Return & Refund policy

At Prime Lane, we take immense pride in the dependable quality and safety of our fragrances. We want you to be entirely satisfied with your purchase. However, if your order does not perfectly align with your expectations, we provide a clear, equitable, and straightforward return and refund procedure that fully complies with United States consumer protection standards.

RETURN WINDOW

You are granted exactly 30 days from the confirmed date of carrier delivery to initiate a return request. If 30 days have elapsed since the delivery timestamp provided by the courier, we are unfortunately unable to process a refund or accept the return.

ELIGIBILITY & RETURN CONDITIONS

To qualify for a successful return and full refund, your fragrance items must satisfy the following conditions:

Item Condition: The perfume bottle must be completely unused, unswayed, free of test sprays, liquid depletion, or scratches, and in the exact pristine condition in which it was received.

Packaging & Seals: All original retail boxes, cellophane wraps, protective inserts, caps, and manufacturer seals must remain unbroken, unopened, and fully intact.

Non-Eligible Returns: For hygiene, health, and personal safety reasons, we cannot accept returns of any fragrance bottles that have been opened, sprayed, sampled, or unsealed. Items that suffer damage due to customer mishandling, dropping, exposure to extreme heat, or improper storage after delivery are strictly non-refundable.

RESPONSIBILITY BREAKDOWN (WHO PAYS FOR SHIPPING & LABELS)

The assignment of return shipping costs and label generation is determined by these three specific scenarios:

Step 1: Change of Mind / Customer Choice: If you choose to send an item back due to personal scent preference, selecting the wrong bottle volume, or ordering an incorrect fragrance concentration after the 3–4 business day fulfillment processing period has ended, the customer assumes full financial responsibility for purchasing the return shipping label.

Step 2: Damaged or Defective Items:

Our / Carrier Fault: If your perfume arrives broken, leaking, cracked, with a defective atomizer spray pump, or damaged due to transit mishandling by the courier, Prime Lane accepts total responsibility. We will supply a pre-paid return shipping label and issue a complete replacement or refund at absolutely zero cost to you.

Customer Caused Damage: If the product is damaged as a result of customer neglect, dropping, cap breakage, or accidents occurring post-delivery, the customer assumes full liability, and no return or refund will be provided.

Step 3: Wrong Items Sent:

Our Fulfillment Error: If our logistics facility mistakenly dispatches the incorrect fragrance, scent profile, or bottle size, Prime Lane will cover all return shipping expenses and expedite the correct item to you immediately.

Customer Selection Error: If the incorrect perfume or concentration was chosen by the buyer during checkout, the buyer is responsible for covering the return shipping costs.

EXCHANGES POLICY

Prime Lane does not facilitate direct item exchanges. If you desire a different fragrance, scent profile, or concentration (such as Eau de Parfum instead of Eau de Toilette), please follow our standard return procedure to send back the eligible, unopened item for a refund, and subsequently place a new, separate order on our website whenever you are ready.

RESTOCKING FEES

At Prime Lane, we maintain transparent and honest pricing:

Restocking Fee: $0.00 USD. We absolutely do not levy any restocking fees, handling penalties, or hidden administrative charges on eligible returned items.

HOW TO INITIATE A RETURN

To guarantee efficient processing, please adhere to these instructions:

Reach out to our support staff via email at support@primelane.shop, providing your official Order Number and clear photographs showing the unused, sealed item in its original box (as well as the outer shipping box if claiming transit damage).

Our dedicated support team will evaluate your submission within 24 business hours. Once authorized, we will issue a Return Merchandise Authorization (RMA) along with precise mailing directions to our designated logistics return facility.

Important Notice: Please do not mail your return package directly to our Honolulu administrative headquarters without securing prior return approval and instructions. Packages sent without prior authorization will not be processed.

REFUND TIMELINE & PROCESS

Inspection: Upon the arrival of your return package at our logistics facility, our inspection team will verify the seal and bottle condition within 2–3 business days.

Approval Email: You will receive an automated email notification confirming the inspection outcome and stating whether your refund has been approved or declined.

Processing Time: Approved refunds are automatically credited back to your original payment method (Credit/Debit Card, Apple Pay, or Google Pay). These funds generally appear on your bank statement within 5–7 business days, depending on your financial institution’s processing schedule.

Late or Missing Refunds: If you have not seen your refund post after 7 business days, please check with your banking institution or credit card issuer. If the transaction is still not visible, reach out to us right away at support@primelane.shop.

CONTACT INFORMATION

Business Name: Prime Lane

Business Email: support@primelane.shop

Business Hours: 9:00 AM to 5:00 PM (Monday to Friday) (GMT-10:00)

Business Address: 2301 Kalākaua Ave, Honolulu, Hawaii 96815, United States