Refund policy

You'll love Primora Labs or your money back.

We stand behind our products. If for any reason you are not completely satisfied, we offer a refund or an exchange. We take the risk out of ordering with an unmatched satisfaction guarantee, and we will always do our best to take care of you.

60-day money-back guarantee (supplements and Insta-Strips)

Try any of our supplements or Insta-Strips for up to 60 days from the day your order is delivered. If you are not happy with the results for any reason, contact us within those 60 days and we will refund the price of the product, even if the bottle or tin has been opened or used.

  • Refunds cover the price you paid for the product. Original shipping and handling fees are not refunded, except when the item arrived defective, damaged or incorrect.
  • For multi-bottle and multi-tin orders, please return any unopened bottles or tins with your return.
  • The guarantee applies to products purchased directly from Primora Labs. For products bought from another retailer, please contact that retailer.

Accessories

Accessories (any product that is not a supplement or Insta-Strips) come with a 30-day money-back guarantee: they can be returned within 30 days of receiving your package. To be eligible, the item must be unused, in the same condition that you received it and in its original packaging, including any accessories, manuals and documentation. Refunds for non-defective accessories exclude shipping and handling fees.

Non-returnable items include incorrect products purchased, items purchased through other retailers, and items damaged through customer mishandling.

How do I return an item?

Please contact us at support@primora-labs.com before sending anything back. Include your order number and the reason for your return. Our customer service team will review your request and, once it is approved, email you the return instructions and address. Items sent back without contacting us first may not be accepted.

Return shipping costs are paid by the customer, unless the item arrived defective, damaged or incorrect. We recommend a trackable shipping service, because we cannot be responsible for returns lost in transit. Primora Labs reserves the right to refuse returns that do not meet this policy.

What if my item is defective, damaged or incorrect?

Did you receive a damaged or faulty item, or the wrong product? Please contact us within 14 days of delivery and include:

  • Your order number
  • A photo or video of the item and its packaging
  • Your complete delivery address
  • A contact phone number

We will send you a replacement or a full refund, including shipping. In some cases we may ask for a photo or video of the defective product before we can replace or refund it.

How long does the return process take?

Returns are processed within 14 business days of the day we receive them (or approve them, when no return is needed). We will email you to confirm once your refund has been issued.

When will I receive my refund?

All refunds are credited to your original form of payment. If you paid by credit or debit card, the refund is sent to your card-issuing bank, which may take 5–10 business days to post it to your account. If you have not received your refund after that, please contact your bank or credit card company first, then contact us at support@primora-labs.com.

How do I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel your order, with your order number and the change you would like to make. We will confirm once the change has been made. Orders that have already been packed or shipped cannot be changed or canceled, but you can still return them under this policy.

Questions?

Email us at support@primora-labs.com or call +1-646-585-0450 (Monday–Friday, 9 am–5 pm ET).