Refund policy

Return Policy & Right of Withdrawal


1. General

At PRIMUS BOUTIQUE, we value customer satisfaction. If you are not satisfied with your purchase, you as a consumer have the right to return your order within the statutory cooling-off period, subject to the terms and conditions set out below.

This return policy applies to all purchases made by consumers through our webshop.


2. Right of Withdrawal 

You have the right to withdraw from your purchase within 14 days after receiving the product.

After notifying us of your withdrawal, you have an additional 14 days to return the product to us.

Upon proper withdrawal, you will receive a full refund of the purchase price, excluding the shipping costs charged by us.


3. Conditions for Returns

To be eligible for a return, the product must meet the following conditions:

  • The product is unused and in the same condition as when it was received
  • The product is complete and includes all original parts, accessories, and documentation
  • The product is returned in its original packaging, where reasonably possible
  • All labels, seals, tags, and protective materials are intact
  • The product shows no signs of use beyond what is necessary to assess its nature, characteristics, and functioning

You are liable for any depreciation in value of the product resulting from handling beyond what is permitted.


4. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Customized or made to order products
  • Products that cannot be returned for hygiene or health reasons once the seal has been broken
  • Digital products where delivery has begun with your explicit consent
  • Products that deteriorate quickly or have a limited shelf life

If a product is excluded from return, this will be clearly stated on the product page.


5. Registering a Return

Returns must be registered as follows:

Register your return within 14 days of receipt via:

  • Via the return form on our website

Please include:

  • Your name and contact details
  • Your order number
  • The product you wish to return

After registration, you will receive further instructions regarding the return process.


6. Return Shipment

  • The return shipment must be sent within 14 days after registration
  • Return shipping costs are borne by the customer
  • Return shipments must be sufficiently prepaid
  • We recommend using a shipping method with track & trace

PRIMUS BOUTIQUE is not liable for loss or damage of return shipments that are not sent with tracking or registered shipping.


7. Refund

After receiving and inspecting the returned product:

  • The purchase amount will be refunded within 14 days
  • Refunds will be processed using the same payment method as the original transaction
  • We reserve the right to withhold the refund until we have received the returned product or proof of return shipment

Any depreciation in value due to use or damage may be deducted from the refund amount.


8. Exchanges

If you wish to exchange a product, please return the original item and place a new order. This ensures fast and accurate processing.


9. Damaged or Incorrect Products

If you have received a damaged or incorrect product, please contact us within 48 hours of receipt and include clear photos. We will provide an appropriate solution at no additional cost.


10. Contact Details

For questions regarding returns or the right of withdrawal, please contact us via the online chat available on our website. Our customer support team will be happy to assist you.


⚠️ Please note

This return policy applies to consumers (B2C) only. Different conditions may apply to business customers (B2B).