Return Policy

By Prima Notte – Hassle-Free Returns & Refunds

At Prima Notte, we believe shopping should be stress-free from start to finish — including returns. If you're not completely satisfied with your order, no problem! We're here to make it right.

⚠️ Customer Resolution & Dispute Process — Please Read First

Before filing any chargeback, payment dispute, complaint with a payment processor (such as Visa, Mastercard, American Express, PayPal, or Mollie), third-party report, or public review concerning your order, you agree to first contact Prima Notte directly at info@prima-notte.com and to allow us a reasonable opportunity to resolve your concern.

We commit to acknowledging every customer message within 1 business day and to providing a substantive response or resolution within 7 business days.

You agree, as a material term of your purchase, that:

(a) You will contact us first, in writing at info@prima-notte.com, with any issue regarding your order — including delivery concerns, damaged or missing items, refund requests, returns, or any other matter — before contacting your bank, card issuer, or payment processor;

(b) You will allow us no fewer than 7 business days from the date of your initial written contact to respond and propose a resolution; and

(c) You will not initiate any chargeback or payment dispute on the ground of non-receipt before the disclosed delivery window has passed and you have given Prima Notte a chance to assist with tracking, carrier inquiries, or replacement.

Breach of this Customer Resolution & Dispute Process is a material breach of these Terms. Where a customer files a chargeback or payment dispute without first contacting Prima Notte and giving us the agreed opportunity to resolve, Prima Notte will:

(i) Submit this clause, together with the customer's documented acceptance at checkout, as compelling evidence to the relevant payment processor, card scheme (Visa, Mastercard, etc.), or buyer-protection programme;

(ii) Document the breach in our records and treat any such chargeback as "friendly fraud" under industry definitions, where the underlying claim is contradicted by carrier-verified delivery, prompt fulfilment, or our published policies;

(iii) Recover the costs of defending an improperly filed dispute, including merchant fees, administrative time, and any unrecovered chargeback fees, through any lawful means;

(iv) Suspend or terminate the customer's account and decline any future orders.

Preservation of Statutory Rights. Nothing in this clause limits or waives any right you have under the U.S. Fair Credit Billing Act (15 U.S.C. § 1666), Regulation Z (12 CFR Part 1026), the U.S. Electronic Fund Transfer Act, the Federal Trade Commission Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435), the PayPal User Agreement and Buyer Protection programme, or any other mandatory consumer-protection law that applies to your purchase. The sole purpose of this clause is to establish the contractual resolution process you agreed to as part of your purchase, and to disclose the evidence we will rely on in respect of any breach.

Acceptance. By completing checkout on Prima Notte, you affirm that you have read, understood, and agreed to this Customer Resolution & Dispute Process. Your acceptance is recorded together with your order with the exact timestamp, your IP address, user-agent, session identifier, and the version of this Policy in force at that moment, and is retained for a minimum of 540 days.

✅ 30-Day Return Window

You can return your order within 30 days of the purchase date, as long as all tags are still attached and the item is unused and in its original condition.

🔁 Quick & Easy Returns

Returning an item is simple. Just email us at info@prima-notte.com with:

Your order number
A brief explanation of the return reason
(Optional) Photo evidence, if the item is damaged or faulty

We'll guide you through the rest.

All approved returns must be sent to our central warehouse, where refunds are processed. Customers are responsible for return shipping costs, unless the item is faulty or incorrect.

We'll respond within 2–3 business days with the next steps, including the return address of our warehouse.

🔄 Refunds & Exchanges

For full-priced items, you can choose between:

A full refund
A free exchange

Refunds are processed after we receive and inspect the returned item.

🚫 Final Sale Items

Items marked as Final Sale are not eligible for return, unless they arrive damaged or faulty.

🧾 In Case of Issues (Damaged / Wrong Item / Delivery Concerns)

If your order arrives:

Damaged
Incorrect (wrong item, color, or size)
Or appears to be missing or delayed

Please contact us at info@prima-notte.com within 48 hours of delivery — or as soon as you become aware of a delivery concern — so we can assist you promptly. This is the fastest way to a fair resolution and is the route you agreed to under our Customer Resolution & Dispute Process above. In most cases, no return is required — just reach out and we'll make it right.

Filing a chargeback or payment dispute instead of contacting us first deprives Prima Notte of the opportunity to resolve your concern and is a breach of the Process you accepted at checkout.

❌ Returns We Can't Accept

We cannot process returns if:

The product was delivered correctly and is not faulty
You changed your mind or no longer want the item
The item shows signs of use or the tags are removed

📩 How to Start a Return

Email info@prima-notte.com with:

Your order number
A short description of the issue
(Optional) Photos or videos, if applicable

We'll get back to you within 2–3 business days.

🕒 Order Cancellations

Orders can be cancelled within 15 minutes of being placed. After that, orders are automatically processed and cannot be modified or cancelled.