Returns & Refunds

1. Overview

At Prime Skincare LTD, we are committed to ensuring our wholesale customers receive genuine, high-quality products in perfect condition. This Returns and Refunds Policy outlines the terms under which products may be returned, exchanged, or refunded. By placing an order with us, you agree to the terms of this policy.

This policy applies to all wholesale orders placed with Prime Skincare LTD (Company Reg: 11680416, VAT: GB 362019226), registered at 63 Plantation Road, Amersham, Buckinghamshire, HP6 6HW, United Kingdom.

2. Eligibility for Returns

You may request a return within 14 days of receiving your order, subject to the following conditions:

• Products must be unused, unopened, and in their original packaging.
• Products must be in the same condition as received, with all seals, labels, and protective packaging intact.
• A valid proof of purchase (order confirmation or invoice) must be provided.
• Return requests must be submitted in writing via email to sales@primeskincareltd.com or WhatsApp at +44 7454 572356.

3. Non-Returnable Items

The following items are not eligible for returns or refunds:

• Products that have been opened, used, or tampered with.
• Products with broken seals or damaged packaging caused by the customer.
• Perishable goods or products with expiration dates that have passed.
• Products purchased on clearance or marked as final sale.
• Custom or special orders made specifically at the customer's request.
• Medical devices and pharmaceutical products (glucose monitors, injection pens, test strips, etc.).
• Products returned without a valid Return Merchandise Authorization (RMA) number.

4. Damaged or Defective Products

If you receive products that are damaged during shipping, defective, or materially different from what was described, please contact us within 48 hours of delivery with the following:

• Your order number and invoice.
• Clear photographs of the damaged or defective products.
• Photographs of the shipping packaging showing any external damage.
• A written description of the issue.

We will review your claim within 2 business days and, if approved, arrange for a replacement shipment or full refund at no additional cost to you. We may request that damaged products be returned to us for inspection before processing the claim. Claims submitted after the 48-hour window may not be eligible for resolution.

5. Incorrect Orders

If you receive an incorrect product or quantity that does not match your order confirmation, please contact us within 48 hours of delivery. We will arrange for the correct products to be shipped at our expense and organize collection of the incorrect items.

Please do not open or use incorrect products, as this may affect your eligibility for a replacement or refund. Keep all original packaging until the issue has been resolved.

6. Return Process

To initiate a return, please follow these steps:

Please note: Returns shipped without a valid RMA number may be rejected and returned to sender at the customer's expense.

7. Refund Process

Once your return has been received and inspected, we will notify you by email of the approval or rejection of your refund.

Approved Refunds

• Refunds will be processed within 5-10 business days of approval.
• Refunds will be issued to the original payment method used for the purchase.
• Bank transfer refunds may take an additional 3-5 business days to appear in your account, depending on your bank.
• You will receive an email confirmation once the refund has been processed.

Partial Refunds

In certain situations, partial refunds may be granted:

• Products returned with minor signs of handling or packaging damage not caused during shipping.
• Products returned after the 14-day window but within 30 days, at our discretion.
• Restocking fees of up to 15% may apply to large wholesale orders returned for reasons other than damage or defect.

Rejected Refunds

Refunds will be rejected if:

• Products do not meet the eligibility criteria outlined in Section 2.
• Products fall under the non-returnable items listed in Section 3.
• Products are returned without an RMA number or beyond the return window.
• Inspection reveals the product has been used, opened, or tampered with.

8. Exchanges

If you wish to exchange a product for a different item, please contact our team. Exchanges are subject to product availability and the same eligibility criteria as returns. If the replacement product has a higher value, you will be invoiced for the difference. If lower, a partial refund will be issued.

For fastest resolution, we recommend requesting a refund for the original product and placing a new order for the replacement item.

9. Shipping Costs for Returns

10. Order Cancellations

Orders may be cancelled free of charge if the cancellation request is received before the order has been dispatched. Once an order has been shipped, it cannot be cancelled and must follow the standard return process outlined above.

To cancel an order, please contact us immediately via email at sales@primeskincareltd.com or WhatsApp at +44 7454 572356 with your order number. We will confirm whether the cancellation was processed successfully.

11. Wholesale-Specific Terms

As a wholesale distributor, the following additional terms apply:

• Bulk Orders: For orders exceeding 100 units, returns may be subject to restocking fees of up to 15% unless the return is due to damage, defect, or our error.
• Batch Discrepancies: Minor variations in product packaging, batch codes, or manufacturing dates are common in wholesale distribution and do not constitute grounds for return unless the product is expired or materially different from the description.
• Shelf Life: All products are shipped with a minimum remaining shelf life of 6 months from the date of dispatch unless otherwise agreed. If you receive a product with less than 6 months of shelf life remaining and this was not disclosed prior to purchase, you may request a return or exchange.
• Temperature-Sensitive Products: Certain products require specific storage conditions. Once delivered, it is the customer's responsibility to store products according to manufacturer guidelines. Returns due to improper storage after delivery will not be accepted.
• Resale Condition: Products returned must be in resaleable condition. Products that have been relabelled, repackaged, or modified in any way will not be accepted for return.

12. Contact Us

If you have any questions about this Returns and Refunds Policy or need to initiate a return, please contact our team:

Our team aims to respond to all return and refund enquiries within 1 business day. For urgent matters, WhatsApp is the fastest way to reach us.