Returns made effortless

1. Eligibility Window

You can request a return or exchange within 14 days of receiving your order. Items must be unused, in original packaging, and include all tags, dust bags, and accessories. Made-to-order or personalized pieces are final sale unless there is a manufacturing defect.

2. How to Initiate a Return

1. Email returns@primoronline.com with your order number, contact details, and reason for return.
2. Our team will respond within 2 business days with pickup or drop-off instructions and a return authorization number.
3. Pack your item securely. Remove previous shipping labels and include the return authorization slip provided by our team.

3. Refunds & Store Credit

Once your return is inspected, refunds are processed to your original payment method within 7 business days. Depending on your bank, it may take a few extra days for the amount to reflect. Prefer to shop later? We can issue store credit valid for 12 months from the date of approval.

4. Exchanges

We currently offer size and color exchanges on available inventory. If the requested item is out of stock, our team will help you select an alternative or process a refund instead.

5. Damaged or Incorrect Items

If your order arrives damaged or incorrect, contact us within 48 hours with unboxing photos. We'll arrange a free pickup and prioritize your replacement. Visible transit damage must be noted on the courier receipt at the time of delivery.