Refund policy
At Primily Gift, most of our products are personalized and made specifically for each customer. Because of this, personalized items are generally not eligible for return, exchange, or refund due to a change of mind.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, misprinted, or different from what you ordered, please contact us as soon as possible.
Please provide:
- Your order number
- A brief description of the issue
- Clear photos showing the product and the problem
Once we review the information, we will determine the appropriate solution. Depending on the situation, we may provide a replacement or refund.
Personalized Products
Because personalized products are created specifically according to the information submitted with your order, we cannot normally accept returns, exchanges, or refunds for:
- Incorrect names, dates, text, photos, or other personalization information submitted by the customer
- Change of mind after the order has entered production
- Choosing the wrong product, color, size, or design
- Minor differences in color caused by different screen displays or printing processes
Please carefully review all personalization details before placing your order.
Size Exchanges
Please review the size chart provided on the product page before ordering.
Because our products are made to order, we generally cannot accept exchanges when the wrong size was selected by the customer.
If you receive a product in a size different from the size shown on your order confirmation, please contact us and we will help resolve the issue.
Order Changes and Cancellations
If you need to change or cancel your order, please contact us as soon as possible (within 3 hours of placing your order).
Because personalized orders may enter production shortly after they are placed, we cannot guarantee that changes or cancellations will be possible once production has started.
If production has already begun, the order may no longer be eligible for cancellation or refund.
Shipping Issues
Shipping delays caused by carriers do not automatically qualify for a refund.
If your package appears to be lost in transit or has not received tracking updates for an extended period, please contact us so we can investigate the shipment.
For packages marked as delivered but not received, please first check around the delivery location, with household members or neighbors, and contact the shipping carrier. If the package still cannot be located, contact us for further assistance.
Return
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds
When a refund is approved, it will be issued to the original payment method.
Please note that after a refund is processed by us, your bank or payment provider may require additional time before the funds appear in your account.
Contact Us
If you experience any issue with your order, please contact us through our Contact Us page and include your order number.
We will review each case carefully and work with you to find an appropriate solution.