Complaints & Reporting

How to reach us

Email support@primenexalabz.com with the subject line Complaint, or use our contact form. Please include your order number if your complaint concerns an order, along with anything that helps us understand the problem.

What you can report

• A problem with an order, a product, a payment, or the service you received.
• Content on this site that you believe is unlawful, misleading, or makes a claim it should not.
• Suspected misuse of our products, including any indication that they are being bought for use in humans or animals.
• Suspected fraud or unauthorised use of a payment method.
• Misuse of our brand, images, or product listings by a third party.

How quickly we respond

We acknowledge every complaint within two business days of receiving it, and we resolve complaints within seven business days. Where a complaint concerns unlawful content or suspected misuse of a product, we investigate and act within that same seven business days.

If something takes longer — because it depends on a carrier, a payment provider, or a third party — we will tell you why and give you an expected date rather than letting it go quiet.

If you are not satisfied

Reply to our response and ask us to look at it again. We will review the decision afresh and give you the outcome in writing. If your complaint concerns a payment, you also retain every right you have with your card issuer or bank.