Cancellations and refunds

Before you have paid

An order waiting for payment can be canceled by you, from your order page, at any time. Nothing has been charged and nothing has been made. An order that is never paid for is canceled automatically after an hour.

After you have paid

Write to support@primit.in as soon as you can, with your order number. If we have not started making your item, we will cancel it and refund you in full.

Once a personalized item has been made, it cannot be sold to anybody else, so we cannot normally cancel it. We would rather tell you that plainly than take an order we know we will refuse.

If something is wrong with what arrived

Tell us within seven days of delivery and send a photograph. If the item is damaged, faulty, or not what your order described — including a personalization we got wrong — we will replace it or refund you. This is our mistake to fix, and it does not matter whether the item was personalized.

• Damaged in transit.
• Faulty or not working as it should.
• Different from what you ordered.
• Personalized differently from the preview you approved.

What we cannot refund

• A personalized item that was made exactly as you approved it, because you changed your mind.
• A spelling you typed yourself. The preview on the product page is what we make — please read it carefully before you order.
• An item returned to us used, altered or without its packaging.

How a refund is paid

Always back to the card, account or wallet you paid with. We cannot send a refund anywhere else — that is a rule of the payment system rather than a choice of ours, and it is what stops somebody redirecting your money after taking over your account.

We start the refund as soon as we agree it. Your bank then takes its own time, usually five to seven working days. We email you when the refund leaves us.

If we agree a partial refund — one item out of several, or a discount for a small fault — the rest of the order carries on as normal.