Refund Policy

At Prime Gesture, we want you to shop with complete confidence. If something is not right with your order, our refund process is designed to be simple, fair, and quick. This policy explains when you are eligible for a refund, how to request one, and how and when your money will reach you.

Once a return has been received and approved at our warehouse, your refund is processed within 7 working days. The mode of refund and the exact time it takes to reflect depend on your original payment method, as set out below.

When Are You Eligible for a Refund?

You may be eligible for a refund in the following cases:

• Your item arrived damaged, broken, or defective.
• You received the wrong product or an incomplete order.
• Your approved return has been received back at our warehouse.
• Your order was cancelled before dispatch, or we were unable to fulfil it.

Refunds are issued only after a return is approved, or where an order could not be delivered or fulfilled. Return eligibility and the return window are covered in our Return Policy, which works alongside this page.

How to Request a Refund

Requesting a refund is straightforward. If your item arrived damaged or incorrect, please contact us within the return window with your order number and clear photographs of the product and its packaging. This helps us resolve the issue quickly.

Our team will review your request and confirm the next steps. If a return is required, we will guide you through it. Once the returned item reaches our warehouse and passes a quick check, your refund is processed within 7 working days.

Refund Modes and Timelines

You can choose how you would like your refund. The timelines below begin once your refund has been approved and processed.

Fastest option: Store Credit is the quickest and most flexible refund. It is issued within 24 to 48 hours, never expires, and can be used on any product across our store.

Damaged or Defective Items

Every idol is inspected and securely packed before it leaves us, but if your item arrives damaged in transit, we will make it right. Contact us within the return window with photographs of the damage and the packaging, and we will arrange a replacement or a full refund, including any shipping you paid.

Please keep the original packaging until your claim is resolved, as it helps us process damage claims with our courier partners.

Handcrafted Variations Are Not Defects

Our products are handmade from solid brass by skilled artisans. Small, natural variations in finish, colour, weight, and detailing are part of the character of a genuine handcrafted piece and are not considered defects. We describe and photograph each product as accurately as possible so you know what to expect.

Refunds on Shipping and Discounts

Where a refund is due because of a damaged, defective, or wrong item, any shipping you paid on that order is refunded as well. For approved returns of undamaged items, the refund covers the product value. If your order was placed using a discount or coupon, the refunded amount reflects the actual price you paid after the discount.

Cancellations

If you wish to cancel an order rather than return it, the timing and process are explained in our Cancellation Policy. Orders cancelled before dispatch are refunded in full to your chosen refund mode.

Need Help With a Refund?

If you have any questions about a refund or the status of one, our team is happy to help. Reach us through our Contact page, by email at sales@primegesture.com, or by phone.