Refund Policy
REFUND POLICY
Last updated: 30/11/2025
1. Overview
This Global Refund Policy applies to all purchases made through the website operated under the brand Prime Case, managed by:
ALR Commerce LLC
EIN: 37-2224417
Official U.S. Address:
412 W 7th St
STE 1198
Clovis, NM 88101 — United States
This policy is designed to ensure a fair, transparent, and compliant shopping experience in accordance with applicable international consumer protection laws, including:
FTC Guidelines (United States)
EU Consumer Rights Directive (Europe)
Consumer Rights Act (UK)
LGPD (Brazil)
CCPA/CPRA (California)
PDPL (UAE / Saudi Arabia)
Other applicable e-commerce regulations
This policy applies globally to all Prime Case customers.
2. Eligibility for Refunds
Prime Case accepts refund requests under the following conditions:
2.1 Unused & Unopened Items
A refund may be granted if the product is:
Unused
Unopened
In original packaging
Requested within 7 days of confirmed delivery
This applies worldwide, except where local laws provide additional consumer rights.
2.2 Defective or Damaged Products
If a product arrives defective or damaged, Prime Case will offer:
A replacement, or
A full refund
Photo or video evidence may be required for internal verification and quality control.
3. Non-Refundable Situations
Refunds will not be granted under the following circumstances:
The product has been opened
The product has been used, tested, or altered
The item shows signs of wear, damage, or misuse
The order was refused without valid justification
The product is returned without prior authorization
The item was damaged due to improper use
For hygiene and safety reasons, certain categories may be non-refundable once opened, in accordance with international regulations.
4. Order Cancellation
4.1 Before Fulfillment
Orders may be canceled within 12 hours of purchase, provided they have not been processed or shipped.
4.2 After Fulfillment
Once the order has been processed or a tracking number has been issued, cancellation is no longer possible.
Customers may still request a refund under the conditions described in this policy.
5. Returns Process
To request a refund or replacement, customers must contact:
The following information is required:
Order number
Full name
Detailed description of the issue
Supporting photos or videos (if applicable)
Return requests must be approved before sending any product. Unauthorized returns may be rejected.
All return instructions will be provided by Prime Case after review.
6. Shipping Costs for Returns
6.1 Defective or Damaged Products
Prime Case covers all return shipping costs for approved defective or damaged items.
6.2 Other Cases
For returns due to:
Change of mind
Incorrect address provided
Customer error
Return shipping costs are the responsibility of the customer.
Original shipping fees are non-refundable.
7. Refund Method & Processing Time
Refunds are issued only to the original payment method used at checkout.
Accepted payment methods may include:
Credit or debit cards processed via Shopify Payments (Stripe)
7.1 Processing Time
Once approved:
Refunds are processed within 3 to 7 business days
Financial institutions may take an additional 5 to 15 business days to complete the transaction
8. Packages Lost in Transit
If a package is confirmed as lost by the carrier:
A replacement will be issued, or
A full refund will be provided
Carrier confirmation based on tracking data is required.
9. Wrong Address or Delivery Issues
Prime Case is not responsible for:
Incorrect shipping addresses provided by the customer
Failed delivery attempts due to absence
Unclaimed or refused packages
In such cases:
A reshipment may be offered at the customer’s expense
Refunds will not be issued
10. Customs, Duties & Import Taxes
For international orders:
Customers are responsible for any applicable customs duties, VAT, or import taxes imposed by their country
Refusal to pay customs charges does not qualify for a refund
11. Fraud Prevention & Abuse
Prime Case reserves the right to deny refund requests in cases involving:
Abuse of the refund policy
Repeated or excessive refund claims
Fraudulent activity or chargebacks
Misuse of return procedures
Orders flagged by fraud prevention systems may require additional verification.
12. Exchanges
Prime Case does not offer exchanges in the following cases:
Opened or used products
Unauthorized returns
Items damaged due to misuse
Exchanges are only available for defective or damaged products.
13. Policy Updates
This Refund Policy may be updated at any time to reflect legal, regulatory, or operational changes.
The most current version will always be available on this page.
14. Contact for Refunds & Returns
For all refund and return inquiries:
ALR Commerce LLC
help@primecase.co
412 W 7th St, STE 1198
Clovis, NM 88101
United States