Cancellation & Return Policy

Cancellation & Return Policy

Cancellation Before Shipment (Pakistan Orders Only)

If your order or item(s) has not been shipped yet, you can cancel the order by contacting our customer support team. You can reach us via:

  • Email: Pg.business@gmail.com

  • Phone: +92-326-8910000 (Available Monday to Saturday, 8 AM to 10 PM, Sunday 10 AM to 7 PM)

Once the cancellation request is processed, we will refund your money within 2 working days.

How Will I Get Refunded for Cancelled Orders, and How Long Will It Take?

  • Before Shipment: Refunds are processed within 2 days of cancellation.

  • After Shipment: Refunds are issued once the product is returned and verified at our warehouse.

    • For Credit/Debit Cards/Net Banking: Refunds will be credited to the original payment method within 2 working days. It may take 2-3 additional business days for the amount to reflect.

    • For Cash on Delivery: Refunds are made via bank transfer. Provide your bank details by email, and the transfer will occur within 3 to 4 working days of receiving the returned product. This may take 2-3 additional business days to reflect in your account.

    • Prime Galleria Coupons: You can choose to receive your refund in the form of Prime Galleria Coupons, which can be used for future purchases.

What if I Used a Discount Voucher?

Discount Vouchers: These are for one-time use only and will be considered used even if you cancel the order.

Returns, Replacements & Refunds

How Do I Return an Item Purchased on Prime Galleria?

Pakistani Orders:

  • Returns are only accepted if the product is damaged, defective, expired, or incorrect.

  • You can return products within 7 days of receiving your order. 

  • Steps to Return:

    1. Contact our Customer Support via Email (Primegalleria.business@gmail.com) within 7 days.

    2. Share your order ID, a request for return/replacement, and an image of the product along with the invoice.

    3. We will arrange for a pickup within 04 to 06 business days. Refund or replacement will only be processed once the product is received in its original packaging with seals, labels, and barcodes intact.

International Orders:

  • Returns are only accepted if the product is damaged, defective, expired, or incorrect. These must be returned in original, unused, and sealed condition.

  • Upon return, we will replace or refund the product’s invoiced value. Any customs charges paid by you will be refunded via a Prime Galleria coupon.

Items That Cannot Be Returned/Exchanged:

  • Products damaged due to misuse or overuse.

  • Returns without original packaging, price tags, or labels.

  • Products with tampered serial numbers.

  • Used or altered products.

  • Requests after 7 days of delivery.

  • Free gifts provided by the brand.

Received a Damaged, Defective, or Wrong Product?

If you receive a damaged, defective, or incorrect item:

  • Steps to Take:

    1. Contact Customer Support within 7 days.

    2. Share your order ID, a request for return, and an image of the product and invoice.

    3. We will arrange for a pickup within 04 to 06 business days. We will process a refund or replacement once we receive the product in its original condition.

Do I Need to Return Free Gifts?

No, free gifts Cannot be returned in any case.

Can I Return Part of My Order?

No, If the product is damaged or not working properly whole item should be returned with clear above stated instructions.

Refund Process for Returned Items

Refunds are processed once the returned products are received and verified:

  • For Credit/Debit Cards/Net Banking: Refunds will be credited to the original payment method within 2 working days. It may take 2-3 additional business days for the amount to reflect.

  • For Cash on Delivery: Refunds are made via bank transfer. Provide your bank details by email, and the transfer will occur within 3 to 4 working days of receiving the returned product. This may take 2-3 additional business days to reflect in your account.

  • Prime Galleria Coupons: You can choose to receive your refund in the form of Prime Galleria Coupons, which can be used for future purchases.