Refund policy

Welcome to Prime Green. Because our platform primarily serves corporate entities, cosmetic laboratories, and industrial manufacturers, our return and refund frameworks are strictly divided based on your legal purchasing status. Please review the appropriate section below regarding your order.

Section 1: Standard Business-to-Business (B2B) Wholesale Terms

This section governs all commercial transactions, bulk procurement contracts, and orders placed by registered entities, manufacturing brands, independent formulators, or professional buyers.

  • Final Sale Agreement: All sales of bulk raw ingredients, botanical extracts, carrier oils, chemical materials, and cosmetic butters are considered final.
  • Exclusion of Withdrawal Rights: Purchases made by corporate accounts, professional entities, or any buyer utilizing a corporate tax identification or VAT number at checkout are strictly exempt from consumer retail reflection periods.
  • Quality Assurance & Technical Review: If a batch or shipment fails to comply with the parameters outlined in its official Certificate of Analysis (CoA) or Technical Data Sheet (TDS), or if a transit discrepancy is identified, it must be reported to our quality control department within five business days of delivery. All claims are subject to a technical laboratory review prior to the authorization of any commercial credit or replacement batch.

Section 2: European Union Consumer Right of Withdrawal

This section applies solely and exclusively to individual, retail end-consumers residing within the European Union who are acting entirely outside of their trade, business, craft, or professional manufacturing activities.

  • Right of Withdrawal: Eligible retail consumers have a period of 14 calendar days from the date of delivery to withdraw from their purchase without explanation. This right can be exercised through our digital self-service process by accessing the order cancellation tool within your customer portal or original order confirmation email.
  • Strict Health Protection & Hygiene Exception: Pursuant to Article 16 of EU Directive 2011/83/UE, the right of withdrawal immediately expires and is legally waived for any item, batch, drum, or container that has been opened, unsealed, sampled, or tampered with after delivery. Due to the sensitive biological nature of cosmetic raw materials and strict sanitary guidelines, cross-contamination risks prevent us from accepting returns of unsealed ingredients. Returns are strictly limited to products that remain 100% intact in their original, unbroken, factory-sealed packaging.

Outbound & Inbound Shipping Fee Policy (Consumer Retail Only)

  • Outbound Shipping: If an eligible consumer exercises their digital right of withdrawal for an entire order, the standard initial shipping fee will be refunded along with the item cost. Premium, express, or priority shipping surcharges elected at checkout are strictly non-refundable.
  • Inbound Shipping: The direct costs of returning factory-sealed goods back to our fulfillment center shall be borne exclusively by the buyer. You are responsible for organizing and paying the logistics costs necessary to safely transport the pristine goods to our warehouse. Unsealed or non-compliant returns sent to our facility will be rejected, and no refund will be issued.