Refund policy

OVERVIEW

Last updated: July 24, 2025

Subject to the conditions set forth herein, Prymora (“Company”, “we”, “our”, or “us”) permits returns and refunds for eligible products purchased through our website within thirty (30) calendar days from the date the item is marked as delivered by the applicable carrier.


RETURN ELIGIBILITY AND CONDITIONS

Subject to the conditions set forth herein, Prymora (“Company”, “we”, “our”, or “us”) permits returns and refunds for eligible products purchased through our website within thirty (30) calendar days from the date the item is marked as delivered by the applicable carrier.

To be eligible for a return, the following conditions must be met:

• The product must be in its original, unused, and unaltered condition, with all original packaging intact;

• The product must not be nearly empty, significantly used, tampered with, refilled, or contaminated;

• The product must not have been damaged due to misuse, mishandling, neglect, modification, or accident;

• The return must be initiated within thirty (30) days of the delivery date and postmarked within fourteen (14) days of return approval.

We reserve the right, at our sole discretion, to deny returns or issue partial refunds if the above criteria are not met or if we have reason to believe the product was not used in accordance with its intended purpose.


RETURN PROCESS

To initiate a return, you must contact us at customercare@prymora.com to obtain written authorization. No returns will be accepted without prior written approval and a Return Merchandise Authorization (“RMA”) number.

All approved returns must be shipped to the following address:

Prymora
18394 Redmond Way
Redmond, WA 98052

Once your return is authorized, you will receive a return shipping label and instructions for completing the return. You are responsible for ensuring that the product is returned in secure and protective packaging. We reserve the right to deduct return shipping costs from the refund amount unless the return is due to a verified defect, damage in transit, or error on our part.


DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

You must inspect all products immediately upon receipt. Claims for defective, damaged, or incorrect items must be submitted within five (5) business days of delivery. To process such claims, you may be required to provide photographic evidence and any requested information. Upon verification, we will offer a replacement, refund, or other appropriate remedy, at our sole discretion.


EXCHANGES

We do not process direct exchanges. Customers seeking a replacement or different item must complete a return in accordance with this policy and place a separate order for the new product.


REFUNDS

Upon receipt of your returned item, we will conduct a thorough inspection. Refunds will be issued only if the item satisfies all return conditions stated above. If the return is approved, a refund will be processed to your original method of payment within ten (10) business days. Please note that financial institutions may require additional time to reflect the refund in your account.

In the event your return is denied, we will notify you via email and no refund will be issued. Denied returns may be disposed of or returned to you at your expense, at our discretion.

If more than fifteen (15) business days have elapsed since your return was approved and you have not received your refund, please contact us at customercare@prymora.com