Refund & Returns Policy

Effective Date: [1st October 2026]
Last Updated: [1st October 2026]

This Refund & Returns Policy applies to purchases made through primevetus.com and sets out the circumstances and process applicable to cancellations, returns, replacements, refunds and undelivered orders.

By placing an order with Primevetus, you agree to the terms of this policy.

1. General Policy

Primevetus aims to ensure that products are supplied as ordered and delivered in satisfactory condition.

Because apparel products may differ in fit, appearance and suitability from one customer to another, returns are not automatically available for every reason. Returns, replacements and refunds are handled in accordance with the eligibility conditions, claim periods and procedures set out below.

Nothing in this Policy is intended to restrict any mandatory rights or remedies available to consumers under applicable Indian law.

2. Order Cancellation

Orders may be cancelled only while they remain eligible for cancellation.

A cancellation request may be submitted before the order is confirmed for fulfilment. Once an order has been confirmed for fulfilment, cancellation may no longer be possible.

Where cancellation is accepted, the applicable refund will be processed to the original payment method, subject to applicable payment-processing procedures.

Primevetus reserves the right to decline cancellation requests received after an order has progressed beyond the cancellation stage.

3. Issues Eligible for Return, Replacement or Refund

Subject to verification and the requirements of this Policy, a customer may raise a claim where the product received is:

  • materially different from the product ordered;
  • the wrong product, size or variant due to an error attributable to Primevetus;
  • damaged in transit;
  • affected by a manufacturing or product defect;
  • affected by a significant printing, design or finishing defect attributable to Primevetus;
  • missing from the delivered order; or
  • affected by another significant product-quality issue attributable to Primevetus.

Where a shipment is confirmed as lost in transit, Primevetus will review the order and determine the appropriate resolution in accordance with applicable law and this Policy.

A claim does not automatically constitute approval of a return, replacement or refund. Primevetus may review the order details, evidence, product condition and delivery information before determining the appropriate resolution.

4. Claim Period — 7 Calendar Days

Claims for damaged, defective, incorrect, missing or materially affected products must be raised within 7 calendar days from the date on which the shipment is shown as delivered by the applicable logistics provider.

The delivery date is treated as Day 1.

For example, if an order is shown as delivered on 1 September, the claim must be raised no later than 7 September.

The customer is required to raise the claim within this period. Once a claim has been validly raised within the applicable period, any subsequent return, pickup or verification process may take place after the claim period in accordance with the instructions provided by Primevetus.

Claims raised after the applicable period may not be accepted unless Primevetus determines otherwise or applicable law requires otherwise.

5. Mandatory Evidence for Product Issue Claims

For claims involving damage, defect, incorrect products, missing items or other delivery/product discrepancies, customers must provide sufficient evidence to enable Primevetus to verify the issue.

An unboxing video is mandatory for damage, defect, wrong-product, missing-item and similar delivery-condition claims where the nature of the issue can reasonably be verified through the opening of the package.

The unboxing video should:

  • begin before the package is opened;
  • clearly show the outer package and its condition;
  • show the shipping label or relevant order identification where reasonably possible;
  • show the package being opened; and
  • show the product and its condition as removed from the package.

Customers may also be required to provide:

  • clear photographs of the product;
  • photographs of the outer packaging;
  • photographs of the shipping label;
  • order details or other information reasonably required for verification; and
  • any other evidence reasonably necessary to assess the claim.

Customers should retain the original packaging and shipping materials until the claim has been resolved.

Where the available evidence is insufficient to reasonably establish the reported issue, Primevetus may be unable to approve the claim.

6. Product Condition for Approved Returns

Where Primevetus approves a physical return, the product must generally be returned in the condition specified by Primevetus at the time return instructions are issued.

Unless the nature of the approved issue makes this impossible, returned products should be:

  • unworn;
  • unwashed;
  • unused;
  • unaltered;
  • free from stains, strong odours or other signs of use;
  • free from customer-caused damage; and
  • accompanied by applicable tags, packaging or accessories supplied with the order.

Primevetus may decline a return where inspection reasonably establishes that the product has been used, washed, altered, damaged after delivery or otherwise does not meet the applicable return conditions.

This condition does not prevent a customer from reporting a genuine manufacturing, transit or other product issue that could not reasonably be identified without handling or examining the product.

7. Reasons That Do Not Automatically Qualify for Return or Refund

The following are generally not eligible for return, replacement or refund merely because the customer has changed their mind or the product does not meet their personal preference:

  • selecting the wrong size;
  • selecting the wrong colour or variant;
  • change of mind;
  • no longer wanting the product;
  • not liking the product after delivery;
  • accidental ordering;
  • ordering multiple sizes or variants for personal selection;
  • personal preference regarding fit where the product corresponds to the published specifications; or
  • any other customer preference that does not arise from an issue attributable to Primevetus.

Customers are therefore strongly advised to review the product description, size information, available specifications and other product information before placing an order.

8. Normal Product and Display Variations

Minor variations that do not materially affect the product will not ordinarily constitute a defect.

These may include:

  • minor measurement variations within reasonable apparel manufacturing tolerances;
  • slight differences in colour caused by photography, lighting, display settings or individual screens;
  • minor variations in printing, texture, finishing or material appearance that do not materially affect the product; and
  • other minor variations reasonably associated with apparel products and their presentation.

Product measurements should be assessed against the applicable size chart and stated specifications rather than against an expectation of absolute measurement uniformity.

9. Unauthorised Returns

Customers must contact Primevetus and obtain return instructions before sending any product back.

Products sent to an address or location without prior authorisation may not be accepted, processed or linked to the relevant order.

Primevetus will not be responsible for products sent without following the prescribed return procedure, including products sent to an incorrect or unauthorised address.

Where an unauthorised return cannot reasonably be identified, processed or returned, Primevetus may not be able to provide a refund or replacement.

10. Verification and Inspection

All return, replacement and refund requests are subject to appropriate verification.

Primevetus may consider:

  • order records;
  • product details;
  • photographs and videos;
  • packaging and shipping information;
  • delivery records;
  • product condition;
  • the nature of the reported issue; and
  • other information reasonably relevant to the claim.

Where a physical return is required, the returned product may be inspected before a final resolution is provided.

Approval of a return request does not necessarily mean that a refund will be issued without further verification where the circumstances reasonably require inspection.

11. Resolution of an Approved Genuine Issue

Where a claim is verified and accepted, Primevetus may provide an appropriate resolution, which may include:

  • replacement of the affected product;
  • refund of the applicable amount; or
  • another appropriate resolution permitted under applicable law.

The particular resolution may depend on the nature of the issue, product availability, stock status, delivery circumstances and other relevant factors.

Where replacement is approved but the relevant product or variant is unavailable, Primevetus may provide an appropriate alternative resolution, including a refund where applicable.

12. Return and Replacement Shipping

Where an approved product issue is attributable to Primevetus or another circumstance for which Primevetus is responsible, the applicable return/replacement logistics will be handled in accordance with the resolution communicated to the customer.

Where a return or additional shipment arises from a customer-requested or customer-caused circumstance that is not otherwise covered by this Policy, the applicable logistics cost may be borne by the customer.

Any applicable cost or responsibility will be communicated as part of the relevant return or replacement process.

13. Undelivered Orders and Return to Origin (RTO)

Orders may be returned by the logistics provider when delivery cannot be completed.

Reasons may include, without limitation:

  • incorrect or incomplete address;
  • incorrect PIN code;
  • customer being unavailable;
  • repeated unsuccessful delivery attempts;
  • refusal to accept the shipment;
  • failure to respond to delivery-related communication;
  • failure to collect or receive the shipment;
  • premises being inaccessible or closed; or
  • other circumstances attributable to the customer or delivery information supplied by the customer.

Where an order is returned to origin due to circumstances attributable to the customer, any refund, if applicable, may be reduced by the applicable shipping, fulfilment and logistics costs actually incurred by Primevetus in connection with the order and its return.

Such amounts are not intended as a penalty. They represent costs associated with an unsuccessful delivery and return process.

Where an order is returned due to an error attributable to Primevetus or another circumstance for which the customer is not responsible, Primevetus will review the matter and determine the appropriate resolution in accordance with applicable law.

Primevetus may require confirmation or updated delivery information before attempting any further delivery.

14. Free Shipping and Customer-Caused Failed Delivery

Where Primevetus offers free shipping, such offer applies to successful fulfilment and delivery of eligible orders.

Free shipping does not mean that Primevetus assumes responsibility for shipping and logistics costs arising from a delivery failure caused by incorrect information, refusal, non-availability, failure to receive the shipment or other circumstances attributable to the customer.

Accordingly, where an eligible prepaid order is returned to origin due to customer-caused circumstances, applicable shipping, fulfilment and logistics costs may be deducted from any refund otherwise payable.

15. Refunds

Where a refund is approved, Primevetus will generally process the refund to the original payment method, where technically and operationally possible.

The refund amount may be adjusted for any applicable amounts permitted under this Policy, including costs arising from customer-caused delivery failure or other circumstances expressly identified in this Policy.

Primevetus will initiate the applicable refund process within a reasonable period after the refund has been approved and any required verification or return process has been completed.

The time taken for the refunded amount to appear in the customer’s account may vary depending on the payment gateway, issuing bank, card network, UPI provider or other financial institution involved.

Primevetus does not control processing timelines imposed by external financial institutions.

16. Refunds for Partial or Missing Items

Where an order contains multiple products and an issue is established only in relation to one or more specific products, the resolution may be limited to the affected product(s), unless the circumstances reasonably require otherwise.

For missing-item claims, Primevetus may verify the order, packing and delivery information before determining the appropriate refund, replacement or other resolution.

17. Promotions, Discounts and Offers

Where an order was placed using a promotional code, discount, offer or other benefit, the applicable refund or adjustment will be calculated with reference to the actual amount paid and the terms applicable to that promotion.

Promotional benefits are not necessarily transferable to replacement orders or subsequent purchases.

Primevetus reserves the right to apply the specific terms of an offer where a refund, cancellation, return or replacement affects the conditions under which that offer was originally provided.

18. Fair Use and Misuse of Returns or Refunds

Primevetus aims to assist customers with genuine product and delivery issues.

However, Primevetus may review or restrict future transactions, return facilities, promotional benefits or other services where there is evidence of repeated or unreasonable misuse, including:

  • repeated customer-caused refusal or non-acceptance of shipments;
  • repeated customer-caused RTOs;
  • unusually frequent or excessive returns;
  • repeated claims that cannot reasonably be substantiated;
  • fraudulent, misleading or materially inconsistent claims;
  • deliberate damage or misuse of products;
  • repeated abuse of cancellation, return or refund procedures;
  • repeated misuse of promotional offers; or
  • other conduct that creates unreasonable operational or financial costs.

Any such action will be considered based on the circumstances and available information and is not intended to prevent legitimate customers from exercising rights available under applicable law.

19. Customer Responsibility for Order Information

Customers are responsible for providing accurate and complete information required for order processing and delivery, including:

  • name;
  • mobile number;
  • email address;
  • shipping address;
  • PIN code; and
  • other information reasonably required for successful delivery.

Primevetus will not ordinarily be responsible for delivery problems arising from inaccurate, incomplete or outdated information supplied by the customer.

Customers should promptly contact Primevetus if they identify an error in their order or delivery information.

20. Changes to This Policy

Primevetus may update this Refund & Returns Policy from time to time to reflect changes in its operations, products, payment or logistics arrangements, applicable law or business requirements.

The updated version will be published on the website with the revised effective or update date.

The version applicable to an order will generally be the version in effect at the relevant time, subject to applicable law.

21. Governing Law and Jurisdiction

This Refund & Returns Policy shall be governed by and construed in accordance with the laws of India.

Any dispute arising out of or relating to this Policy or a transaction with Primevetus shall be subject to the jurisdiction of the competent courts or other forums having jurisdiction in accordance with applicable Indian law.

22. Contact Us

For return, replacement, refund or cancellation-related assistance, please contact:

Primevetus
Operated by Ignis India Enterprises

Customer Care: care@primevetus.com
General Enquiries: hello@primevetus.com
Order Support: orders@primevetus.com

Please include your order number and relevant details when contacting us regarding an order.