Return & Refund Policy
Last updated: October 9, 2026
This Return & Refund Policy applies to eligible purchases made through primevibegoods.com. primevibe is owned and operated by Hangzhou Fresnel Trading Co., Ltd.
We want customers to understand clearly how returns, damaged or incorrect items, return shipping costs, and refunds are handled. Please review the information below before requesting a return.
1. Return Window
Eligible products may be returned within 180 calendar days after confirmed delivery.
To begin a return, you must contact our customer service team before sending the item back. Returns sent without prior authorization may not be accepted or may experience processing delays.
2. Return Conditions
To qualify for a return, the product should generally meet the following conditions:
- The item is unused or has not been materially used beyond what is reasonably necessary to inspect it.
- The item is in its original condition.
- The item has not been intentionally damaged, altered, or modified.
- Original packaging, accessories, manuals, parts, and other included items are returned where applicable.
- Proof of purchase or a valid order number can be provided.
We may refuse or reduce a refund where a returned item has been damaged, altered, excessively used, or returned incomplete due to circumstances for which the customer is responsible, subject to applicable mandatory consumer protection laws.
3. Non-Returnable Items
Unless required otherwise by applicable law, the following items may not be eligible for a change-of-mind return:
- Personalized or customized products
- Gift cards
- Items clearly marked as final sale before purchase
- Products damaged through misuse, improper handling, or unauthorized modification
- Items returned without all essential components where the missing components materially affect the product's value or usability
This section does not limit any rights you may have where a product arrives damaged, defective, incorrect, or materially different from its description.
4. How to Request a Return
Before returning any product, please contact us at service@primevibegoods.com .
Please provide the following information:
- Your order number
- The product you wish to return
- The reason for the return
- Photos or videos where relevant
- Any additional information reasonably needed to review the request
Our customer service team will review your request and provide return instructions where the return is eligible.
5. Return Address
Please do not send returns to our registered business address. Our registered business address and our designated returns location serve different purposes.
Once your return request has been approved, follow the return instructions provided by our customer service team.
Returns Address:
3rd Floor, Building A, Factory Building,
Heyu Industrial Zone, Zancheng Community,
Fuhai Street, Bao'an District,
Shenzhen, China
The address above is our designated return location and is not our registered business address.
We strongly recommend contacting us before shipping any return so that the correct return instructions can be confirmed.
6. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Returns Caused by the Consumer
If the return is caused by the consumer, including a change of mind, ordering the wrong size or product, or another preference-based reason, the consumer is responsible for the return shipping fee.
The specific return shipping cost will depend on the shipping carrier and service selected by the customer.
Returns Caused by Our Error
If the goods received are damaged, defective, incorrect, or materially different from the product ordered due to our error, the consumer will not be required to bear the return shipping fee for that reason.
Where appropriate, we may provide a prepaid return arrangement, replacement, refund, or another reasonable solution at no additional return shipping cost to the customer.
7. Damaged, Defective, Incorrect, or Missing Items
Please inspect your order after delivery.
If an item arrives damaged or defective, you receive the wrong product, or an item is missing from your shipment, please contact us as soon as reasonably possible at service@primevibegoods.com .
Please include:
- Your order number
- A description of the problem
- Clear photos or videos of the item where relevant
- Photos of the outer packaging and shipping label where relevant
Please keep the product and original packaging until we have reviewed the issue, as they may be needed to investigate the shipment or arrange an appropriate solution.
If we confirm that the item arrived damaged, defective, incorrect, or materially different from the product ordered, we will provide an appropriate replacement, refund, return arrangement, or other reasonable solution without requiring you to pay additional return shipping costs for our error.
8. Refund Process
Once an eligible returned item has been received, we will inspect the return and notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received and inspected.
Your bank, card issuer, payment processor, or other financial institution may require additional time to post the refund to your account after we have processed it.
9. Original Shipping Charges
For preference-based or change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by applicable law.
If the return results from a damaged, defective, incorrect, or materially misdescribed item for which we are responsible, applicable original shipping charges will be handled as part of the appropriate remedy where required.
10. Exchanges
If you would like to exchange an eligible product, please contact us before returning the original item.
Depending on product availability and the circumstances of the request, we may offer a replacement or exchange directly, or we may ask you to return the original item and place a new order.
Exchange availability cannot be guaranteed until the request has been reviewed.
11. Return Tracking
For customer-paid returns, we recommend using a trackable shipping service and keeping the shipping receipt and tracking number until the return and refund have been completed.
We are not responsible for being unable to verify receipt of a customer-arranged return where no tracking or other reasonable proof of delivery can be provided, subject to applicable law.
12. Refund Not Received
If we have confirmed that a refund was issued but you have not yet received it, please first check with your bank, card issuer, or payment provider, as processing times may vary.
If the expected processing period has passed and you still cannot locate the refund, please contact us at service@primevibegoods.com .
13. Mandatory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any consumer rights or remedies that cannot legally be excluded under applicable mandatory consumer protection laws.
14. Contact Us
For questions about returns or refunds, please contact:
Brand Name: primevibe
Customer Service Email:
service@primevibegoods.com
Telephone:
+86 19967292812
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
Legal Business Name:
Hangzhou Fresnel Trading Co., Ltd.
Registered Business Address:
Room 373-1, 3rd Floor, Building 7,
No. 8 Xingxing Road, Xingqiao Subdistrict,
Linping District, Hangzhou, Zhejiang, China
Returns Address:
3rd Floor, Building A, Factory Building,
Heyu Industrial Zone, Zancheng Community,
Fuhai Street, Bao'an District,
Shenzhen, China
primevibe is owned and operated by Hangzhou Fresnel Trading Co., Ltd.