Refund policy
Effective Date: August 7, 2026
At The Prime Jackets, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we offer a straightforward return, refund, and exchange process, subject to the conditions outlined below. Please read this policy carefully before requesting a return, refund, or exchange.
30-Day Return Policy
We accept returns within 30 days from the date your order is marked as delivered.
If you wish to return, exchange, or request a refund for an eligible item, you must contact our customer support within the 30-day return period. Requests submitted after this period may not be accepted.
Return Eligibility
To qualify for a return, refund, or exchange, your item must meet all of the following conditions:
- The item must be in its original condition.
- The item must be unworn, unused, and unwashed.
- All original tags must still be attached.
- The item must be free from stains, odors, perfume, smoke, pet hair, or any other signs of use.
- The product must not be damaged, altered, or modified in any way.
- The item must be returned with its original packaging whenever possible.
Items that do not meet these requirements may not be eligible for a refund or exchange.
Non-Returnable Items
The following items are not eligible for return, refund, or exchange:
- Custom-made or personalized products.
- Products that have been worn, washed, altered, or damaged after delivery.
- Items returned without prior approval from The Prime Jackets.
How to Request a Return or Refund
Before returning any item, you must contact our customer support team and provide:
- Your order number.
- A brief explanation of the reason for your request.
- Clear photos of the product.
- Additional evidence if requested by our support team.
Our team will review your request and provide further instructions, including the appropriate return warehouse address.
Please do not send any item back without receiving return authorization, as unauthorized returns may not be accepted.
Return Shipping
Customers are responsible for the return shipping costs for all approved returns, refunds, and exchanges, regardless of their country of residence.
The Prime Jackets does not provide prepaid return shipping labels unless otherwise agreed in writing.
Once your return request is approved, we will provide you with the appropriate return warehouse address. Depending on your location, your return may be directed to one of our warehouses located in:
- Pakistan
- United States
- United Kingdom
- Netherlands
Customers must return their package only to the warehouse address provided by our support team.
Refund Inspection Process
After your returned item is delivered to our designated warehouse, our quality inspection team will carefully examine the product to verify that it meets our return requirements.
If the returned item satisfies all eligibility conditions, your refund will be approved.
Approved refunds are processed within 7 business days using the original payment method.
Although The Prime Jackets issues refunds within this timeframe, your bank, credit card provider, or payment service may require an additional 5–10 business days before the refunded amount appears in your account.
Exchange Policy
If you would like to exchange an eligible item, you must contact The Prime Jackets within 30 days of the delivery date.
To qualify for an exchange, the item must:
- Be in its original condition.
- Be unworn, unused, and unwashed.
- Have all original tags attached.
- Be free from stains, odors, damage, or any signs of use.
- Include the original packaging whenever possible.
Items that do not meet these requirements may not qualify for an exchange.
Exchange Value
If the replacement item you choose costs less than your original purchase, the price difference will be refunded to your original payment method after the exchange has been approved.
If the replacement item costs more than your original purchase, you will be required to pay the remaining balance before your replacement order is shipped.
Exchange Shipping Costs
Customers are responsible for the shipping cost of returning their original item for exchange.
Once the returned item has been received and approved:
- Customers located in the United States, United Kingdom, Canada, and Australia will receive free shipping for the replacement item.
- Customers in all other eligible countries are responsible for paying the shipping cost for the replacement item.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.
To help us investigate your claim, please provide:
- Your order number.
- Clear photos of the item.
- Photos of the packaging.
- An unboxing video, if available.
Our support team will carefully review the information provided.
If our investigation confirms that the issue was caused by The Prime Jackets, we will offer an appropriate solution, which may include a replacement, exchange, or full refund.
If the damage occurred during shipping or was caused by the courier, we will work with the shipping carrier on your behalf and assist you throughout the resolution process whenever possible.
Lost Packages
If your package is lost during transit, please contact our support team as soon as possible.
We will coordinate with the shipping carrier to investigate the shipment.
If the carrier confirms that the package has been lost, we will provide an appropriate resolution, which may include a replacement or a refund, depending on the outcome of the investigation.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If an incorrect or incomplete address is provided and the package must be reshipped, the customer will be responsible for any additional shipping charges.
Refused Deliveries
If a customer refuses to accept a package without any error on the part of The Prime Jackets, the original shipping charges are non-refundable.
If additional return shipping or handling charges are incurred, those costs may be deducted from any eligible refund.
Contact Us
If you have any questions regarding our Return, Refund & Exchange Policy, or if you would like to request a return, refund, or exchange, please contact our customer support team before sending any item back.
Our team will review your request and provide the appropriate return instructions and warehouse address based on your location.
Company Name: ZING APPAREL LTD
Company Number: 14611522
UK ADDRESS: 23 Lodge Close, Northampton, England, NN5 6SH, United Kingdom
Email: support@theprimejackets.com
Phone: +447476888071
Business Hours: Monday to Friday, 9 AM to 6 PM
Response Time: We aim to respond within 24 Business Hours