Primehex Official Return Policy

Return Window

At primehex, we accept returns within 30 days of the delivery date for all eligible items. To qualify for a return, items must be unused, unworn, and in their original condition, with all original tags still attached and original packaging fully intact.

Non-returnable items for primehex orders:

• Final sale items (explicitly marked as final sale at checkout)
• Intimate apparel and swimwear (for hygiene and safety reasons)
• Digital downloads and gift cards
• Items that show damage or wear caused by customer misuse

How to Initiate a Return

Follow these steps to start your primehex return:

1. Email our customer support team at support@primehex.com with your full order number and a list of the item(s) you wish to return. You may include a brief note about your return reason if you would like.
2. Our team will review your request and issue a Return Merchandise Authorization (RMA) number to you within one (1) business day.
3. Securely pack the item(s) you are returning, and clearly write the RMA number on the outside of the shipping package.
4. Ship the package to the return address provided in your official RMA confirmation email from primehex.

Please note that returns received by primehex without a valid, matching RMA number may be refused, returned to sender, or significantly delayed in processing.

Refund Processing

Once we receive and inspect your returned item(s) and confirm they meet our return eligibility requirements, approved refunds will be processed to your original payment method within 3–5 business days. Please allow an additional 5–10 business days for the refunded amount to appear on your bank or card statement. Please note that original standard shipping charges for your primehex order are non-refundable, unless your return is due to an error made by the primehex team.

Damaged or Incorrect Items

If your primehex order arrives damaged, defective, or with incorrect items, please contact our customer support team within 7 days of delivery with clear, well-lit photos of the issue, the product packaging, and your order confirmation slip. We will arrange a free replacement of the correct item or issue a full refund for the affected purchase, at no cost to you, including covering all return shipping fees for the return of the damaged/incorrect item.

Return Shipping Costs

For all standard eligible returns, customers are responsible for covering the cost of return shipping, unless the return is due to a defective item or an error made by the primehex team (such as sending the wrong product or a damaged item in transit). If you would like to use a prepaid return shipping label provided by primehex, we offer this service for a flat $7.95 deduction from your total refund amount once your return is processed and approved.