Refund policy

Primevibe Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

To start a return, please contact us at support@primevibe.co.uk with your order number and reason for return.

Once your return is accepted, we’ll provide:

• A return authorization,

• A shipping label (if applicable),

• Instructions on how and where to send your package.

Do not send items back without first requesting a return. Unauthorized returns will not be accepted.

Return Shipping Costs

• Customers are responsible for return shipping costs, unless the item is defective or incorrect.

• If we provide a prepaid return label, the shipping cost will be deducted from your refund.

We do not charge restocking fees.

Return Addresses

Please send your return to the address that corresponds to your delivery country. Be sure to include your Customer ID and the word "forward2me" where indicated, especially for returns to Germany.

Returns from Germany:

Sophario Ltd  
Schwedter Allee 23  
Forward2me 580702  
Schwedt, Brandenburg 16303  
Germany  
Phone: +48 74 660 11 38  
Business hours: 08:00–15:00 Mon–Fri

Returns from the United States:

Returns from the United Kingdom:

Sophario Ltd  
807B Kiamensi Rd  
C-580702  
Wilmington, DE 19804  
United States  
Phone: +1 208 328 6027  
Business hours: 08:00–16:00 Mon–Fri

Important Notes for Returns:

• Please ensure that the number (580702) is clearly included in the delivery address for all return shipments — this is required for correct processing by our return centers in Germany, the USA, and the UK.

• For returns to Germany, it is also mandatory to include the word "forward2me" somewhere in the address. This is a postal regulation in Germany and must be strictly followed to avoid delays or rejected packages.

• Our company, Sophario Ltd, works closely with Forward2Me and fully trusts their reliable service in handling international returns securely and efficiently.

Exchanges

If you need a different item, the fastest way is to return the original item and place a new order once the return is accepted.

European Union: 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

The item must still meet the return conditions: unworn, unused, with tags and original packaging, along with proof of purchase.

Refunds

We’ll notify you once we’ve received and inspected your return. If approved, your refund will be processed to your original payment method within 10 business days.

Note: It may take additional time for your bank or credit card company to post the refund.

If more than 15 business days have passed since approval, please contact us at support@primevibe.co.uk.