Refund policy

Effective Date: 29 September 2026

At PRIMIUMSHERA, we want our customers to receive the products they ordered in proper condition. If you receive a wrong or defective product, you may request a return or replacement in accordance with the terms of this Refund & Return Policy.

Please read this policy carefully before placing an order.

1. Return Eligibility

A return may be requested only where:

You have received a wrong product; or
The product received is defective.

The return request must be submitted within 3 calendar days from the date of delivery.

To enable us to properly verify the issue, a complete unboxing video is required for return and exchange requests. The video should, where possible, clearly show:

The unopened package before opening;
The package and shipping label;
The process of opening the package; and
The product and the issue being reported.

The product should be retained in the condition in which it was received, along with its original packaging, accessories, parts, manuals, tags, and other items supplied with the order, until the claim has been reviewed.

A return or exchange request is subject to verification and approval by PRIMIUMSHERA.

A request submitted after the applicable 3-day return window may not be accepted, except where otherwise required under applicable law.

2. Products Not Eligible for Return

PRIMIUMSHERA accepts returns only for wrong or defective products within the applicable return period.

Accordingly, returns will generally not be accepted for reasons such as:

Change of mind;
Product no longer being required;
Personal preference;
Incorrect selection by the customer;
Minor differences that do not constitute a defect;
Normal characteristics, appearance, or variations of the product that are consistent with its description; or
Products that have been used, damaged, altered, or mishandled after delivery, where the issue is not attributable to PRIMIUMSHERA.

This does not limit any rights or remedies that may be available to a consumer under applicable law.

3. Return Process

To request a return, contact our customer-support team at:

Email: support@primiumshera.com
Phone/WhatsApp: +91-6359242596

Your request should include:

Order number;
Name and contact details used for the order;
Description of the issue;
Photographs of the product and packaging, where applicable; and
The required unboxing video clearly showing the issue.

Once the request is received, PRIMIUMSHERA may review the information and request additional photographs, videos, or other information reasonably necessary to verify the claim.

If the return is approved, we will provide instructions regarding the return or reverse-pickup process.

Customers should not send products back to PRIMIUMSHERA without receiving return instructions from our support team.

4. Return Shipping

For an approved return arising from a wrong or defective product, PRIMIUMSHERA will determine the appropriate return or reverse-pickup process.

Where reverse pickup is available, we may arrange pickup through our logistics partners.

Where self-shipping is specifically instructed, we will provide the applicable instructions.

Customers should retain the shipping receipt or other proof of shipment where self-shipping is authorized.

5. Exchanges

PRIMIUMSHERA provides exchanges only where a wrong product has been delivered.

An exchange request must be made within 3 calendar days from delivery and must satisfy the applicable verification requirements, including the unboxing-video requirement.

An exchange is subject to availability of the correct product.

If the correct replacement product is unavailable, PRIMIUMSHERA may provide an appropriate refund instead, subject to applicable law and the circumstances of the order.

We do not offer exchanges merely because a customer changes their mind, selects the wrong product, or no longer wants the product.

6. Defective Products

If you believe that a product is defective, contact us within 3 calendar days from delivery.

Please provide:

Your order number;
A description of the defect;
Clear photographs and/or videos showing the issue; and
The complete unboxing video where available and applicable.

After reviewing the claim, PRIMIUMSHERA may approve a return and refund or another appropriate resolution depending on the nature of the defect, the product, and applicable law.

A product that has been damaged through misuse, improper handling, unauthorized modification, or normal wear and tear may not qualify as a defective product attributable to PRIMIUMSHERA.

7. Wrong Product

If you receive a product different from the product ordered, contact us within 3 calendar days from delivery.

Please provide your order number and the required unboxing video showing the product received.

After verification, PRIMIUMSHERA may arrange a return and provide an appropriate replacement with the product originally ordered, subject to availability.

If the correct product is unavailable, a refund may be provided instead, subject to applicable law.

8. Damaged Products

If your product appears damaged when delivered, please contact PRIMIUMSHERA as soon as possible and within the applicable 3-day return period.

The unboxing video should clearly show the condition of the package and product when opened.

Photographs of the external packaging, shipping label, internal packaging, and damaged product may also be requested to assist with verification and logistics claims.

Customers should not discard the product, packaging, or shipping materials until the matter has been resolved.

9. Refunds

Where a return and refund are approved, the refund will generally be processed after the returned product and/or claim has been verified, as applicable.

For prepaid orders, the refund will be processed to the original payment source/payment method, subject to the capabilities and procedures of the relevant payment service provider.

For Cash on Delivery (COD) orders, because no electronic payment was made at the time of purchase, the refund may be processed through an appropriate bank-transfer or UPI method after the necessary customer and account details have been verified.

Approved refunds will generally be credited within 8–15 business days after approval, subject to processing times of the relevant bank, payment service provider, or financial institution.

The actual time for the funds to appear in the customer's account may vary depending on the payment method and financial institution.

10. Situations Where a Return or Refund May Be Rejected

A return or refund request may be rejected where, after reasonable verification:

The request is made outside the applicable return period;
The product does not qualify as wrong or defective;
The product has been used, altered, damaged, or mishandled after delivery and the issue is not attributable to PRIMIUMSHERA;
The required information or evidence is insufficient to reasonably verify the claim;
The reported issue is inconsistent with the product received or the order records; or
The claim otherwise does not satisfy this policy.

Where a claim is rejected, PRIMIUMSHERA may communicate the reason for rejection to the customer.

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded or restricted under applicable Indian law.

11. Order Cancellations

If you wish to cancel an order, contact PRIMIUMSHERA as soon as possible at:

Email: support@primiumshera.com
Phone/WhatsApp: +91-6359242596

Cancellation requests should be made before the order is shipped, wherever cancellation is available.

Once an order has been shipped, cancellation may no longer be operationally possible. In such circumstances, the customer should contact customer support for assistance.

Where a cancellation is accepted and a refund is due, the refund will be processed through the applicable payment method and subject to the relevant payment-processing timelines.

Any cancellation or refund process will remain subject to applicable consumer laws and regulations.

12. Important Evidence Requirement

Because products may be damaged or incorrectly packed during the delivery process, PRIMIUMSHERA requires an unboxing video as important evidence for wrong-product, damage, and defect claims.

Customers are strongly advised to record the complete opening of the package from the point at which the sealed package is visible.

Failure to provide an unboxing video may make it substantially more difficult for PRIMIUMSHERA to verify the condition of the product at the time of delivery and may affect the processing of the claim.

However, PRIMIUMSHERA will assess customer complaints based on the available facts and evidence and this evidence requirement is not intended to exclude any non-waivable rights or remedies available under applicable law.