Refund & Return Policy

Last updated: November 2025

At Prime Mode, we want every customer to feel protected and confident when ordering with us.
Please review the following conditions that apply to refunds and guarantees.

1. Standard Returns (NO physical returns accepted)

Prime Mode does not accept physical returns of products under any circumstances.

For hygiene, safety, and logistics reasons, products cannot be mailed back, regardless of whether they are opened or unopened.

Standard refunds are not available, except in the specific cases described in Sections 2, 3, and 4 below.

2. Refunds for Damaged or Lost Packages

(Prime Mode Delivery Guarantee)

If your order arrives damaged or is lost in transit, you are fully protected.

Please contact us at support@primemode.me within 30 days of:

  • the delivery date (for damaged items), or

  • the estimated delivery date (for lost packages)

To process your request, include:

  • a clear photo of the damaged product (if applicable)

  • your order number

  • a short description of the issue

Once verified, we will:

  • send a replacement, or

  • refund your money

No returns required.

3. Bottom-of-the-Jar Guarantee

(First-Time Customers Only)

I want your first experience with Prime Mode to be completely risk-free.

If you finish your product and feel it didn’t meet your expectations, you may request a refund under our Bottom-of-the-Jar Guarantee.

Eligibility Requirements

This guarantee applies:

  • only to your first-ever Prime Mode purchase,

  • only to one unit (one bottle/jar/pack),

  • only within 30 days from the date of delivery.

What You Must Provide

To verify your claim, please submit:

  1. A photo of the product packaging

  2. A photo showing how much product remains
    (even if the jar or pack is completely empty)

  3. Completion of a short feedback survey

No Return Required

You do NOT need to return the product.

Upon verification, we will refund the cost of one unit from your first purchase.

4. Incorrect Items

If you receive the wrong product, please contact support within 30 days with:

  • a photo of the item received

  • your order number

We will send the correct item or issue a full refund.

No return required.

5. Non-Refundable Situations

Refunds are not available in the following cases:

  • You changed your mind

  • You no longer want the product

  • The product was used incorrectly

  • More than 30 days have passed since delivery

  • The request is not part of Section 2, 3, or 4

  • International orders rejected, delayed, or destroyed by customs

  • Unpaid duties or taxes leading to a failed delivery

In all other cases not listed in this policy, refunds are not available.

6. Customs Rejection & Import Restrictions

Prime Mode is not responsible for packages that are:

  • rejected by customs

  • returned due to unpaid import taxes

  • delayed, held, or destroyed by customs authorities

Refunds or reshipments are not available in these cases.

7. Refund Processing

Once approved, refunds will be issued to your original payment method.
Please allow 7–10 business days for the refund to appear in your account.

8. Contact

For any refund or guarantee inquiries, please reach out to:
📧 support@primemode.me