Refund & Returns Policy
When and how Prime Errands refunds or replaces orders, including Prime Errands Home shop orders.
We want you to be happy with every order. This policy explains when we refund, replace or accept returns.
Report a problem within 48 hours
If an item is missing, damaged, expired or not what you ordered, contact us within 48 hours of delivery on WhatsApp (+234 907 778 3556) or by email (admin@primeerrands.com). Please include your order number and photos of the item and packaging.
What we will do
- Missing or wrong items: we deliver the correct item at no extra cost, or refund that item.
- Damaged or expired items: we replace the item or refund it.
- Substituted pack items: if we replaced an out-of-stock item and you are not happy with the replacement, we refund the difference or swap it where possible.
Returns
- Food, perishables, toiletries and opened items cannot be returned for change-of-mind reasons, for health and safety. This does not affect your right to a refund or replacement if an item is damaged, expired or wrong.
- Sealed, unused household items (for example kitchenware or cleaning tools) can be returned within 7 days of delivery. The item must be in its original packaging. Return delivery is at your cost unless the item was faulty or wrong.
Cancelling a shop order
You can cancel for a full refund before your order is dispatched. Once it has been dispatched, the returns rules above apply.
Personal shopping orders
Items bought on your behalf follow the seller’s own return policy. If we made a mistake, for example buying the wrong item, we will put it right at our cost. If we spend less than the amount you approved, we settle the difference as agreed.
How refunds are paid
Approved refunds are paid to the original payment method, or by bank transfer, within 5 to 10 working days. Card refunds through Paystack may take a few extra days to show, depending on your bank.
Contact
Prime Errands and Delivery Ltd, Lagos. WhatsApp or call +234 907 778 3556, or email admin@primeerrands.com.