Refund policy

We want you to be satisfied with every order from Prime Shape. If something isn't right, we're here to help.

30-Day Return Window

You have 30 days after receiving your item to request a return or refund. To be eligible, your item must be unused, in its original condition and packaging, and accompanied by proof of purchase.

How to Start a Return

To start a return or report a problem, contact us at bybill30@gmail.com with your order number and a description of the issue (please include photos if the item is damaged or incorrect).

For many items — especially those that arrive damaged, defective, or incorrect — we can resolve your issue with a refund or replacement without requiring you to ship the product back. If a physical return is required for your specific item, we will email you full instructions and the return address at that time. Please do not send any item back before contacting us, as unrequested returns cannot be processed.

Damaged or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days if the item is defective, damaged, or if you received the wrong item. Send us a photo and we will make it right with a replacement or refund.

Non-Returnable Items

We cannot accept returns on gift cards or final-sale items.

Exchanges

The fastest way to get what you want is to request a refund for the original item and place a new order for the replacement.

European Union 14-Day Cooling-Off Period 

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be unused, in its original condition and packaging, with proof of purchase.

Refunds

Once your return or claim is approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval, please contact us at bybill30@gmail.com.

Order Processing & Cancellations

Orders can be cancelled within 12 hours of being placed. After that, the order enters processing and can no longer be cancelled.