Exchange, Return and Refund Policy

At Prime Collectives, we are committed to ensuring a satisfactory shopping experience. As we operate a dropshipping business, the terms for returns and exchanges are set out below to ensure a smooth and fair process for all parties.

1. Eligibility for Returns and Exchanges

Due to the nature of our business, we have specific conditions for accepting returns and exchanges.

Returns: We only accept returns for products that are explicitly marked as “Returnable” on their individual product page.
Exchanges: We only accept exchanges for products that are explicitly marked as “Exchangeable” on their individual product page.

2. Our 7-Day Policy

You must initiate a return or exchange request within 7 days of the delivery date of your order. Requests made after this 7-day period cannot be processed.

3. Mandatory Video Evidence

To be eligible for a return or exchange, you must provide clear and continuous video evidence that demonstrates the product’s condition upon arrival. This video must capture the entire process from start to finish, including:

Product Delivery: The video should start with the unopened package as it is handed over by the courier.
Unboxing: The video must show the complete unboxing of the product, revealing its contents.
First Use: The video must capture the first attempt at using or activating the product, clearly showing the damage or defect.

If you are unable to provide this video evidence, we will not be able to process your claim for a return, exchange, or refund.

4. Non-Returnable and Non-Exchangeable Items

Please note that certain items are not eligible for returns or exchanges, including but not limited to:

Electronic products
Items that have been used, opened, or damaged by the customer after delivery.
Items without their original packaging.
Any products explicitly marked as “Non-Returnable” or “Non-Exchangeable” on their product page.

5. Return Refusal and Restocking Fee Policy

We reserve the right to apply a restocking fee or deduct certain charges in specific situations related to returns or non-cooperation by the customer.

5.1. Charges for Rejected/Denied Parcels

If a customer rejects, denies acceptance of, or fails to collect a parcel after it has been dispatched, and the package is returned to the sender (our supplier), we will deduct the full cost of shipping charges before issuing a refund. This deduction covers both the forward shipping cost (to the customer) and the reverse shipping cost (back to the supplier).

5.2. Restocking Fee

A restocking fee may be applied to any returned and approved item to cover the administrative and logistical costs associated with processing the return.

Fee Application: This fee is applied when an item is returned and approved for a refund, provided the return was initiated due to a verified case of damaged goods, as per the eligibility criteria outlined in Section 1.
Fee Amount: We reserve the right to charge a restocking fee of up to 20% of the product’s value. The specific fee will be determined upon inspection of the returned item and will be deducted from your total refund amount.
5.3. Non-refundable Deductions

In all approved refunds, the following amounts are non-refundable and will be deducted from the total:

The cost of return shipping (as per customer responsibility).
The original shipping charges paid on the order.
The applicable restocking fee (if applied).

6. The Return Process

To request a return or exchange, please follow these steps:

Gather the required video evidence as detailed in Section 3.
Go to our Contact Us page and fill out the form.
In your message, please provide your order number and a detailed description of the issue. You will need to attach a link to your video evidence.
Our customer support team will review your request and video evidence. If your request is approved, we will provide you with instructions for returning the item.

7. Refunds

Once your return is received and inspected by our team, we will send you an email notification regarding the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will be applied to your original method of payment.
Refund Processing Time: Please allow 5 to 10 business days for the refund amount to reflect in your bank account, as processing times can vary depending on your bank.

Please be aware that the original shipping charges are non-refundable. You, the customer, are also responsible for all costs associated with returning the product to the designated address.

8. Contact Us

If you have any questions or require clarification on our Exchange, Return, and Refund Policy, please do not hesitate to contact us through our Contact Us page.