Return & Refund Policy

Last updated: 18 October 2026

At Prime Living, we want customers to shop with confidence. If there is a problem with your order, please contact us and we will help resolve it.

1. Change-of-mind returns

We offer a 7-calendar-day return window from the date of delivery for eligible unused products.

To qualify:

• The product must be unused, unfilled and in its original condition.

• The original packaging, accessories, charging cable and manual must be included.

• The product must not be damaged or altered.

• Proof of purchase or the order number is required.

Change-of-mind returns for products that have been used, filled with soap or damaged after delivery are generally not accepted.

Customers are responsible for return shipping costs for change-of-mind returns. The original delivery fee is not refundable unless required by applicable law.

2. Damaged, defective or incorrect products

If your product arrives damaged, is faulty or differs from your order, contact us at primelivingsg@outlook.com as soon as possible.

Please include:

• Your order number

• A description of the issue

• Clear photos or a short video, where possible

We will assess the issue and arrange an appropriate resolution, which may include repair, replacement or refund.

For confirmed defective, damaged-on-arrival or incorrectly supplied products, Prime Living will arrange or cover reasonable return shipping costs.

Your rights under Singapore's Consumer Protection (Fair Trading) Act, including the Lemon Law, remain unaffected by our voluntary return policy or any reporting timeframe.

3. How to request a return

1. Email primelivingsg@outlook.com with your order number and reason for the return.

2. Wait for our return instructions.

3. Pack the product securely, including the original accessories and documentation.

4. Return the item using the instructions provided.

Please contact us before sending an item back so we can confirm the appropriate return arrangements.

4. Refund processing

Once a return has been received and assessed, we will inform you of the outcome.

Approved refunds will be issued to the original payment method through Shopify Payments.

The time taken for the refund to appear in your account depends on the payment provider and bank.

For approved full-order cancellations before dispatch, the original product and delivery charges will be refunded.

5. Order cancellations

Contact us as soon as possible if you wish to cancel an order.

We can normally cancel an order that has not yet been dispatched. Once an order has been dispatched, any return request will be handled under the relevant return terms and applicable consumer law.

6. Consumer rights

Nothing in this policy excludes or limits rights and remedies that customers may have under Singapore law.

Contact: primelivingsg@outlook.com

Business: Prime Living, Singapore