Returns and Exchanges

Eligibility for Returns:

Items generally must be returned within 14 days of purchase.
The item must be in its original condition, and unused.
Proof of purchase, such as the order number or receipt, is required for all returns.

Return Process:

To initiate a return, please contact our customer service team at support@primatetraces.com
Provide the order number, item(s) you wish to return, and the reason for the return.
We will guide you through the return process, including providing a return shipping label. 
Please ensure that the item is securely packaged to prevent damage during transit.

Refund or Exchange:

Once we receive the returned item and verify its condition, we will process the refund or exchange.
Refunds will be issued to the original payment method used for the purchase.
In case of an exchange, please include the reason as to why you would like an exchange. Once the exchange request has been made, 

we will guide you through the exchange process.

Please note that shipping fees are non-refundable unless the return is due to an error on our part.

Return Shipping:

If the return is due to our error or a defective/damaged item, we will cover the return shipping costs. Our quality assurance inspects each order during packaging and shipping.
If the return is due to personal preference or a change of mind, the customer will be responsible for the return shipping costs.

Damaged or Defective Items:

If you receive a damaged or defective item, please notify us within 7 days of delivery.
We may require photographic evidence or additional information to process your claim.
Once the claim is verified, we will offer a replacement, repair, or refund, based on product availability and customer preference.

Please feel free to reach out to our customer service team if you have any questions or need further assistance regarding our return policy.

Please note that this return policy is provided as a general guideline. We reserve the right to update or modify our return policy at any time without prior notice. 

We reserve the right to refuse returns that do not meet the eligibility criteria mentioned above.