Refunds & Returns Policy

Last updated: 8 June 2026

At PrimeMode we stand behind our products and want you to feel confident ordering from us. If you are not satisfied, we offer a 60-day money-back guarantee as described below. This guarantee is offered in addition to your legal rights as a consumer — nothing in this policy reduces or replaces the statutory rights described in Section 3. If you have any questions, email us at info@getprimemode.com.

1. Our 60-Day Money-Back Guarantee

We offer a voluntary 60-day money-back guarantee on products purchased directly from getprimemode.com. If you are not happy with your purchase, contact us within 60 days of delivery and tell us why, and we will arrange a refund in line with this policy.

• Your request must be submitted within 60 days of receiving your order.
• The guarantee applies only to orders placed directly with us. Orders bought through third-party retailers, marketplaces, or resellers are not covered by this guarantee (you would need to contact the seller you bought from).
• We review guarantee requests fairly and individually. We may decline requests that appear inconsistent with normal product use or that show signs of misuse of this policy (see Section 11).

This guarantee is a goodwill commitment from us. It does not limit any statutory cooling-off, cancellation, or faulty-goods rights you may have under the law of your country (see Section 3), which may apply for longer periods or in additional circumstances.

2. No Return Usually Needed

For most money-back guarantee refunds, you do not need to ship anything back to us. Because our products are consumable supplements, we generally issue eligible refunds based on your request and the information you provide, without requiring a physical return.

Please do not post any product back to us unless we specifically ask you to. We are unable to accept or process unsolicited returns, and items sent without instructions may be lost. In particular, do not send anything to our Lewes, Delaware mailing address — it is a registered mailing address only and cannot receive returns. If a return is needed (for example, in some faulty-item or statutory-return cases), we will give you the correct return address and instructions first (see Section 8).

3. Your Statutory Consumer Rights (Country-Specific)

If you are a consumer, you have legal rights that apply in addition to our money-back guarantee and that cannot be excluded by this policy. Where your local law gives you a stronger or longer-lasting remedy, that law applies. In particular:

• United Kingdom: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you generally have 14 days from delivery to cancel an online order for any reason and receive a refund. Exception: sealed goods that are not suitable for return for health or hygiene reasons are excluded from this right once they have been opened — this typically applies to opened supplements, so the cooling-off right normally covers unopened products only. Separately, under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described; if they are not, you may be entitled to a refund, repair, or replacement, including a short-term right to reject faulty goods.
• European Union & Ireland: For most distance purchases you have a 14-day right of withdrawal, subject to the same sealed-goods / hygiene exception for opened products, plus a legal guarantee of conformity for faulty or non-conforming goods, under applicable EU consumer law and national legislation (including, in Ireland, the Consumer Rights Act 2022).
• Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• New Zealand: If you are a consumer, the guarantees and remedies under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 apply and cannot be contracted out of.
• Canada: Your provincial or territorial consumer-protection legislation may give you rights and remedies (including legal warranties) that cannot be waived; nothing in this policy limits those rights.
• United States: We honour the terms of this policy. Some states provide additional rights, and where they apply, this policy does not limit them.

To exercise a statutory cooling-off or withdrawal right, contact us at info@getprimemode.com within the applicable period and we will guide you through the process, including any return that may be required and how your refund (including, where applicable, standard outbound delivery costs) will be calculated.

4. Damaged, Defective, Wrong, or Missing Items

If your order arrives damaged or defective, or you received the wrong or an incomplete order, please contact us promptly at info@getprimemode.com with your order number and, where relevant, a photo of the product and packaging so we can verify the issue. Once confirmed, we will arrange a replacement or refund at no cost to you, including any return postage if a return is required. These cases are also covered by your statutory rights in Section 3.

5. Cancelling or Changing an Order

If you need to change or cancel an order, contact us as soon as possible at info@getprimemode.com (see also our Cancel or Change Your Order page). We can usually only amend or cancel an order before it enters processing or dispatch; once it is in processing or transit we may be unable to change it. This does not affect any statutory cancellation or cooling-off right you have under Section 3.

6. Shipping & Delivery Issues

We assess delivery concerns using carrier tracking and, to the extent permitted by the consumer law that applies to you:

• Tracking shows delivered but you have not received it. Carriers sometimes mark a parcel as delivered up to 24 hours before it arrives, so please wait 24 hours and check around your property. If the carrier cannot confirm delivery, we will arrange a free replacement. If delivery to the address you provided is confirmed by the carrier, the order is treated as fulfilled, except where your local consumer law provides otherwise.
• Lost or stolen after delivery. Once a carrier confirms delivery to the address you provided, responsibility for securing the parcel passes to you, to the extent the law allows. We recommend contacting the carrier and, for theft, your local authorities. Where your consumer law places the risk of loss on us until you actually receive the goods, that law applies.
• Delivered to the wrong address. If the carrier delivered to the wrong address due to a carrier error, we will arrange a replacement or refund after verification. If an incorrect or incomplete address was provided by you, the order is not eligible for a free replacement or refund once it is marked delivered, except where the law provides otherwise.
• Unfulfilled or out-of-stock items. If we cannot fulfil an item, we will refund it automatically to your original payment method.

7. Subscriptions

If your order includes a subscription, it is your responsibility to manage, modify, or cancel the subscription within the 60-day money-back guarantee period. Subscription renewals that occur after this window are not eligible for a refund under our guarantee, and failure to cancel before a renewal does not, by itself, constitute grounds for a refund.

Subscription orders. PrimeMode offers products that can be purchased through a subscription, which automatically renews unless cancelled. If you sign up for a subscription, you will be charged through the payment method you provide on the billing cadence you selected at checkout (your “billing period”), until you cancel. By submitting your initial subscription order, you expressly agree to the terms of the auto-renewal offer and acknowledge that you have read and understood this policy.

Cancelling a subscription. You may cancel your subscription at any time. To avoid a recurring charge, cancel at least 24 hours before your next billing or dispatch date in one of two ways: (1) through your account / customer portal on getprimemode.com, or (2) by emailing our customer support team at info@getprimemode.com.

Billing information. You are responsible for providing current, complete, and accurate billing information, and for promptly updating it when anything changes (for example, a new billing address, card number, or expiry date). You must tell us promptly if your payment method is cancelled or is no longer valid. Changes can be made through your account / customer portal or by contacting our support team.

Nothing in this section affects any statutory cancellation or cooling-off right you may have under Section 3.

8. Returns We Ask You to Make

In the cases where we do ask you to return an item (for example, some faulty, wrong-item, or statutory-return situations), the following applies:

• We will give you the correct return address and instructions first. Do not use our Lewes, Delaware mailing address — it cannot receive returns.
• For items that are faulty, damaged, incorrect, or sent in error, we cover return postage.
• For a change-of-mind return under a statutory cooling-off or withdrawal right, you are normally responsible for the cost of returning the item, unless your local law provides otherwise. Returned goods should be sent back without undue delay and, where required, within the period set by your local law.

9. How to Request a Refund or Return

Email us at info@getprimemode.com with your order number and the reason for your request. Our team will respond within 1–2 business days to review your request and confirm the next steps.

10. Refund Processing & Timeline

Once your refund is approved, we issue it to your original payment method. Please allow up to 5–10 business days for us to process it; the time it then takes to appear on your statement depends on your bank or card provider. We will email you to confirm once your refund has been processed. Where your local law requires a shorter refund period (for example, statutory cooling-off refunds), we will meet that shorter period.

11. Policy Misuse

To keep this policy fair for everyone, repeated or unusual refund requests may be subject to additional review, and claims we reasonably believe to be fraudulent or misleading may be declined. Customers who abuse this policy may be restricted from future discretionary refunds. This does not affect your statutory rights.

12. Changes to This Policy

We may update or amend this policy from time to time. The version in effect at the time of your purchase governs your order. We will post any updates on this page and revise the “Last updated” date above.

13. Contact Us

Email: info@getprimemode.com
Mailing address (mail only — not a warehouse or returns address; please do not send products or returns here): 16192 Coastal Highway, Lewes, DE 19958, USA

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* These statements have not been evaluated by the U.S. Food and Drug Administration or any equivalent regulator in the countries where our products are sold. These products are not intended to diagnose, treat, cure, or prevent any disease. Individual results may vary.