Return & Refund Policy

30-day satisfaction guarantee

Fragrance is personal. A scent that everyone praises on someone else may simply not be you - and we would rather fix that than argue about it. You have 30 days from the delivery date to tell us the collection is not right for you, and we will arrange a replacement kit at no extra cost.

You do not need to ship the original back. Email primouroutlet@gmail.com with your order number and the collection you would like instead.

Start with us, not with your bank

If anything is wrong with your order, email primouroutlet@gmail.com first. We answer every message within 24 hours and we can usually solve the problem the same day, including replacements, refunds and reshipments. Opening a dispute with your bank before contacting us only makes the resolution slower for you.

Damaged, defective or wrong item

Contact us within 14 days of delivery with your order number and photos of the item and the packaging. We cover everything: you choose a free replacement or a full refund, and you never pay for return shipping. In most cases we do not ask you to ship the item back at all.

How to request a return or exchange

1. Email primouroutlet@gmail.com with your order number and the reason. If the item arrived damaged or defective, attach photos.
2. We reply within 24 hours with the instructions and the return address for your region. Do not ship anything back before you receive those instructions - unauthorized returns cannot be identified or refunded.
3. If a return is needed, ship it with a tracking number within 14 days of receiving the authorization.
4. Once it arrives and passes inspection, we process your refund or exchange within 3 to 5 business days.

Change of mind

Because fragrance is a hygiene-sensitive product, an opened bottle cannot be returned to stock, and we do not accept returns for change of mind. That is exactly what the 30-day satisfaction guarantee above is for: if the scent is not you, we replace the kit instead of leaving you with something you will not wear.

Condition requirements

• Items sent back must be unused and in their original packaging, with all original components included.
• Returns that arrive damaged because they were poorly packed may be refunded partially.

Items that cannot be returned

• Gift cards
• Items marked as final sale at the time of purchase
• Opened fragrances, except when damaged, defective or incorrect

Order cancellation

You can cancel an order free of charge within 24 hours of placing it, as long as it has not been handed to the carrier. Email primouroutlet@gmail.com with your order number and we will confirm the cancellation and the refund. After the order ships, the process above applies.

Refund method and timing

Approved refunds go back to the original payment method. We issue the refund within 3 to 5 business days after inspection, and your bank or card issuer usually takes another 5 to 10 business days to show it on your statement. We cannot refund to a different card or account than the one used for the purchase.

Late or missing refunds

If you have not seen the refund after 10 business days from our confirmation, check with your bank or card issuer first, since posting times vary. If it still has not arrived, email primouroutlet@gmail.com with your order number and we will send you the refund confirmation for your bank.

Questions

Email primouroutlet@gmail.com. Support hours: 24/7. Average response time: 24 hours.