Date updated: 21 July, 2023


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Our policy lasts 15 days - you may return an item to us in accordance with this policy for an exchange or refund at our discretion within 15 days of the fulfillment of the order. If 15 days have gone by, we reserve a right not to offer you a refund or might do so with certain conditions.


To be eligible for a return, your item must be unused, unwashed, with original tags and in the same condition that you received it. It must also be in the original packaging.


Several types of goods are exempt from being returned. For example, perishable goods such as food, flowers, newspapers and magazines cannot be returned. We also do not accept:

  • Intimate wear, including swimwear and underwear
  • sanitary products
  • hazardous materials, flammable liquids or gases
  • customised and/or one-of-a-kind artist made items (including but not limited to engravements, custom prints, or other customisations)
  • water bottles
  • yoga props and mats
  • sale items

This list is not exhaustive and we reserve the right to refuse returns on some items. Please also note that some sellers might have a separate / exclusive return policy which will be noted in the item description.

To complete your return, we require a proof of purchase. Please do not send your purchase back to the manufacturer.


There are certain situations where only partial refunds can be granted: (if applicable)

* Book with obvious signs of use.

* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 15 days after the fulfillment.


Any decision we make on whether or not to accept a return is entirely at our discretion.


Returns process

  1. In order to return the item that meets return criteria, you will need to submit a return request in the Returns Center (you will need to provide information about the items you are returning and the reason why you want to return it).
  2. You will then receive a return label which you can use to return the package to us.
  3. Pack and seal the package with the original packaging you received your order in.
  4. Attach the label to the package (please do not cover any barcodes with tape as it might become unusable).
  5. Bring the package to the nearest post office (see your nearest location here) within 15 days. If the return is not shipped back within 15 days after receiving returns label, we reserve the right to cancel the return request.
  6. After receiving your package, our partner merchant will inspect the items (if they are eligible for return), process your return and you will receive a confirmation email that it has been received and accepted.
  7. You will also receive confirmation of the refund amount and time it will take to be back to your original payment method.

Damaged / lost items

In the event that your order arrives damaged in any way or is lost in transit, please email us as soon as possible at contact@primarche.ca with your order number and a photo of the item’s condition if damaged / circumstances if items are lost. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. Claims policy is available upon request.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request for a refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 business days (might be longer depending on your banking provider or payment processor).


Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@primarche.ca.


Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be returned or refunded.


Exchanges

Unfortunately, we do not accept or process exchanges. The best way to exchange items is to process a return of the item you do not want and place another order for the new item.


Shipping

To return your product, you will be emailed a return label and detailed instructions how to do it.


Returns are free.


Depending on where you live, the time it may take for your returned item to reach us, may vary.


We don’t guarantee that we will receive your returned item.