Refund policy

Returns

We offer a 30-day return policy — you have 30 days after receiving your item to request a return. Items must be unused, in their original condition and packaging, with proof of purchase.

To request a return, use our dedicated contact form and include your order number. Once your return request is reviewed and approved, we will send you the return shipping address along with detailed instructions on how and where to send your package. Please do not ship any item back before your return has been approved — items sent without an approved request cannot be accepted.

For full details on eligibility, exceptions, refunds, and the EU 14-day cooling-off period, please see our Refund Policy.

Questions?

For any shipping or delivery question, reach us anytime at contact@primlay.com or through our contact form. We're here to help.

Exceptions / Non-Returnable Items
Before contacting us about a possible return, please check if your product falls under certain types of items that cannot be returned, such as perishable goods (like food, flowers, or plants), personalized products (like special orders or personalized items), and personal care products (like beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please feel free to contact us if you have any questions or concerns about your specific item.

Otherwise, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can contact us for a return of your product only and exclusively via the dedicated contact form. This form is reserved for customers who have already made a purchase on primlay.com . When using it, it is imperative to indicate your order number in order to process it. 
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact form.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The quickest and easiest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item. Therefore, we do not do any direct exchanges.