Refund Policy

Last updated: 28 May 2026

This Refund Policy explains how Respawn Technologies Private Limited (operating as PRIMO) handles refunds for the products and services we provide. By booking a consultation or service with us, you agree to the terms below.

The short version: We refund consultation fees only in specific cases listed below. The hair system itself is custom-made for you, so it is non-refundable once the install has begun. If something goes wrong on our side — wrong fit, defective material, or a no-show — we will make it right at no cost to you.

1. ₹99 Consultation Fee

The ₹99 photo consultation is fully refundable in the following cases:

We are unable to call you within 72 hours of payment.
We assess your photos and decide PRIMO is not right for you. In this case, the refund is automatic.
You request a refund before we have reviewed your photos.

The fee is non-refundable once our founder has personally reviewed your photos and called you with a recommendation.

2. Hair System & Installation

Every PRIMO hair system is hand-cut to match your hairline, density, and color. Because each unit is custom-made for one customer, the system itself is non-refundable once production has started.

You may cancel free of charge any time before production begins (usually within 24 hours of confirming your order). After that, the system value is forfeited but you do not pay for any unused service months.

3. Monthly Home Service

Monthly service is billed at the time of each visit. There are no upfront packages and no long-term commitment. You may stop service at any time by messaging us on WhatsApp at +91 98334 96915 — no cancellation fee, no questions asked.

If our expert is unable to show up for a scheduled visit, that month's service is free.

4. Defects or Issues With the System

If your hair system shows manufacturing defects within the first 30 days of install (e.g., shedding beyond normal, base separating, color mismatch), we will replace it at no charge. Reach out within 30 days with photos.

5. How to Request a Refund

Email care@useprimo.in or WhatsApp +91 98334 96915 with your order ID and reason. Approved refunds are credited to the original payment method within 7 to 10 business days via Razorpay.

6. Contact

Respawn Technologies Private Limited
301, Kitty Park CHS Ltd, Bawdi Cross Lane,
Nr. Medona Building, Valnai Orlem,
Malad West, Mumbai 400064, Maharashtra
GSTIN: 27AANCR2609A1ZL