Last updated: October 15, 2026
This Refund & Returns Policy applies to all purchases made directly from the Primora online store ("Primora", "we", "us", "our"). Please read it carefully before placing an order. By completing a purchase, you agree to the terms below. Nothing in this policy limits any rights you have under the consumer protection laws of your country (see Section 12).
1. 30-Day Satisfaction Guarantee
We want you to give HydraMist a real chance to work. That's why we offer a 30-day satisfaction guarantee, starting on the date your order is delivered, as shown by the carrier's tracking information (the "Trial Period").
Because HydraMist is designed for consistent daily use, the guarantee is intended for customers who have genuinely tried the device as directed. To be eligible for a refund under the guarantee, all of the following conditions must be met:
- Request on time. Your return request must be submitted through our contact page within the 30-day Trial Period.
- Regular use as directed. You must have used the device according to the included instructions, at least once a day, for a minimum of 21 days within the Trial Period.
- Proof of use. With your request, you must provide: (a) a short video (at least 15 seconds) showing your HydraMist device switched on and producing mist; (b) clear photos of the device and all included accessories; and (c) a short written description of how you used the device (how often, at what time of day, and for how many days). We may ask reasonable follow-up questions before approving a request.
- Complete return. The device must be returned with all included parts, accessories, charging cable, manual and original packaging, in good condition apart from normal signs of use, clean, dry and with the water tank fully emptied.
- Proof of purchase. Your order number and the email address used at checkout.
The guarantee is limited to one refund per customer, household, shipping address and payment method.
Bundles and multi-device orders
Multi-device bundles are sold at a discounted price. If you return only part of a bundle, your refund will be the price you paid for the bundle minus the current regular single-unit price of the item(s) you keep, so that you are never refunded more than the discount you received entitles you to. Free gifts or bonus items included with an order must be returned with the order, or their retail value will be deducted from the refund.
2. How to Request a Return
- Send us a message through our contact page with the subject "Return Request", your order number, the reason for your return and the proof of use described in Section 1.
- We will review your request within 1–3 business days. If approved, we will email you a Return Authorization (RA) number and the return address. Do not send any item back before receiving an RA number.
- Ship the item within 14 days of receiving your RA number, using a trackable shipping method, with the RA number clearly written on the outside of the package.
Returns sent without an RA number, sent to an address other than the one we provide, or sent after the 14-day window may be refused and will not be refunded.
3. Return Shipping Costs
- Unless your item arrived damaged, defective or incorrect (see Section 6), you are responsible for the cost of return shipping and for any customs fees, duties or taxes that apply to the return.
- We strongly recommend a tracked and insured shipping service. We are not responsible for returns that are lost, delayed or damaged in transit back to us, so please keep your tracking number until your refund has been issued.
- Original shipping charges, where applicable, are non-refundable.
4. Inspection and Refunds
- Once your return arrives, we will inspect it within 5 business days and notify you by email whether your refund has been approved.
- Approved refunds are issued to your original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to post the refund to your account.
- We may issue a partial refund, or refuse a refund, if the returned item is incomplete, damaged beyond normal use, damaged through misuse, not the item purchased from us, or does not meet the conditions of this policy. Deductions will reflect the cost of the missing or damaged components.
- If a return is not approved, we will let you know. At your request and at your expense, we will send the item back to you. Items that are not reclaimed within 30 days of our notice may be disposed of.
5. Items and Situations Not Eligible for a Refund
- Requests submitted after the 30-day Trial Period has ended.
- Requests that do not include the required proof of use and proof of purchase.
- Products purchased from anyone other than the official Primora store.
- Devices damaged through misuse, accidents, drops, use of liquids other than clean water, unauthorized repairs, modifications or failure to follow the instructions.
- Requests that we reasonably believe to be fraudulent or an abuse of this policy, including repeated return requests or the return of a different or counterfeit item.
6. Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives. If your item is damaged in transit, defective on arrival or not what you ordered, contact us within 7 days of delivery with your order number and clear photos or a video of the item, the packaging and the shipping label. Once confirmed, we will send a free replacement or issue a full refund, and you will not pay for any return shipping. We may ask you to return the item at our expense before issuing a replacement or refund. Issues reported after 7 days are handled under our warranty (Section 7).
7. 1-Year Limited Warranty
HydraMist is covered by a limited warranty against defects in materials and workmanship under normal household use for 12 months from the date of delivery. The warranty applies to the original purchaser only and requires proof of purchase from the official Primora store.
What we will do. If a covered defect appears during the warranty period, we will, at our discretion, repair the device, replace it with the same or an equivalent model, or, if neither is possible, issue a refund of the purchase price. A replacement device is covered for the remainder of the original warranty period.
How to make a claim. Contact us through our contact page with your order number, a description of the problem and a short video showing the fault. We may ask you to complete simple troubleshooting steps and, where needed, to return the faulty device following our instructions.
What the warranty does not cover:
- Normal wear and tear, including cosmetic wear and the gradual reduction of battery capacity over time.
- Damage caused by accidents, drops, impact, misuse, neglect or failure to follow the instructions.
- Damage caused by using liquids other than clean water, or by mineral build-up where the device was not cleaned as instructed.
- Damage caused by charging with adapters or cables that do not meet standard USB specifications.
- Devices that have been opened, repaired or modified by anyone other than Primora or our authorized partner.
- Commercial, professional or rental use.
- Loss or theft.
To the extent permitted by law, this warranty is the only warranty provided by Primora for HydraMist. It does not limit any statutory warranties or guarantees that apply to you by law.
8. Order Cancellations and Changes
You may cancel or change your order free of charge within 12 hours of placing it by contacting us through our contact page. After that, we will do our best to accommodate your request, but once an order has entered processing or has been shipped, it can no longer be cancelled or changed and must be handled as a return under this policy.
9. Refused, Undeliverable and Returned-to-Sender Packages
If a package is refused, not collected from a pickup point, or returned to us because of an incorrect or incomplete address provided at checkout, we will, at your choice, re-ship the order with the re-shipping cost paid by you, or refund the order minus the actual outbound and return shipping costs and any fees we incur.
10. Chargebacks and Payment Disputes
If you have any problem with your order, please contact us first. We will always do our best to resolve it quickly. Opening a chargeback or payment dispute while a request is being handled may delay its resolution. In the event of a dispute, we will provide the payment provider with all relevant information, including delivery confirmation, proof of use requirements and our communications with you. Refunds will not be issued twice for the same order.
11. Changes to This Policy
We may update this policy from time to time. The version published on our website at the time of your purchase applies to your order.
12. Your Statutory Rights
Depending on where you live, you may have rights under local consumer law that apply in addition to this policy, for example the right to cancel certain distance purchases within 14 days of delivery in the United Kingdom, or the consumer guarantees under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, and where such rights apply, they take precedence over this policy.
13. Contact Us
Questions about returns, refunds or the warranty? Reach us anytime through our contact page and our team will be happy to help.