Refund policy
We have a seven-day return policy, which means you have seven 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.
To start a return, you can contact us at primaballetofficial@gmail.com.
Items sent back to us without first requesting a return will not be accepted.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at primaballetofficial@gmail.com.
RETURNS
We have an seven-day return policy, which means you have seven days after your item has been delivered to file for a return! Returns will only be accepted if your clothing item is in the same condition that you received it: unworn or unused, with tags, and in its original packaging.
Customers are responsible for all shipping fees and customs charges incurred during the return or exchange process.
REFUNDS
Returns requested within the seven-day return will be credited to your original payment method once your return has been examined and reviewed by our fulfillment team. Certain banks and credit card companies take longer for refunds to be processed. Please wait 10 business days after your return has been shipped to contact us at primaballetofficial@gmail.com for any updates on your refund status.
HOW TO INITIATE A RETURN/EXCHANGE
1. Submit Return/Exchange Request: Email us at primaballetofficial@gmail.com with the following information:
a. Full Name
b. Address
c. Order Number
d. List of Item(s) to Return
e. Reason for Return
2. Await Approval: Our customer care team will promptly reply with return instructions. DO NOT send any items back without an approved return or exchange application. PRIMA is not responsible for unauthorized returns or packages sent without following this process.
3. Return/Exchange Shipping:
- PRIMA does not provide return/exchange shipping labels. Customers are expected to ship approved returns within one week of receiving the return confirmation.
- Customers are responsible for all shipping fees and customs or duty charges incurred during the return or exchange process (Any customs or duty fees may be deducted from the refund at our discretion).
4. Shipping Instructions: Upon approval, we will provide a return/exchange shipping address. Please use a shipping method that provides tracking, and adding insurance is recommended. PRIMA is not responsible for lost, damaged, or delayed return packages.
5. Tracking Information: After shipping your return/exchange, please provide us with the tracking number by email. This allows us to process your return in a timely manner.