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Cancellation and Refund Policy

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Effective date: 01.06.2026

This Order Cancellation and Return Policy (hereinafter referred to as the "Policy") governs the terms and conditions regarding the cancellation of orders placed on the primusmed.am website (hereinafter referred to as the "Website"), as well as the return, exchange, and refund of products.

This Policy has been developed in accordance with the provisions of the Civil Code of the Republic of Armenia, the Law of the Republic of Armenia "On Protection of Consumer Rights," the Law of the Republic of Armenia "On Trade and Services," and the Decree of the Government of the Republic of Armenia No. 77 dated January 30, 2002.

1. RESTRICTIONS ON THE RETURN AND EXCHANGE OF GOODS OF PROPER QUALITY

1.1. The products sold on the Website (vitamins, biologically active supplements (BAS)) are classified as food products under the legislation of the Republic of Armenia. In accordance with applicable legal norms, food products of satisfactory quality (including alcoholic beverages) are not subject to return or exchange for similar products.

1.2. Additionally, pursuant to RA Government Decision No. 77, the following non-food products—which may be listed on the website—are also not subject to return or exchange if they are of satisfactory quality:

Items intended for the prevention and treatment of diseases in a home setting, medical instruments, devices and apparatuses, oral hygiene products, child care items, and medicines.

Personal hygiene items (toothbrushes, combs, etc.).

Perfumery and cosmetic products (excluding perfumes).

1.3. The Customer is obliged to verify the product assortment, quantity, and appearance (packaging integrity) in the presence of the delivery person at the time of accepting the product. Once the product has been accepted and the delivery person has departed, complaints regarding products of satisfactory quality will not be accepted, and such products are non-returnable.

2. PROCEDURE FOR THE RETURN AND REPLACEMENT OF PRODUCTS OF UNSATISFACTORY QUALITY

2.1. A product is considered to be of unsatisfactory quality if there is a manufacturing defect, the seal is broken, the primary packaging is damaged (prior to delivery to the customer), or the product's expiration date has passed. 2.2. If a product of unsatisfactory quality is discovered at the time of delivery, the customer has the right to refuse the product on the spot. In such a case, the Company undertakes to:

Replace the product free of charge with an identical product of satisfactory quality (at the earliest opportunity), or

Refund the amount paid for the product in accordance with the procedure set forth in Section 4 of this policy.

2.3. If a defect (e.g., an internal manufacturing flaw) could not be detected during an external inspection but was discovered upon opening the packaging, the customer may submit a claim to the Company within 24 hours of receiving the product, attaching photos or videos documenting the defect. If the Company confirms the defect, the product will be replaced or a refund will be issued.

3. ORDER CANCELLATION TERMS

3.1. Before shipment: The customer has the right to cancel a placed order free of charge, provided the order has not yet been handed over to the delivery service (i.e., it has not left the warehouse). To cancel, the customer must immediately contact the website's support center (via phone or email).

3.2. During delivery: If the Customer wishes to cancel the order after the goods have already been handed over to the delivery service or are in transit, cancellation is possible provided the Customer pays the transportation costs (the cost of the delivery service).

3.3. Cancellation of regional deliveries: Throughout the territory of the Republic of Armenia (excluding the city of Yerevan), where orders require 100% prepayment, if the order is refused during delivery, the round-trip delivery costs are deducted from the refundable amount.

4. REFUND PROCEDURE

4.1. In the event of a successful order cancellation or the return of defective goods, the refund is processed using the same payment method used for the purchase:

For online payments (Visa/Mastercard/Arca/Idram): The funds are refunded to the bank card or electronic wallet used for the transaction. The actual crediting of funds to the Customer's account depends on the servicing bank's procedures and may take 1–5 banking days.

In the case of cash payments, the amount is refunded in cash—either via the delivery person or by another method agreed upon by both parties—at the time of the product's return or within 1–5 days thereafter.

4.2. The Company shall not be held liable for any delays in the refund process caused by malfunctions or delays within banking systems.

5. DISPUTE RESOLUTION

Any disagreement or complaint arising within the scope of this Policy shall be resolved through negotiations between the Customer and the Company. In the event that an agreement is not reached, matters shall be settled in accordance with the legislation of the Republic of Armenia and the procedure established by the Law of the Republic of Armenia "On Protection of Consumer Rights."