At Primo Store, we are dedicated to delivering excellence in every product we curate—from our professional-grade BBQ grills and pizza ovens to our premium outdoor living essentials. We stand behind the craftsmanship and quality of every item in our collection. However, we understand that sometimes a product may not meet your expectations. Our Returns & Exchanges policy is designed with the same discretion and care that defines your shopping experience, ensuring a process that is straightforward, respectful, and secure.

Our Commitment: We aim to make your return or exchange as seamless as our checkout process. Your satisfaction is the cornerstone of our relationship with the discerning hosts and outdoor living enthusiasts we serve globally.

1. Return & Exchange Eligibility

To be eligible for a return or exchange, the item must be:

  • In its original, unused, and unassembled condition.
  • In the original packaging, including all parts, accessories, manuals, and tags.
  • Accompanied by the original proof of purchase (order number or invoice).
  • Requested within 15 days of the delivery date.

2. Non-Returnable Items

To ensure the safety, hygiene, and integrity of our products, the following items are final sale and cannot be returned or exchanged:

  • Used or Assembled Grills & Pizza Ovens: For safety and hygiene reasons, any BBQ grill, pizza oven, or similar major cooking appliance that has been used, assembled, or removed from its original packaging cannot be returned.
  • Personalized or Monogrammed Gifts: Any item from our “Cooking Accessories & Gifts” collection that has been personalized, engraved, or custom-made to your specification.
  • Opened or Used Cooking Accessories: Items such as knives, grill tools, or specialty utensils that have been used or removed from their sealed packaging for hygiene reasons.
  • Final Sale Items: Any product explicitly marked as “Final Sale” on the product page or during promotional periods.

*This policy is based on our analysis of the product categories (BBQ Grills, Pizza Ovens, Cooking Accessories & Gifts) which include high-value, hygiene-sensitive, and customizable items typical of a premium outdoor living retailer.

3. Step-by-Step Return or Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, please contact our Customer Service team at [email protected] with your request. Use the template below to ensure we have all necessary information to assist you promptly.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Primo Store Customer Service Team, I would like to request a [return / exchange] for my recent order. – Order Number: [Please provide] – Product Name(s): [Please provide] – Reason for Request: [Please provide details – e.g., incorrect item, defective, change of mind] – Preferred Solution: [Refund / Exchange for (specific product if known)] I confirm that the item(s) are in original, unused, and unassembled condition with all packaging and accessories included. My shipping address is: [Your Full Name] [Street Address] [City, State, Postal Code] [Country] Please advise on the next steps. Sincerely, [Your Full Name] [Your Email Address]

Step 2: Authorization & Instructions

Within 2 business days, our team will review your request and, if approved, email you a Return Merchandise Authorization (RMA) number along with detailed return shipping instructions and the address of our authorized returns center.

Please do not ship the item back without an RMA number, as we may not be able to process your return.

Step 3: Ship the Item

Securely package the item in its original packaging, include the RMA number clearly on the outside of the box, and ship it to the provided address using a trackable and insured carrier. You are responsible for the return shipping costs, unless the return is due to our error (e.g., wrong or defective item).

Step 4: Inspection & Processing

Once we receive and inspect the returned item (typically within 5-7 business days of arrival), we will notify you via email regarding the status of your refund or exchange.

4. Refunds & Exchanges

Refunds

  • Timing: Upon approval, your refund will be processed to your original method of payment within 10 business days.
  • Method: The refund will be issued via the original payment method used (Visa, MasterCard, JCB, or PayPal). Please note that depending on your bank or card issuer, it may take an additional 3-10 business days for the refund to appear on your statement.
  • Amount: The refund will be for the purchase price of the item(s). Original shipping fees are non-refundable, unless the return is due to our error.

Exchanges

If you wish to exchange an item for a different product or size, we will process the exchange once the original item is received and inspected. You will be responsible for any price difference and additional shipping charges. The new item will be shipped to you using our standard or free shipping options, as applicable.

5. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] within 48 hours of delivery. We will arrange for a prepaid return shipping label and expedite a replacement or refund at no cost to you. Please provide photos of the product and its packaging to assist our team.

We’re Here to Help

Your trust is the foundation of our relationship. For any questions regarding our Returns & Exchanges policy, please do not hesitate to contact our dedicated team.

Primo Store Customer Service
Email: [email protected]
Postal Address: 3715 Mercer Street, Stevenson, US 35772
Please allow 1-2 business days for a response.