Refund policy

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item must:

  • Be in the same condition that you received it

  • Be unworn or unused

  • Include tags

  • Be in its original packaging

You will also need the receipt or proof of purchase.

To start a return, contact us at support@primeogo.com.

If your return is accepted, we will provide a return shipping label along with instructions on how to send your package. Items returned without prior authorization will not be accepted.

For any questions regarding returns, you can always contact us at support@primeogo.com.

Damages and Issues

Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at support@primeogo.com so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalized products

  • Personal care goods (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

If you have questions about a specific item, please contact us before purchasing or attempting a return.

Exchanges

The fastest way to get what you want is to return the original item. Once the return is accepted, you can place a separate order for the new item.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be:

  • In the same condition you received it

  • Unworn or unused

  • With tags and in original packaging

You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and inform you if the refund is approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, contact us at support@primeogo.com.