At Prime Audio, we aim to provide a smooth and hassle-free shopping experience with the highest quality products. Our Return and Refund Policy outlines the process to ensure transparency and convenience for our customers.
1. Order Cancellations
- Before Shipment:
If you wish to cancel an order, please contact our customer service via email ([email protected]). If the cancellation is requested before the product is shipped, you will receive a full refund. - After Shipment:
If the order has already been shipped, cancellations will be treated as returns, and the process outlined under “Returns Procedure” will apply.
2. Returns & Exchange Procedure
- Eligibility:
You can return or exchange products within 24 hours of receiving the item. Returns are accepted for:- Defective or damaged items.
- Mismatch in size or product delivered.
- In cases where COD verification was not successfully completed.
- How to Initiate a Return:
Please contact our customer service via email: [email protected] to initiate the return. Ensure that products are returned in their original packaging with all tags, labels, and invoices intact. - Self-Shipment for Returns:
Customers are required to self-ship the product to our returns warehouse. A flat shipping fee of ₹200 will be deducted from the refund amount for all self-ship returns.
3. Cash on Delivery (COD) Refunds
- COD refunds will be processed via NEFT.
Please ensure that the payee name is confirmed when logging a return request, otherwise, the refund will be placed on hold. A ₹200 flat shipping fee will be deducted from the refund amount for COD orders.
4. Prepaid Orders Refunds
- Non-Serviceable Pincodes:
If the pincode for a prepaid order is not serviceable, the customer will be notified, and a full refund will be issued within 7 days. - Refund Timeline:
Prepaid refunds will be processed back to the original payment source. Refunds may take up to 7-10 business days to reflect, depending on your bank or payment gateway.
5. Conditions for Return
- Products must be unused, returned in original packaging, with price tags, labels, instruction sheets, and invoices intact.
- If the product was delivered with a free gift, the gift must also be returned in its original condition.
- Any promotional or discount vouchers applied to the order will not be refunded; the refund amount will exclude these discounts.
6. Replacement Procedure
- If the product you received is defective, damaged, or there’s a size mismatch:
- Before accepting delivery: If the outer packaging is damaged, please do not accept the delivery.
- After delivery: If the product inside is damaged, you can request a replacement by sending images of the damaged product to our customer service team via email: [email protected]
- Replacements are subject to stock availability.
- If the product is unavailable, a refund will be processed instead.
7. Return to Origin
- Online Payments:
If an order paid online is returned to the origin due to delivery failure, the product will be reshipped once. If returned a second time, the product will neither be reshipped nor refunded. - COD Orders:
COD orders returned to origin will not be reshipped.
8. Refund Procedure
All refund requests and inquiries must be made via email at [email protected]. Refunds will only be processed through email communication.
9. Shipping & Courier Partners
Our shipping partners include DTDC, Delhivery, XpressBees, Ekart, ShadowFax, ECOM, and BlueDart. Shipping assignments depend on pincode availability, and customers will be informed of their order status through WhatsApp notifications.
For any questions or concerns, feel free to contact our customer service team at [email protected].
Note: Please do not share your ATM or web PIN with anyone, and avoid writing such information on your card or any document. Prime Audio will never ask for this information.
