Refund policy
EXCHANGE POLICY
Effective October 9, 2026
Prim Lifestyle Co. offers exchanges on eligible physical merchandise. Except where required by applicable law, we do not accept returns for refunds or provide refunds for change of mind.
EXCHANGE REQUEST DEADLINE
Customers must contact Prim Lifestyle Co. at primlifestyleco@outlook.com within 24 hours of the package being marked delivered by the shipping carrier.
The request must include:
• The customer’s name and order number
• The reason for the exchange
• The item requested as a replacement
• Clear photographs if the item arrived damaged, defective or incorrect
Exchange requests submitted more than 24 hours after delivery may be declined, except where applicable law provides otherwise.
RETURN-SHIPPING DEADLINE
An exchange must be approved before the product is mailed back.
The customer must ship the item back within three calendar days of the original delivery date. The package must be accepted and scanned by the shipping carrier no later than the third calendar day following delivery.
A tracking number must be provided to Prim Lifestyle Co. Items mailed after the deadline, sent without approval or returned without tracking may be refused.
EXCHANGE CONDITIONS
To qualify for an exchange, the product must be:
• Unused, unaltered and in its original condition
• Returned with its original packaging and included materials
• Free from damage, stains, odors or signs of use
• Accompanied by proof of purchase
Approval of an exchange request does not guarantee that the returned product will be accepted. Returned products will be inspected after arrival.
SHIPPING COSTS
For preference-based exchanges, the customer is responsible for the cost of returning the original item and shipping the replacement item. The customer is also responsible for any price difference between the original item and the replacement.
Prim Lifestyle Co. will cover reasonable replacement shipping costs when we confirm that an order arrived damaged, defective or incorrect.
ITEMS NOT ELIGIBLE FOR EXCHANGE
The following products are final sale unless they arrive damaged, defective or incorrect:
• Personalized or custom-made products
• Digital downloads and digital templates after access or download
• Printed invitations and other made-to-order printed products
• Gift cards
• Clearance or final-sale merchandise
• Stickers that have been used, applied or removed from their backing
• Opened or used craft kits, paints or craft supplies
Because many Prim Lifestyle Co. products are handmade, minor variations in color, texture, placement or finish may occur and are not necessarily considered defects. Screen colors may also vary slightly from the physical product.
DAMAGED, DEFECTIVE OR INCORRECT ORDERS
Customers must report a damaged, defective or incorrect order within 24 hours of delivery by emailing primlifestyleco@outlook.com. The email must include the order number and clear photographs of the item, packaging and shipping label.
Prim Lifestyle Co. will review the claim and provide an appropriate replacement, exchange or refund when required by applicable law.
EXCHANGE AVAILABILITY
Exchanges depend on product and material availability. If the requested replacement is unavailable, Prim Lifestyle Co. may offer another item of equal value, store credit or another remedy required by applicable law.
CANCELLATIONS
Cancellation requests must be submitted as soon as possible. Orders cannot be canceled after production, personalization, printing or fulfillment has begun.
LEGAL RIGHTS
This policy describes the voluntary exchange policy offered by Prim Lifestyle Co. It does not limit any mandatory rights or remedies provided to customers under applicable consumer-protection law.
QUESTIONS AND EXCHANGE REQUESTS
Email: primlifestyleco@outlook.com
Please include your name and order number in all order-related correspondence.