Refund policy

Return Window

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

Return Eligibility

To qualify for a return, your item must:

  • Be unused and in the same condition as received

  • Include all original tags and packaging

  • Be accompanied by proof of purchase

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

How to Start a Return

To initiate a return, please contact us at info.getprimenexa@gmail.com.

If your return is approved, you will receive return instructions.

⚠️ Items returned without prior authorization will not be accepted.

Return address:
Nieuwland 17
9000 Gent
Belgium

Return Shipping

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.

Shipping costs are non-refundable.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us within 7 days of delivery so we can resolve the issue.

Non-Returnable Items

We do not accept returns on:

  • Perishable goods (food, flowers, plants)

  • Custom or personalized items

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

  • Hazardous materials, flammable liquids, or gases

  • Sale items

  • Gift cards

Exchanges

We do not offer direct exchanges.
To receive a different item, please return your original item and place a new order.

Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved:

  • Refunds will be issued to your original payment method

  • Processing time: 5–10 business days

Please note: your bank or credit card provider may take additional time to process the refund.

If you haven’t received your refund within 15 business days after approval, please contact us at info.getprimenexa@gmail.com.

Order Cancellations

Orders can only be canceled within 12 hours of placement. After this time, orders may already be processed and cannot be canceled.

Additional Notes

In some cases, returns may not be required and a partial or full refund may be issued instead.