Return & Refund Policy

LAST UPDATE: 12/13/2024

At PrimeHeven, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a 30-day return policy to ensure a hassle-free experience.

1. Eligibility for Returns

Items must be in their original condition, unworn or unused, with tags attached, and in the original packaging.
A receipt or proof of purchase is required for all returns.

2. Return Label Policy

We aim to make your shopping experience seamless, including easy and hassle-free returns. If your return request is accepted, you will have two convenient options for the return label:

Included in the Package: If requested, we can include a physical return label in your original package. This allows you to easily return the item without the need to print anything.
Downloadable PDF: Prefer to keep things digital? We’ll email you a downloadable PDF return label. You can print it at your convenience and follow the provided instructions to send the package back to us.

3. Important Notes

Pre-Approval Required: Items sent back to us without a prior return request approval will not be accepted.
Contact Us for Support: If you have any questions or need assistance with your return, feel free to reach out to us at support@primeheven.com. Our team is here to help and typically responds within 24–48 hours.

4. How to Start a Return

Contact us at support@primeheven.com within 30 days of receiving your order.
If your return is approved, we will provide a prepaid return shipping label and detailed instructions.
Items sent back without prior approval will not be accepted.

For any questions regarding specific items, reach out to us at support@primeheven.com.

5. Damages or Incorrect Items

Inspect your order upon delivery. If the item is damaged, defective, or incorrect, please contact us immediately. We will address the issue and provide a resolution.

6. Exchanges

To exchange an item, return the original product following the steps above. Once the return is approved, you can place a new order for the replacement item.

7. Refund Policy

At PrimeHeven, we offer a 10-day refund policy, providing you with peace of mind for your purchase.

7.1 Refund Process

Once we receive your returned item, it undergoes an inspection to verify:

The item is in its original condition, unworn, and unused.
All necessary documentation, such as the receipt or proof of purchase, is included.

After inspection:

If your return meets the eligibility criteria, your refund will be approved, and we will process it promptly.
If your refund request is denied, we will notify you and explain the reasons.

7.2 Approved Refunds

Refunds will be processed to your original payment method within 10 business days.
Please note that banks and payment providers may take additional time to post the refund.

7.3 Delayed Refunds

If you do not receive your refund within 15 business days of approval, please contact us at support@primeheven.com.

8. Customer Responsibility for Incorrect Orders

If a customer places an order for the wrong item:

The customer is responsible for the shipping cost to return the incorrect item.
If applicable, the customer will also cover shipping costs to resend the correct item.

We recommend reviewing your order details carefully before completing the purchase.

Thank you for choosing PrimeHeven! If you have any questions about our Return & Refund Policy, please contact us at support@primeheven.com.

Contact Information

Business Name: Primeheven

Chat Support: 24/7

Business Hours: 9:00 AM to 4:00 PM (Monday to Friday)

Business Contact: +1 (817) 317-3000

Business Mail: support@primeheven.com

Business Address: 5701 Sage Bloom Dr, Arlington Texas 76017, United States