Widerrufsrecht
We're sorry if you're not fully satisfied with the items you received — but don't worry, we've made returns and exchanges easy!
If there's anything wrong with your order or you’re simply not happy with your purchase, just contact us at cs@primyhome.com within 30 days of receiving your order, and our team will do our best to make it right.
1. Order Cancellation Policy
Before Shipment: Contact us within 24 hours of placing your order to cancel or modify it. But since orders are processed and shipped within 1-3 business days (or less), failure to contact us in time may result in the order being shipped. If cancellation is requested after shipment, you must follow our standard return process and will incur a full return shipping costs.
After Shipment: If the order has shipped, you must return the item following our standard process.
Refused Delivery: If you refuse delivery, please notify us immediately. Failure to do so may delay your refund.
2. Address Accuracy
Please double-check your shipping address before placing an order. Incorrect or incomplete addresses may result in a returned package. We cannot ship to PO Boxes. If you need to modify your address, contact us immediately. Once an order is shipped, changes cannot be made.
3. Return & Exchange Eligibility
Eligibility for Returns and Refunds:
Defective Products: You are eligible for a return or refund if the item you received is damaged or defective. This includes manufacturing defects and quality issues.
Non-defective Products: Must be returned in their original condition, within the 30-day return period. (All fees incurred, including shipping costs, shall be the responsibility of the customer.)
Wrong Products: If you receive a item that is not the one you ordered, we will facilitate a return or exchange.
We will cover the return shipping costs only in the cases mentioned above. For all other returns, customers are responsible for the shipping fees.
Timeframe for Returns:
You must notify us of your intention to return a product within 30 days of receiving it.
Condition Requirements for Returned Items
Original Condition: The item must be in the same condition you received it — unused, unwashed, with tags, and in the original packaging.
Original Packaging: Include all original packaging, tags, labels, manuals, and accessories.
Unaltered: Product must not be assembled, modified, or repaired by the customer.
Return Process:
To initiate a return, please contact our customer support team via email at [cs@primyhome.com] provide your order number, the reason for the return, and any relevant photos of the product.
Our team will assess your request and provide you with return address, including a return shipping label if applicable.
We reserve the right to reject a return if the product does not meet these conditions.
Return Policy for Vacuum-Packed Sofa
Because our sofa is shipped in a vacuum-sealed package, once the product is opened and expanded, it cannot be returned or resold.
Please make sure the color, size, and style meet your expectations before unsealing the package.
If the item is defective or damaged, we will provide a replacement or solution immediately.
Color Disclaimer
Please note that slight color variations may occur due to different lighting, monitor brightness, or device displays. This is not considered a product defect.
4. Return & Cancellation Policy — Additional Terms for Assembly-Required Office Chairs and Vacuum-Packed Sofa
Situation 1: Unopened Package – Order Cancellation
If you choose to cancel your order before the package is opened, the cancellation will be accepted.
However, the buyer is responsible for all return or cancellation costs incurred.
Situation 2: Opened Package – Return Request
If the package has been opened or unsealed and the return is not due to a product defect or quality issue:
A restocking / handling fee of 10%–15% of the order value will be deducted from your refund. The product does not need to be shipped back to us. The remaining balance will be refunded once the return is approved.
Note: Return shipping costs will be the responsibility of the customer, such as an item didn't fit, didn't like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.
Important Notes
This policy applies to office chairs that require assembly. Fees vary depending on product condition and order value.
Please contact our customer support team before taking any action so we can assist you promptly.
5. Return Process
Print the Label: Print the prepaid return label received via email.
Attach the Label: Affix it to your package, covering any old labels.
Drop Off: Deliver the package to the designated carrier’s drop-off location (details provided in our instructions).
Once your return is approved, we’ll provide a prepaid return shipping label along with detailed instructions on how and where to send your package.
6. Return Charges
No additional handling fee for returns. If the return is due to an issue on our product end, such as incorrect items or quality problems, we will provide a full refund, including return shipping costs.
7. Refund Process
Timing: Once we receive and inspect the returned item, refunds will be processed within 10 business days to your original payment method. Please note: It may take additional time for your bank or credit card provider to process and post the refund.
Exchanges: Replacement items will be shipped after processing. Any price differences will be adjusted accordingly.
8. Lost or Missing Packages
If your package is lost during transit, contact us at cs@primyhome.com with your order number and tracking details. We will work with the carrier to investigate (usually within 7-15 business days). Once confirmed, we will offer a full refund or send a replacement at no extra charge.
9. Contact Us
Email: cs@primyhom.com
Phone: +1 (775) 320-9681
Hours: Monday – Friday: 9:00 AM – 6:00 PM (PT)
Note: primyhome.com reserves the right to update and modify this Return and Refund Policy at any time. It is your responsibility to review this policy periodically for any changes. Your continued use of our website constitutes acceptance of these policies.