Returns

In accordance with consumer rights regulations, you have the right to withdraw from the sales contract within 14 calendar days from the day of receiving the product, without giving any reason.

Return Procedure

1. Complete the return form – available in the footer of the website, in the order confirmation e-mail or inside the parcel. If the form was not included, please contact customer service.
2. Carefully pack the product – use the original packaging if available, or another solid box. The product must not be damaged or show signs of use beyond ordinary inspection.
3. Include the return form inside the parcel.
4. Send the parcel back — using a carrier of your choice, at your own expense. Return shipping costs are covered by the Customer.
5. After receiving the parcel, we will issue a refund within 5 business days using the same payment method used for the purchase, unless you explicitly choose another method at no additional cost.

Return Address

Prime XO
PRIME SALES LOGISTICS SP. Z O.O.
Kalwaryjska 69 / 9
30-504 Kraków
Poland

Important Information

• The 14-day period is counted from the day of receiving the product.
• The parcel must be properly secured.
• Returns are accepted only for products sent back together with the completed return form.

Complaints

All complaints are handled directly by us to ensure a high standard of service. Each complaint is reviewed within 14 calendar days.

How to Submit a Complaint?

• by e-mail to: info@theprimexo.com,
• by post to the registered office address:

PRIME XO
PRIME SALES LOGISTICS SP. Z O.O.
Kalwaryjska 69 / 9
30-504 Kraków
Poland

Complaint Process

The customer service team makes a decision based on the description and photos provided by the Customer and, if necessary, may request the product to be returned for inspection.

If the complaint is accepted:

• the refund will be made within 5 business days,
• or – with the Customer’s consent – the product will be replaced with a new one.