Return & Refund Policy

Last Updated: 25 January 2025

Thank you for shopping at PrimeZoon.
We aim to provide high-quality products and a smooth shopping experience. This Return & Refund Policy explains when and how you can request a return, replacement, or refund.

1. Eligibility for Returns

You may request a return only if:

• You received a damaged product

• You received a defective product

• You received the wrong item

• The product is missing parts or not as described

To be eligible:

• The item must be unused.

• It must be in its original packaging.

• You must report the issue within 48 hours of delivery.

2. Non-Returnable Items

Due to hygiene and safety regulations in the Kingdom of Saudi Arabia, some items cannot be returned:

• Health & Beauty products (e.g., creams, serums, cosmetics, perfumes, oils)

• Opened or used products

• Mobile accessories that have been used, installed, or damaged

• Computer accessories that have been opened or unsealed

• Items bought on sale or during special promotions (unless defective)

We reserve the right to decline returns that do not meet these conditions.

3. Return Process

To request a return:

1. Email us at primezoon48@gmail.com

2. Include:

   • Order number

   • Photos or video of the damaged or wrong item

   • Description of the issue

3. Our support team will review your request within 24–48 hours

4. If approved, we will arrange a pickup or provide a return address

The product must be returned using the courier service instructed by PrimeZoon.

4. Inspection & Approval

Once we receive the returned item:

• Our quality team will inspect it

• Approval or rejection will be communicated within 3–5 business days

Refunds or replacements will only be processed after inspection approval.

5. Refund Options

If your return is approved, you may choose:

A. Refund to Original Payment Method

• Refunds to bank card or payment wallet may take 5–10 business days, depending on your bank.

B. Store Credit / Voucher

• Issued instantly

• Can be used for any future purchase on primezoon.com

C. Replacement Product

• Replacement is sent once the returned item is approved and processed.

6. Shipping Costs

• If the item is damaged, defective, or incorrect:
  PrimeZoon will cover the return shipping cost.

• If the customer wants to return for personal reasons (not applicable for many categories):
  The customer must pay the return shipping fee.
  (Subject to approval and product type)

7. Order Cancellation

You may cancel an order:

• Before the product is shipped

• After shipping, cancellation is not possible

If cancelled before shipping, a full refund will be issued.

8. Late or Missing Refunds

If you haven’t received your refund:

• Check your bank account again

• Contact your card provider or bank

• Processing may take additional time depending on the financial institution

If you still face issues, contact us at primezoon48@gmail.com

9. Faulty or Wrong Product Delivery

If you received the wrong item or a damaged product:

• Report the issue within 48 hours

• Provide clear photos or video

• We will replace or refund depending on your preference

10. Contact Us

For questions or return requests, contact us at:

📧 primezoon48@gmail.com
🌐 primezoon.com
📍 Saudi Arabia

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