Return & Refund Policy

At PrymaLab, we take pride in delivering accurate orders, secure packaging, and reliable service. Due to the nature of our products, all sales are considered final once shipped. However, we are committed to ensuring every customer has a smooth and positive experience. Please read the policy below carefully.

1. All Sales Are Final

Because our products require controlled handling, proper storage, and cannot be restocked once shipped, we do not accept returns for:

  • Opened or unopened products
  • Products purchased in error
  • Products that were stored improperly after delivery
  • Buyer’s remorse or change of preference

2. Damaged or Incorrect Orders

If your order arrives damaged, incorrect, or missing items, please contact us within 48 hours of delivery. To process your request, we will require:

  • Your order number
  • Photos of the package and items received
  • A brief description of the issue

We will review the claim and, if approved, provide one of the following remedies:

  • A replacement shipment
  • A store credit

We are unable to process claims submitted after the 48-hour window.

3. Order Cancellations

Orders may be cancelled only if they have not yet been processed or shipped. Once an order enters fulfillment or is shipped, it cannot be cancelled.

To request a cancellation, contact us immediately at michael@prymalab.net.

4. Lost or Stolen Packages

Once a package is marked as delivered by the carrier, PrymaLab is not responsible for lost or stolen items. If you believe your package was misdelivered, we recommend:

  • Checking with neighbors or your building office
  • Confirming the address provided at checkout
  • Contacting the carrier directly

We will assist where possible, but final resolution may be determined by the shipping carrier.

5. Incorrect Shipping Information

Customers are responsible for entering the correct shipping address at checkout. We are not able to reroute packages once shipped. Refunds are not available for orders shipped to incorrect or incomplete addresses provided by the customer.

6. Temperature, Handling & Storage

Some products may require specific storage or handling considerations. PrymaLab is not responsible for damage caused by:

  • Exposure to extreme temperatures during or after delivery
  • Incorrect storage by the customer
  • Delays caused by the customer not accepting delivery

7. Refund Restrictions

Refunds are not available for:

  • Opened or used products
  • Products returned without authorization
  • Shipping fees
  • Packages delayed by carriers
  • Orders delivered to the address provided by the customer

8. How to Contact Us

If you believe your order qualifies for review under this policy, please contact our support team:

PrymaLab
Email: michael@prymalab.net
Phone: (606) 465-9063

By completing a purchase on PrymaLab, you acknowledge and agree to this Return & Refund Policy.

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