Exchange & returns.
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Last updated: 2 November 2026
Our Promise
Every PRIMUS AURA piece is checked before it leaves us. If the size or fit is not right, or there is a problem with your order, we will help you exchange it quickly and fairly.
Exchange Window
You can request an exchange within [X days] of receiving your order.
Conditions for Exchange
To be eligible for an exchange, items must be:
- Unworn, unwashed and free from perfume, deodorant or other marks
- In their original condition with all tags attached
- Returned with the original packaging where possible
[Confirm any items that cannot be exchanged, for example sale items or customised corporate orders]
How to Request an Exchange
- Contact us by phone or WhatsApp on 01603238954, or email primusaura@gmail.com.
- Share your order number, the item you want to exchange and the size or product you would like instead.
- We will confirm the exchange and explain how to send the item back to us.
- Once we receive and check the item, we will send out your replacement.
Exchange Delivery Costs
[Confirm who pays the delivery charge for size exchanges, and the amount]. If the exchange is needed because of our mistake, such as a damaged, faulty or wrong item, we cover the delivery cost.
Damaged, Faulty or Wrong Items
If you receive an item that is damaged, faulty or not what you ordered, please contact us within [X hours or days] of delivery with your order number and clear photos. We will arrange a replacement at no extra cost, subject to availability.
Refunds
[Confirm whether refunds are offered. If they are, state when a refund applies, the method (for example bKash, Nagad or bank transfer) and how many working days it takes]
Contact Us
For help with an exchange or return, call or WhatsApp 01603238954 or email primusaura@gmail.com.