Refund policy

30-day returns. You have 30 days from the day your order is delivered to request a return, for any reason. The item must be unused and in its original packaging.

To start a return, email support@primoluck.com with your order number. We will reply with a return authorisation and the address to send it to. Please do not ship anything back before you have that authorisation — parcels sent without one cannot be tracked to your order and we may not be able to refund them.

Who pays return shipping. For a change-of-mind return, you pay return shipping. There is no restocking fee. If the item arrived damaged, defective, or is not what you ordered, we pay. In most of those cases we will not ask you to ship anything back at all — send a photo to support@primoluck.com and we will send a replacement or refund you straight away.

Refunds. Once your return arrives and we have checked it, we will refund the original payment method within 5 business days. Your bank or card issuer may take a further few days to post it. Original shipping is refunded only where we shipped the wrong item or the item was faulty.

What cannot be returned. Screen protectors that have been applied, or whose sealed backing has been removed, cannot be returned once opened, unless they arrived damaged. This is a hygiene and single-use limitation — if a protector arrives cracked or defective, tell us and we will replace it.

Cancellations. Email us within 12 hours of ordering and we will cancel and refund in full, provided the order has not already been handed to the carrier.

Two-year limited warranty — Carbon Fiber Pixelsnap Case

We warrant the Carbon Fiber Pixelsnap Case against structural failure for two years from the date of delivery, to the original purchaser.

What is covered: structural failure of the case under normal use — the shell cracking or snapping, the layers separating or delaminating, or the internal magnet ring failing to hold. If any of that happens within two years, send a photo and your order number to support@primoluck.com and we will replace the case at no cost to you.

What is not covered: cosmetic wear and tear (scuffs, scratches, marks, fading and normal ageing of the finish are expected on a case that is doing its job, and are not defects); damage from accidents, misuse or deliberate force; damage to the phone itself — this is a warranty on the case, not insurance on your device; and cases bought anywhere other than Primo Luck.

This warranty is limited to replacement of the case and is not transferable. It does not affect your statutory rights.

Primo Luck · support@primoluck.com