At Prime Sword, your satisfaction is our priority. We offer a simple, transparent returns and refund process so you can shop with complete confidence. Please read the information below carefully before initiating a return.

Returns eligibility

We accept returns within 14 days of the delivery date. To qualify for a return, the item must meet one of the following conditions:

• The item arrived damaged or defective
• The wrong item was delivered

Items that do not meet these conditions are not eligible for return. We do not accept returns due to change of mind once the order has been dispatched.

Damaged or defective items

If your collectible arrived damaged or in defective condition, please take the following steps:

• Keep all original packing materials
• Contact us within 48 hours of receiving your order
• Email us at support@primesword.com with your full name, order number, a description of the issue, and clear photos of the item and packaging

Once we review your case, we will initiate the return or replacement process right away.

Wrong item delivered

If you received an incorrect item, please contact us within 48 hours of delivery. Email support@primesword.com with your full name and order number. We will arrange for the correct item to be reshipped to you as quickly as possible.

Order cancellations & changes

You may cancel or modify your order only before it has been dispatched. Once your order has shipped, cancellations and item changes are no longer possible. We recommend contacting us as soon as possible if you need to make any amendments.

Refund process

Once your returned item is received at our warehouse, refunds are processed within 2–4 business days. The refund will be issued to the original payment method used at checkout. If you have not received your refund after 5 business days, please reach out to us at support@primesword.com.

Exchange process

If you received a damaged or defective collectible, we will work with you to send a brand new replacement once the issue has been reviewed and confirmed. Exchanges follow the same process as returns and must be requested within the 14-day return window.

How to return an item

• Email us at support@primesword.com before sending anything back.
  
• Include your order number and the reason for your return.
  
• Pack the item securely in its original packaging.
  
• Ship the item to the return address provided in our reply email.

Business Name

Phone: +1 (585) 390-6507

Email: Support@primesword.com

Business Hours: 9:00 AM – 6:00 PM EST

Support: 24/7 on Live Chat or Whatsapp

Address: 13327 Vista Forest Drive

Woodbridge, VA 22192

UNITED STATES