Refund policy

At The PrimeMade, we want you to be completely satisfied with your purchase. Please read our return and refund policy carefully.

Returns

We accept returns for both defective and non-defective products. Items must be returned in original condition, with all original packaging materials, and show no signs of use beyond inspection for shipping damage. Due to the nature of furniture, lighting, and mirror products, some unboxing is expected and will not disqualify a return, provided the item and packaging are otherwise intact.

Return Window

You have 30 days from the date your item is delivered to initiate a return. The return window extends to cover weekends and public holidays.

Exchanges

We accept exchanges. If you'd like to exchange an item, please contact us within 30 days of delivery.

How to Return

Return method depends on the size of the item:

  • Small items: Once your return is approved, we will send you a prepaid return shipping label to download and print at no additional cost.

  • Large or freight items (such as furniture): We will arrange a scheduled carrier pickup at your address at no additional cost. Our support team will coordinate pickup timing with you directly.

Restocking Fee

We do not charge any restocking fees.

Refund Processing

Once we receive and inspect your returned item, your refund will be processed within 10 business days. Refunds are issued to your original payment method in USD.

Cancellations

Orders may be cancelled within 24 hours of placement. After 24 hours, the order may already be in processing and cannot be cancelled.

Order Never Arrived

If your order does not arrive within the estimated delivery window stated in our Shipping Policy, please contact our support team. We will investigate with the carrier and arrange a replacement or full refund, at no cost to you.

Damaged or Lost in Transit

If your item arrives damaged or is lost during shipping, please see our Shipping Policy for how to report this — these cases are handled separately from standard returns and are prioritized for replacement or resolution.

Wrong Item Received

If you receive the wrong item, please contact us immediately with your order number and a photo of the item received. We will arrange a correction at no cost to you — including return shipping for the incorrect item, if applicable — and send the correct item or issue a full refund.

Final Sale Items

Certain items marked as final sale are not eligible for returns or cancellations. These will be clearly indicated on the product page.

How to Initiate a Return

Contact us before sending any item back:

  • Email: info@theprimemade.com

  • Phone: +1 (424) 506-5719

  • Response Time: We aim to respond to all enquiries within 24 hours.

Approved returns should be shipped or scheduled for pickup as instructed by our support team.

Contact Information

If you have any further questions, please contact our support team:

  • Email: info@theprimemade.com

  • Phone: +1 (424) 506-5719

  • Return Address: 656 Spar Dr, Redwood City, California 94065, United States