Refund policy

Refunds & Returns Policy

Last updated: August 21, 2025

At Prim, we carefully curate brands we love and trust and we want you to love your order, too. Because many of our products are personal care items and we resell major brands with their own rules, most items are final sale. That said, if anything arrives damaged, defective, or not quite right, we’ll make it right.

This policy does not limit your rights under applicable consumer law.

Damages & Issues (Packaging Defects, Wrong Items, Transit Damage)

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Email: info@primhealthandbeauty.ca with your order number and clear photos of the product, packaging, and shipping label.

  • Timing: Please report shipping damage or packaging defects within 3 days of delivery.

  • What we cover: Items damaged in transit, incorrect items shipped, or manufacturer/packaging defects (e.g., faulty pumps, broken seals on arrival). We’ll work with our brand partners to replace or refund as appropriate.

Note: Normal wear to outer cartons during shipping and minor cosmetic box imperfections that don’t affect product integrity may not qualify.

Brand Policies & Final Sale Items

Because we partner with leading beauty brands, we follow their return standards. As a result, most items are non-returnable and non-exchangeable, especially once opened or used.

Exceptions / Non-returnable items

If you’re unsure about a specific item, please email info@primhealthandbeauty.ca before purchasing and we’ll be happy to help.

Sale items and gift cards are final sale.

Brand-Specific Exceptions

Bumble and bumble

We can accommodate returns or exchanges for Bumble and bumble products, subject to the following:

  • Condition: Unopened, unused, and in original packaging.

  • Timing: Initiate within 14 days of delivery or purchase.

  • Proof of purchase: Order number or receipt required.

  • Exclusions: Sale items and gift cards are final sale.

  • Opened/used items: Eligible only if defective on arrival (see Damages & Issues).

To start a Bumble and bumble return/exchange, email info@primhealthandbeauty.ca.

Sunna — “Love It Guarantee” (30 Days)

Sunna products purchased from Prim are covered by Sunna’s Love It Guarantee:

  • Timing: Contact us within 30 days of purchase/delivery if you don’t love your product.

  • How it works: We’ll review eligibility under the Love It Guarantee and advise next steps for a return, exchange, or refund according to Sunna’s guidelines.

  • Condition: Unopened/unused items are typically eligible. If your item has been opened, we may still help under the Love It Guarantee—reach out and we’ll assess.

  • Proof of purchase: Order number or receipt required.

  • Exclusions: Sale items and gift cards are final sale.

To start a Sunna Love It Guarantee request, email info@primhealthandbeauty.ca with your order number and the product details.

Purchases made directly from Sunna or other retailers must be handled with the original seller.

Refunds (When Approved)

We will notify you once we’ve received and inspected your return or assessed your damage claim, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at info@primhealthandbeauty.ca.

Exchanges

  • Bumble and bumble: Exchanges permitted per the rules above.

  • Sunna: Exchanges may be available under the Love It Guarantee (30 Days).

  • All other brands: Exchanges are not available, except for damaged/defective or wrong-item shipments.

Shipping Fees & Returns Logistics

  • Original shipping fees are non-refundable unless the issue was our error.

  • For approved returns, we’ll let you know whether a prepaid label is provided or if you should return in-store. Unauthorized returns may be declined.

Need Help Deciding?

We’re here to help you choose the right product the first time. Email info@primhealthandbeauty.ca for personalized recommendations before you buy—shade matching, hair type guidance, skin concerns, and more.