Last Updated: July 10, 2026
At Prime Markets, your satisfaction is our priority. If you are not entirely satisfied with your purchase, we are here to help. Please review our return and exchange policy below.
Quick Summary: Most non-perishable items can be returned within 30 days of delivery. Perishable items that arrive damaged or spoiled are handled on a case-by-case basis and must be reported within 24 hours of delivery.
30-Day Return Policy
You may return most non-perishable, unopened items within 30 days of the delivery date for a full refund or exchange. To be eligible for a return, items must be:
- Unopened and unused
- In their original packaging with all accessories and seals intact
- In a resalable condition
Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned:
- Perishable Goods: Fresh produce, meat, dairy, seafood, frozen foods, and baked goods (unless damaged or spoiled upon arrival — see below)
- Personal Care Items: Cosmetics, skincare products, supplements, and personal hygiene products that have been opened
- Baby Products: Opened baby food, formula, diapers, and wipes
- Gift Cards: Store gift cards are non-refundable and non-returnable
- Clearance Items: Final sale and clearance items marked as non-returnable at the time of purchase
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery. We will resolve the issue promptly by offering one of the following:
- Full refund including original shipping costs
- Complimentary replacement shipped at our expense
- Store credit equal to the purchase price
To report a damaged or incorrect item, please email info@primemarkets.shop with your order number, a description of the issue, and photographs showing the damage or defect. This helps us process your claim quickly and improve our packaging processes.
Spoiled or Expired Perishable Items
We take great care in selecting and packing fresh groceries. In the rare event that a perishable item arrives spoiled, expired, or at an unsafe temperature:
- Please contact us within 24 hours of delivery
- Include your order number and photos of the affected item (including the expiration date if applicable)
- We will issue a full refund or replacement, typically processed within 1–2 business days
- You do not need to return spoiled items — please dispose of them safely
Return Process
To initiate a return:
- Contact Us: Email info@primemarkets.shop or call +1 828-428-8484 with your order number and reason for return
- Receive Authorization: We will provide a Return Merchandise Authorization (RMA) number and a prepaid return shipping label if applicable
- Pack the Item: Securely pack the item in its original packaging, including all accessories and documentation. Write your RMA number clearly on the outside of the package
- Ship the Item: Drop off the package at the designated carrier location. Keep your shipping receipt as proof of return
Refund Timeline
Once we receive and inspect your returned item, we will process your refund within 5–7 business days. Refunds will be issued to the original payment method and typically appear within 3–10 business days depending on your financial institution.
| Return Type | Processing Time | Refund Method |
|---|---|---|
| Standard return (unopened, within 30 days) | 5–7 business days after receipt | Original payment method |
| Damaged/defective/incorrect item | 1–2 business days after claim approval | Original payment method |
| Spoiled perishable item | 1–2 business days after claim approval | Original payment method |
Return Shipping Costs
- Damaged, defective, or incorrect items: We will provide a prepaid return shipping label at no cost to you
- Customer change of mind: You are responsible for return shipping costs. Original shipping charges are non-refundable
- Restocking Fee: A 15% restocking fee may apply to returns of large or bulky items, items returned without original packaging, or items returned after the 30-day window
Exchanges
We offer exchanges for identical items only (same product, size, and variant). If you wish to exchange an item for a different product, please initiate a return for a refund and place a new order. Exchange requests must be made within 30 days of delivery. We ship exchanges at no additional cost unless the exchange is due to customer preference change.
Order Cancellations
You may cancel your order within 1 hour of placement for a full refund. After 1 hour, we may have already begun processing your order, and cancellation may not be possible. To request cancellation, please contact us immediately at info@primemarkets.shop or +1 828-428-8484.
Contact Information
For all return, exchange, and refund inquiries, please contact us:
Email: info@primemarkets.shop
Phone: +1 828-428-8484
Mailing Address: 3 Island Ford Rd, Maiden, NC 28650, United States