Return Policy

 

If you do not satisfied with our goods and want to send them back to get a refund or an exchange, you can create a ticket in Order Details section, we will reply you in 24 hours(except weekends) and give you further information and some useful advice.

  1. Please contact us before sending the item back to us for a refund. We do not accept returned items that were sent back by you directly without checking with us first.
  2. Write your order number on the package, like ‘8175976263482707’ to make your package be recognized easily, so we can solve your problem as soon as possible.
  3. You have to undertake return express fees by yourself.
  4. After we make sure that we have received the return package, we will contact you and give you a refund or an exchange.

Ⅰ. Returns can be accepted within 15 days as below

The returns from our customers are acceptable within 15 days after you get the package. when we confirm the arrival of the package you returned, we ‘ll refund you the payment. Items that can be returned or refunded of receiving must follow the criteria as below:

  1. Please make sure the products are unused and will not affect the secondary sales.
  2. Faulty items damaged/broken, or soiled upon arrival.
  3. Items received in the incorrect size/color.
  4. Because that we charged the shipping fee in behave of the shipping company, we will only refund you the good price which is responsibility.
  5. After returning the products, please inform us the following information in your ticket:

 

  • Order No., for example, ‘8175976263482707’
  • Item barcode No., for example, 944769
  • Quantity of each item
  •  Photo of the products you sent back
  • Photo of the shipping label on the package primajane.com sent to you
  • Photo of the shipping label in the package you sent to primajane.com
  •  The unique barcode on the item which is stick to the package of the item
  1. The shipping fee charged by the courier company, so the returning shipping fee will be provided by your side.

Step:

  1. Please consult the customer service about the information we need before sending back the package.
  2. Send the package back to us. 
  3. After returning the products, please offer our customer service the information you collect above or add to your account, where you can find a chart to upload the information.
  4. After confirming the information, we will refund the money to your account directly. But the amount is frozen which can be used until we get the package.
  5. We will activate the refund in your account when we get the package, then you can use that for a new order.

 

Ⅱ. Unconditionally refund accepted for wrong items

The refund request from our customers is acceptable unconditionally if customer service confirms primajane.com send you the wrong item.

PS:

  1. Please make sure the products unused before you sending back and inform us the following information：
  •  Order No., for example, ‘8175976263482707’
  •  Item No. for example, ‘K6OY0S3YU9ID’
  •  Item barcode No., for example, 944769
  •  Photo of the products you sent back 
  •  Photo of the shipping label on the package Prima Jane sent to you
  1. Prima Jane will confirm the information 
  2. After we making sure that we sent you the wrong item, we will refund you the amount to your account which you can use for a new order or inform our financial staff refund back to your PayPal account or others if you like.

 

Full Refunds

We offer the full refund on any items that are found to be faulty or damaged due to our fault. Damage caused because of the fault of the third party or customer’s own fault cannot apply for the refund.

Partial Refunds 

We also offer a partial refund on returned items which have some original parts missing. In such a case, the customer can only get a partial refund.

Customers are only required to pay for shipping once, which includes both delivery and returns. If free shipping was provided, the return shipping costs will be the responsibility of the consumer. However, if the return is a result of seller-related issues, such as incorrect style, size, or product defects, Prima Jane will cover the shipping costs. Please note that the shipping fee paid by customers during the ordering process is non-refundable.

Returns Application Time: Within 15 days of delivery.

Before returning items, please contact us first, thank you!

Online Service Time – 9:00 am to 6:00 pm PST office hours