Refund and Return Policy

Refund & Return Policy

Last Updated: 04/12/2025

This Refund & Return Policy explains your rights and responsibilities regarding returns, cancellations, and refunds when purchasing from Prime Heaven.

  1. Right of Withdrawal (EU Consumer Rights)

In accordance with European consumer protection laws, customers have the right to withdraw from their purchase within 14 calendar days from the date of receiving the goods, without providing a reason.

To exercise your right of withdrawal, you must contact us within this period using the email provided below.

  1. Return Eligibility

To be eligible for a return:

• The item must be unused and in the same condition that you received it
• The item must be in its original packaging
• Proof of purchase is required

We reserve the right to refuse returns that do not meet these conditions.

  1. Non-Returnable Items

Certain items may not be eligible for return due to hygiene or safety reasons, including but not limited to:

• Personal care items
• Opened or used products
• Customized or personalized products

  1. Return Process

To initiate a return, please contact our support team with your order number and reason for return:

Email: support@primeheaven.fr

Our team will provide return instructions. Items returned without prior authorization may not be accepted.

Customers are responsible for return shipping costs unless the item is defective or incorrect.

  1. Inspection and Approval

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

We reserve the right to partially refund items that show signs of use, damage, or missing components.

  1. Refund Timeline

If approved, refunds will be processed within 14 days using the original payment method.

Processing times may vary depending on your bank or payment provider.

  1. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will arrange a replacement or refund after verification.

  1. Late or Missing Refunds

If you have not received your refund after the stated period:

• Check your bank account again
• Contact your payment provider
• If the issue persists, contact us

  1. Exchanges

We replace items only if they are defective or damaged. For exchange requests, please contact our support team.

  1. Contact Information

For any questions regarding returns or refunds:

Email: support@primeheaven.fr

We aim to respond within 24–48 business hours.