Returns & Refund Policy

At Primitive Labs, we genuinely care about our customers and aim to be as clear, fair, and helpful as possible. The information below explains how returns, cancellations, and refunds are handled, so you know exactly what to expect.

Return Policy

We offer a 60-day return policy, meaning you have 60 days from the date you receive your item to request a return.

To ensure a smooth return process, items must be sent back in the same condition they were received, including all original packaging and accessories. Proof of purchase is required for all return requests.

To begin a return, please reach out through our Contact Us page. Our support team will guide you through the next steps.

Once your return request is approved, we’ll provide clear instructions on how and where to send your package. Please note that items sent back without prior approval cannot be accepted.

Original shipping fees (if applicable) are non-refundable. Additional handling or restocking fees may apply, as outlined below.

Cancellation Policy

We understand that plans can change, and we do our best to help when possible. If you need to cancel or update your order, please contact us within 24 hours of placing it.

After this timeframe, orders may already be in processing or shipped, and unfortunately, cancellations or changes can no longer be made.

All approved cancellations are subject to a $20 restocking fee, which helps cover processing and handling costs once an order is placed. This allows us to continue providing reliable service for all customers.

If you need help, please visit our Contact Us page and our team will be happy to assist.

European Union 14-Day Cooling-Off Period

If you are located in the European Union, you are entitled to a 14-day cooling-off period. This means you may cancel or return your order within 14 days of receiving it, for any reason and without needing to provide an explanation.

To exercise this right, please notify us within the 14-day period through our Contact Us page.

Returned items must be in the same condition they were received, including original packaging and accessories. Unless otherwise required by law, return shipping costs are the customer’s responsibility.

Once your return is received and inspected, we’ll process your refund to the original payment method in accordance with applicable EU regulations.

Damaged Items

We take great care when packing orders, but if your item arrives damaged (defective or physically broken), we’re here to help.

Please notify us within 72 hours of delivery by submitting a request through our Contact Us page.

Please have clear photos of the damage available, as our support team may request them to determine the best resolution for you.

If eligible, you may choose one of the following options:

  • A replacement product at no additional cost, or
  • A refund for the defective item

Only one resolution option (replacement or refund) may be selected per order. Damage to packaging alone does not qualify as a damaged product. Items damaged through normal use, wear and tear, or misuse are not eligible for refunds or replacements.

Shipping and Delivery

While we work hard to ship orders promptly, occasional delays outside of our control (such as courier or customs issues) may occur. If you experience delivery issues, we recommend contacting the courier directly.

Primitive Labs is not responsible for lost, stolen, or delayed packages once they leave our facility.

Incorrect Shipping Address

Please double-check your shipping information at checkout to avoid delays. If an incorrect address is entered and we are not notified within 24 hours, we’re unable to offer a resend or refund.

If a package is shipped to an incorrect or incomplete address and is returned to sender, the following options may be available:

Reshipment

We can resend your order to the correct address for a $20 reshipment fee, which helps cover shipping and handling costs.

Refunds

Refunds are not available for orders shipped to an incorrect address provided at checkout, as shipping and processing costs are incurred once the original shipment is sent.

Policy Updates

From time to time, we may update this Returns & Refund Policy. Customers are responsible for reviewing the most current version before purchasing. By completing your order, you acknowledge and agree to these terms.

If you have any questions or concerns, please don’t hesitate to reach out through our Contact Us page. We’re always happy to help.