Refund & Cancellation Policy
Order Cancellations
Order Adjustment Timeframe
You may modify or cancel your order within 6 hours of placing it.
This short window allows us to process and ship orders efficiently.
How to Modify or Cancel an Order
To change or cancel your order, please contact our support team promptly at contact@primekool.com.
Include your order number and relevant details to help us process your request quickly.
Shipped Orders
If your order has already been shipped, it cannot be canceled.
In that case, please wait to receive the package and refer to our Returns & Exchanges Policy for next steps.
Refunds
To qualify for a refund, your item must be unused, in its original condition and packaging.
We offer a 100% money-back guarantee on any product that arrives defective or damaged during shipping.
Simply contact us at contact@primekool.com, and we’ll provide the return address and arrange a replacement or refund, as you prefer.
If you are unsatisfied with your order for any reason, please reach out to our support team — we’ll do our best to assist you.
Please note that return shipping costs are the customer’s responsibility.
Refund Exceptions
We cannot issue refunds if:
- Your order does not arrive due to factors within your control (e.g., incorrect shipping address).
- More than 14 days have passed after the guaranteed delivery period (44 days) has expired.
- Items purchased during promotions, sales events, or with discount codes are not eligible for return, exchange, or cancellation, unless they arrive damaged or defective.
Delayed Refunds
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at contact@primekool.com.
We appreciate your understanding and will always do our best to ensure a fair and transparent process.
— The PrimeKool Team