Refund Policy
Refunds are made by Botpata Limited, trading as PrimeHat, for every order - items sold by independent sellers included. To start a return or a refund, send us a message through our contact form with your order number. Please don't send anything back before we reply - we'll tell you where to send it.
At primehat.com, customer satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, this policy sets out how a refund works. Every refund goes back to the original payment method, under the terms below.
Eligibility for Refunds
- Damaged, Defective or Incorrect Items: If the product you received is damaged, defective, or not what you ordered, you are entitled to a full refund including shipping, or a replacement - your choice.
- Not Received: If your order has not arrived within 15 days after the end of its estimated delivery window and tracking shows no delivery, you are entitled to a full refund.
- Change of Mind: Unused items in their original packaging may be returned within 7 days of delivery. Return shipping is paid by you, and the refund covers the item price and the delivery charge you paid for it.
- Cancellation: An order cancelled before it is processed is refunded in full. Once processing has begun, the return conditions above apply.
- An Item That Cannot Be Sent: If we or the item's seller cannot send an item you ordered, it is cancelled and refunded in full - the item and the delivery charge you paid for it - and we tell you by email. The rest of your order carries on.
How Much Is Refunded
- Orders are priced in Bangladeshi taka (BDT, ৳), and refunds are for the taka amount you paid.
- A refund goes back to the original payment method. How long it takes to reach you depends on that method.
Refund Process
- Send us a message through our contact form within the eligibility window, with your order number and the reason. We answer by email, and you can reply to us with any supporting evidence (photos of damaged items, tracking details).
- For a return, we send you the return instructions and the address to send it to; the refund is released once the item arrives there in the agreed condition.
- An approved refund is sent to the original payment method; how soon it reaches you depends on that method.
Non-Refundable Items
- Perishable goods (e.g., food, flowers, paints, etc.)
- Digital products that have been downloaded or accessed
- Custom or personalized items, unless defective
Shipping Costs
When the refund is due to our error (damaged, defective, incorrect or undelivered items), all shipping is refunded, and we cover sending the item back. For a change-of-mind return within 7 days, the delivery charge you paid is refunded with the item; the cost of sending the item back is yours.
If you have any questions or need further assistance, please send us a message through our contact form.
Note: This policy is subject to change without prior notice.