Shipping & Returns

General Terms and Conditions:

Prime Health Needs reserves the right to update this policy/rules when necessary, and the updated version will be published on www.primehealthneeds.com, effective immediately upon posting.  If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Prime Health Needs immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Prime Health Needs.  The supplier will publish their own Return & Refund Policy on the product detail page. Prime Health Needs' policy shall prevail in case of conflict with supplier's policy.

For after-sales issues, buyers should file a return & refund request within 30 days of the delivery date (except several suppliers whose after-sales period was agreed by Prime Health Needs). Should the period of Return & Refund request filed exceeds from what this policy states, the supplier reserves the right not to provide any after-sales services after that time.

Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in Prime Health Needs buyer center, or by contacting Prime Health Needs customer service to cancel the order. Please note that some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.

If the supplier cannot fulfill the buyer's order within the order processing time indicated on Prime Health Needs' product page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order.

If the buyer received a damaged or broken goods/product and applies for a refund, the buyer should have a compelling evidence/proof of the damaged product/goods, and the goods need to be returned. The supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The supplier should refund the buyer when the returned product is in transit, as shown in the logistic website with the supplier's provided, prepaid return label.

Prime Health Needs shall not require a supplier to accept after-sale requests for "non-defective remorse returns"; the supplier has the right to accept or reject the request as his policy shows on the Prime Health Needs product page. Prime Health Needs will abide by the supplier's policy under this specified condition.

If the supplier accepts the after-sale request for the reason or type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Prime Health Needs' policy restriction, the "restocking & repacking fee" in total that supplier deducted shall not exceed 35% of the total price of the order.

Prime Health Needs shall not require suppliers to provide or not provide warranty, or the way warranty is handled. Prime Health Needs however, encourages suppliers to make sure a "no warranty", or "with warranty" posting is clearly stated or included with their returns/refunds product policy. 

Prime Health Needs shall restrict the refund and redelivery time under the condition included herein, but not limited to: 

1.  Order should refund based on supplier's policy, or Prime Health Needs' policy.

2.  Agreements have been made regarding refund or redelivery between supplier and buyer, or other concerned party.  The supplier must refund not more than 3 business days, or redeliver not more than 5 business days.

3.  Once the buyer submits the after-sales request, the buyer needs to provide evidence/proof of product damage/defect (as the clause states below), to the supplier or Prime Health Needs. If the buyer cannot provide compelling or convincing evidence of product damage/defect within the order after-sales period of which the policy indicated, the supplier and or Prime Health Needs has the right to reject the return and refund request.

4.  Whether the evidence is compelling or not will ultimately be determined by Prime Health Needs.

***Should there be some unusual & various circumstances that may arise and may affect the buyer's request for refund/return of the product, these policies are to be observed and followed:

1. No Product Shipment Fulfilled within the Specified Period /Length of time.

The buyer has the right to apply for a full refund of the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page). 

2. The Return & Refund request is made Within the Stated Processing Time. 

The supplier has 3 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 3 business days, Prime Health Needs will attempt to follow-up with the supplier so a decision can be made relative to the buyer's request for return/refund.

3.  For Unshipped Orders: a request for return/refund is made after the stated processing time.

The supplier shall refund the order.

Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.

4.  For Shipped Orders:  the return & refund request is made after the order has shipped.

The supplier has 10 business days to process the request after the buyer submits it.

If the supplier fails to process (accept or reject) the refund request within 10 business days, Prime Health Needs will attempt to follow-up with the supplier so a decision to accept/reject the request will be made.

5. Goods Returned in Transit.

If the package is requested to be sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the requested date.

6. Goods Destroyed in Transit.

If the package/goods are destroyed in transit, and the buyer has a proof from the logistics website, such as, but not limited to a screenshot, the supplier should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.

7. Wrong Recipient Information.

If the buyer made a mistake of providing the wrong information for where the product is going (the receiver's or buyer's information) on an order, the buyer should contact the supplier via "Contact Seller" or contact Prime Health Needs' customer service to request the supplier to update the order information, or make the necessary correction on the receiver's/buyer's information.

Please note: The receipt information correction or order cancellation are not guaranteed. If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.

If the goods have been delivered to the wrong recipient, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods, same as a buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note that the buyer will additionally be in charge of the redelivery fee. If the order cannot be corrected or returned, the buyer will bear the losses.

8. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems):

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that clearly shows the problem.)  After the buyer files a request on Prime Health Needs, the supplier should check the proof and give a response within 3 business days.

If the proof checked by the supplier/Prime Health Needs is not clearly showing the problem as stated by the buyer, or if the proof provided by the buyer is invalid, the supplier/Prime Health Needs has the right to reject the buyer's refund request.

If the buyer's proof clearly shows a problem after being checked by the supplier/Prime Health Needs (the proof checking time shall not be more than 3 business days), and if the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of the proof approval, then refund the order. It should also show on the logistics website that the returned product is in transit, and it can be searched by the tracking number the buyer uploaded, within 3 business days.

If proof is valid, and buyer requests redelivery, the supplier should redeliver within 5 business days after proof approval. Please note that suppliers have the right to defer/re-schedule refunding the order if the products to re-deliver are out of stock, or buyers are able to reorder products when the products are restocked.

9. Logistics Issues:

A.  Invalid Tracking Information

If Prime Health Needs verifies that the tracking number is wrong, and the supplier fails to provide the correct one within 4 business days, the supplier will refund the order.

B.  Untimely Tracking Information Updates

If there is no update of the tracking information for more than 7 business days after the label is created and is showing on logistics website, and the buyer applies for a refund, the supplier shall refund order within 3 business days from the time the buyer requested it.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

C.  Unreasonable, Excessive Length of the Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund.  The supplier will refund the order within 3 business days as buyer requested.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

7. Other Matters/Concerns:

When encountering holidays, covid-19, abnormal weather, or any other abnormal situations, the buyer needs to contact us through primehealthneeds@gmail.com concerning his/her order through the "Contact Message" option to solve the goods or logistics issue.

Prime Health Needs will try its best to assist buyers in these special circumstances in a timely manner. After notifying Prime Health Needs, buyers should expect a decision from Prime Health Needs on these types of issues in no later than two weeks.

8. Attention

If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Prime Health Needs to help deal with the after-sale issues.

At the same time, every party involved in every business transaction that transpires between the Supplier, Prime Health Needs and the Buyer should be keenly aware of these policies in place and are expected to follow the policies as stated, to avoid logistical and other issues during business transactions.