Refund/Refund and Exchange Policy

 

Effective Date: [1 June 2023]

 

At Primitive Excellence, we strive to provide the highest quality products and ensure customer satisfaction. We understand that there may be instances where you need to return or exchange a product. This Refund and Exchange Policy outlines the guidelines and procedures for refunds and exchanges.

 

Eligibility for Refunds and Exchanges

 

1.1. To be eligible for a refund or exchange, the following conditions must be met:

 

1. The product must have been purchased directly from Primitive Excellence.

2. The product must be in its original condition, unused, and undamaged.

3. The request for a refund or exchange must be made within 30 days for all heavy equipment (multi-functional equipment, squat racks, etc.) from the date of purchase.

4. Proof of purchase, such as a receipt or order confirmation, is required.

 

Refunds

 

2.1. If you are eligible for a refund, you will receive a full refund of the purchase price, issued to the original payment method.

 

2.2. Refunds will be processed within 7-10 business days upon receiving the returned product.

 

2.3. Please note that the following items are non-refundable:

 

Gift cards or vouchers

 

Products that are personalized or customized according to your specifications unless they are defective or damaged upon arrival.

 

Exchanges

 

3.1. If you wish to exchange a product for a different size, color, or variant, please follow the guidelines below:

 

1. Contact our customer service within 7 days of receiving the product to initiate the exchange process.

2. The product must be in its original packaging and condition.

3. We will do our best to facilitate the exchange based on the availability of the desired item. If the requested item is not available, we will offer alternatives or provide a refund.

 

3.2. The customer is responsible for any price differences between the original and exchanged products, including shipping fees associated with the exchange.

 

Return Shipping

 

4.1. In the case of a refund or exchange, the customer is responsible for the return shipping costs unless the product is defective, damaged, or incorrect due to an error on our part.

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4.2. Once you have communicated your intent for a refund or exchange, a return shipping label will be sent to the address you provided upon your initial order.  

 

Damaged or Defective Products

 

5.1. If you receive a product that is defective, damaged, or incorrect, please contact our customer service immediately. We will guide you through the return process and provide a replacement or refund, including any shipping costs incurred.

 

How to Initiate a Refund or Exchange

 

6.1. To initiate a refund or exchange, please contact our customer service via email at support@primitiveexcellence.com. Provide the following information:

 

1. Order number or proof of purchase.

2. Reason for the refund or exchange.

3. Details of the product(s) to be returned or exchanged.

 

Policy Modifications

 

7.1. Primitive Excellence reserves the right to modify or update this Refund and Exchange Policy at any time without prior notice. The revised policy will be effective upon posting on our website or other communication channels.

 

If you have any questions or need further clarification regarding our refund and exchange policy, please contact our customer service by utilizing the form below. We are committed to ensuring your satisfaction and providing a seamless shopping experience at Primitive Excellence.

 

Please note that this Refund and Exchange Policy is intended to guide our customers and provide clarity on our procedures. Specific legal requirements and consumer rights may vary by jurisdiction. We recommend consulting legal professionals or advisors to ensure compliance with local, national, and international regulations as they pertain to your purchases.