sent to info@prime-market.co
  2. 2-3 photos of the product (or a video if necessary)
  3. An email explaining the reason for the return/refund request

Once we have received this information, we will decide on the next steps.

If your request is accepted, you will be notified promptly by email, and you will receive all details on how to return the product.

Once we receive and inspect the product, you will receive a confirmation email that the product has been received.

If the return conditions are met and the return is complete, you will receive a refund for your order. This will appear on your bank statement or PayPal account within 14 business days. Return shipping costs will be your responsibility.

Refunds will not be accepted in the following cases:

  • If the package was not delivered due to an incorrect or incomplete address you provided
  • If the package was not delivered due to circumstances beyond our control (e.g., natural disasters, customs issues)
  • If the tracking shows "Delivered" but you claim not to have received it
  • If the carrier did not leave a delivery notice, and the package was eventually returned to the sender (you will need to file a claim with your country’s postal service, such as La Poste in France, BPost in Belgium, etc.)
  • For all deliveries outside of metropolitan France
  • For orders placed during a Flash Sale, special discount, or using a promo code
  • Any other exceptional circumstances beyond the control of Prime Market

PRODUCT EXCHANGE

We only exchange defective products. If you received a defective item, please contact us at info@prime-market.co within 14 days of receipt, and your product will be replaced as quickly as possible after we receive proof (photos, videos, etc.).

SHIPPING

If you wish to return a product, return shipping costs will be your responsibility.

In some cases where Prime Market is responsible, we will cover the return shipping costs—for example, if you receive the wrong product.

All returned products should be sent with tracking to our return center to avoid disputes. You can provide us with the tracking number of the returned product at info@prime-market.co.

Please also include a completed and printed return form in the package so we can identify you and process your refund accordingly.