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7-Day Return Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

Return Requirements

To be eligible for a return, the item must be in the same condition as when you received it—unused, with all tags, and in its original packaging. Please include the receipt or proof of purchase, as well as an unboxing video (MANDATORY).

Additionally, you are responsible for all shipping costs (if any) related to returning or exchanging the product. To minimize shipping costs, you may return the product directly to our store.

This Return and Exchange Policy does not apply to discounted items, as they are sold as-is.

How to Return an Item

To initiate a return, simply contact us at sales@primanada.com. Send the item you wish to return to the following address:

PRIMANADA
Ruko Inkopal Blok A No. 3
Jl. Boulevard Barat Raya Kelapa Gading, North Jakarta
14240

If your return is accepted, we will provide you with a return shipping label and instructions on how to send the package. Please note that any items returned without prior approval will not be accepted.

For any questions regarding returns, feel free to contact us at sales@primanada.com.

Damages and Issues

Please check your order upon receipt. All items we ship undergo a quality control process. If the item is defective, damaged, or you received the wrong item, contact us immediately so we can provide an appropriate solution.

Exceptions / Non-Returnable Items

This Return and Exchange Policy does not apply to the following items, which are non-returnable:

  • Products not purchased from Primanada's retail showroom or online store
  • Products from Behringer, Rode, Sennheiser, Shure, Turbosound, Yamaha, and Roland
  • Custom orders
  • Software
  • Products that include registered software
  • Oversized or overweight items (including but not limited to digital/acoustic pianos, keyboards, amplifiers, and drum sets)
  • Discontinued and/or B-stock products
  • Speakers
  • All Types of Guitars
  • Tubes
  • Guitar/Bass Strings
  • Personal or hygiene-related products (e.g., shoes, socks, earphones, harmonicas, instrument mouthpieces, microphones, etc.)

Unfortunately, we also cannot accept returns for sale items or purchases made with vouchers.

Abuse of Return and Exchange Policy

We have established this Return and Exchange Policy to ensure that our customers receive the products they want. We may, at our sole discretion, limit or suspend return rights for customers who engage in fraudulent, abusive, or excessive returns. This includes, but is not limited to, excessive returns, returning items not in their original condition, returning items that were never purchased, etc.

We reserve the right to modify this policy at any time.

Exchanges

The fastest way to get the item you want is to return the one you have and, once the return is accepted, make a new purchase for the desired item.

Refunds

We will notify you once we have received and inspected your return to confirm whether your refund is approved. If approved, the refund will be automatically processed to your original payment method within 14 business days.

Please note that it may take time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at sales@primanada.com.