Refund policy

As PRIME mart handles food products, our policy is to help you with an exchange rather than a refund. We would appreciate it if you could review the details below before placing your order.

About refunds

  • Refunds are not available for change of mind. For product defects, we will help you with an exchange (redelivery).
  • Orders can be cancelled before 10:00 a.m. on the day of dispatch, and a refund will be issued in this case. After that, packing begins and cancellation may no longer be possible. Thank you for your understanding.
  • In addition, if there is a valid reason that requires a refund, such as when we are unable to deliver your items, we will issue a refund after review.

Change-of-mind exchanges

Unopened ambient products in their original, resaleable condition may be exchanged within 7 days of receipt. Delivery fees in both directions are paid by the customer.

Products that cannot be exchanged

  • Chilled, frozen and fresh products (kimchi, side dishes, frozen foods, produce)
  • Any product whose seal, packaging or outer wrap has been opened
  • Alcohol
  • Products marked Final Sale or Clearance

However, these products will still be exchanged if they have a product defect as described below.

Exchanges for product defects

If we are at fault, we will exchange the item for the same product (redelivery). This covers:

  • Damaged packaging, leaks or heavy crushing
  • Chilled or frozen items arriving warm
  • Products expired or close to expiry on arrival
  • Wrong or missing items
  • Quality defects (mould, spoilage, foreign objects)

How to request

  1. Contact us within 24 hours of receipt — WhatsApp +852 5269 5682 or primemart-hk@primetop.net
  2. Send photos of the product, packaging and expiry-date label. For temperature issues, a photo of the parcel taken right after opening is very helpful.
  3. Please do not discard the product until you hear back from us.

We will reply within 1 business day. Once confirmed, we will send the replacement with your next delivery, and we will cover the delivery fee.

The 24-hour window applies only to chilled, frozen and fresh products. For unopened ambient products, please let us know within 7 days of receipt.

Out-of-stock items and pricing errors

If an item is found to be out of stock after you order, or a price was displayed incorrectly, we will contact you before dispatch. We will help you substitute a similar product or proceed at the corrected price. We will not substitute without your consent.

Where to send exchanges

Please contact us and get approval before sending any item for exchange. Items sent without approval cannot be exchanged.

UNIT A&B 14/F EVER GAIN CENTRE, NO.28 ON MUK STREET, SHA TIN, NT